Desktop Support III - Gibson Hospital

Schedule:

7:30 AM – 4:00 PM Rotating oncall schedule after completion of probationary period

Join Our Team Deaconess Health System is seeking an experienced Desktop Support III to join our Digital Technology Services team. This is a senior level, handson role supporting a smaller, highly collaborative IT team where staff regularly contribute across multiple technology  addition to advanced enduser support, this role participates in server maintenance, phone system support, and basic networking activities, making it ideal for a well rounded IT professional who enjoys variety, ownership, and direct impact.

You will serve as a subject matter expert (SME) for assigned technologies, help maintain hardware and system standards, and deliver exceptional customer service across the organization.

Benefits We pride ourselves in retaining our top talent by offering work environments that support professional development and personal success. In addition to our robust healthcare and retirement plans, we offer:

Onsite children’s care centers (Infant through PreK)
Tuition reimbursement

Free access to fitness centers with available health coaches

Career advancement opportunities

Competitive pay with annual opportunities for pay increases and bonuses

Job Overview Provide advanced desktop and enduser support for Deaconess Health System staff

Maintain and improve deployment and lifecycle management of ITleased hardware

Serve as a Subject Matter Expert (SME) for assigned applications, systems, and technologies

Support server, phone system, and networking activities as part of a small IT team Ensure adherence to change management procedures and documentation standards

Maintain accurate asset tracking and inventory records

Support continuous improvement of Help Desk productivity and customer service performance

What You Will Do Provide advanced technical support, routine maintenance, and problem investigation/resolution for desktop systems, applications, and hardware

Troubleshoot complex desktop, laptop, peripheral, and endpoint issues

Participate in basic server administration and maintenance tasks, including monitoring, patching, and troubleshooting under established procedures

Assist with phone system administration and support, including endpoint configuration, troubleshooting, and user assistance

Support network connectivity troubleshooting, including workstation connectivity, cabling issues, and coordination with network teams as needed

Address maintenance upgrades and system improvements across supported technologies

Work independently while adhering to established IT standards and best practices

Document work efforts clearly and maintain detailed support and change records

Utilize and help maintain Help Desk ticketing and tracking software

Adhere to departmental Change Management procedures

Monitor and optimize application performance and coordinate vendor support when required

Assist in developing and improving Help Desk productivity and service quality metrics

Respond accurately and courteously to customer inquiries, including answering ACD telephones

Participate in oncall rotation to support after hours issues as needed

What You Will Need

Required Qualifications Associate’s degree in Computer Information Services, Computer Science, or a related field5+ years of progressive IT support experience, including advanced desktop or endpoint support

Demonstrated experience working in smaller IT teams with responsibility across multiple technology areas

Strong troubleshooting and analytical problem solving skills

Experience supporting desktop operating systems, laptops, peripherals, and endpoint devices

Handson experience with hardware troubleshooting and repair

Working knowledge of server environments (monitoring, basic maintenance, patching, troubleshooting)
Experience supporting or troubleshooting enterprise phone/telecom systems

Basic understanding of networking concepts, including connectivity troubleshooting

Experience with Help Desk ticketing systems and IT service management workflows

Ability to work independently, manage priorities, and communicate effectively with users

Preferred Qualifications Baseline certification per Career Development Plan plus 3+ advanced certifications and/or relevant college coursework

Experience in a healthcare or regulated IT environment

Familiarity with ITIL practices, Service Now, or similar ITSM tools

Experience supporting backup software or endpoint security tools

Other Keywords Desktop Support III, Senior Desktop Support, IT Support…