Help Desk Specialist II

The Service Desk Technician II provides intermediate‑level IT support for internal clinic staff across The Iowa Clinic locations. This role is primarily onsite and hands‑on, supporting PC technology at clinic sites, with additional responsibility for phone‑based remote support and escalated ticket resolution. The position operates with limited supervision and serves as a mentor to Service Desk Technician I staff.

• Resolve escalated technical issues related to endpoints, identity, applications, and connectivity
• Perform onsite workstation deployments, imaging, hardware replacement, peripheral setup, and hands‑on troubleshooting
• Use Fresh Service daily for ticketing, asset management, service catalog, and knowledge base; contribute and maintain knowledge articles
• Manage endpoint lifecycle including imaging, software deployment, asset tracking, and hardware refreshes
• Perform intermediate Microsoft Entra  Active Directory tasks such as group management, MFA, shared mailboxes, and licensing
• Support clinical applications, printers, and devices in coordination with application owners
• Mentor Level I technicians and provide real‑time escalation support
• Identify recurring issues and partner with senior IT staff on process improvements
• Participate in on‑call rotation and after‑hours escalation support

• Associate or Bachelor’s degree in IT or related field, or equivalent experience
• 2–4 years of IT or service desk experience; healthcare IT preferred
• Strong working knowledge of Windows 11, Microsoft 365, Entra , and Active Directory
• Experience with endpoint management tools (Intune, Automox, or similar)
• Proficiency with Fresh Service or comparable service desk platforms
• Preferred certifications:
  CompTIA A+, Network+, Microsoft MS‑900, or equivalent

• Competitive 401(k) with employer match and profit sharing
• Employee incentives and rewards programs
• Training and professional development opportunities
• Health and wellness program with up to $350 per year in incentives
• Quarterly volunteer opportunities with local nonprofits
• Transparent communication through all‑employee meetings, team huddles, and feedback surveys
• A fun, engaging workplace with team events, celebrations, contests, and employee appreciation activities