Associate-Technical Support II

IU Health; Fort Wayne (IN); On-site; USD 52,000 - 65,000; Full time

Job summary

IU Health in Fort Wayne, IN seeks an Associate-Technical Support II-Desktop to deliver hands-on, onsite technical support for a variety of endpoint devices and peripherals. You will diagnose hardware and software issues, deploy devices, and maintain accurate records while coordinating with multiple IS teams.

The role requires 2–4 years in service desk or desktop support, a High School Diploma (Bachelor's preferred), and willingness to travel between locations. A+ certification is a plus.

Qualifications

• Requires a high school diploma; bachelor's preferred.
• 2–4 years' experience in service desk, field support or desktop services.
• A+ certification preferred.
• Experience with hardware support is required.
• Familiarity with wireless and wired network connectivity recommended.
• Willingness to work any shift as needed.

Responsibilities

• Provide hands-on, onsite desktop support for computers, laptops, printers, peripherals, and mobile devices.
• Diagnose and resolve hardware, software, OS, printer, and basic network- connectivity issues.
• Install, configure, image, deploy, replace, relocate, upgrade, and retire endpoint devices.
• Maintain accurate ticket notes, asset records, and communicate status to customers.
• Coordinate escalations with service desk, infrastructure, and other teams.
• Travel to other locations for onsite support as needed.

Skills

Desktop support

Field support

Service desk

Hardware support

Network connectivity

Shifts flexibility

Education

High School Diploma

Bachelor's degree

A+ Certification

Job description

Associate-Technical Support II (Desktop)

Our leaders shape strategic initiatives, develop passionate teams, and work to improve health outcomes. They advance our mission and exemplify excellence, compassion, teamwork and purpose in all that they do. Indiana University Health is seeking individuals who embody these values to join our Information Services team in the role of Associate-Technical Support II-Desktop in Fort Wayne, IN.

Provides hands-on, onsite technical support for desktop computers, laptops, mobile devices, printers, peripherals, approved software, and network connectivity in clinical and administrative environments. Diagnoses and resolves hardware and software incidents, service requests, and equipment failures while minimizing disruption to team members and patient-care operations. Installs, configures, deploys, replaces, relocates, upgrades, and retires endpoint devices in accordance with organizational standards and security requirements. Maintains accurate service-ticket notes and asset records, communicates status and expected resolution clearly to customers, and ensures assigned work is completed within established service-level expectations. Partners with service desk, infrastructure, application, security, vendor, and other support teams to coordinate escalations and resolve complex issues. Provides customer-focused technical guidance, supports technology implementations and refresh activities, identifies recurring problems, and contributes to documentation and continuous service improvement.

Candidate Qualifications

• High School Diploma required.


• Bachelors preferred.


• 2-4 years' experience in Service Desk, Field Support or Desktop Services required.


• A+ Certification preferred.


• Understands basic concepts of Information Services.


• Previous Hardware support experience required.


• Recommends experience in troubleshooting wireless and wired network connectivity.


• Requires the ability to work any shift or day as needed by management.

Responsibilities

• Two to four years of hands-on experience in desktop support, field services, endpoint support, or a related technical support role required.


• Demonstrated ability to diagnose and resolve hardware, software, operating system, printer, peripheral, mobile device, and basic network-connectivity issues.


• Experience installing, configuring, imaging, deploying, replacing, relocating, upgrading, and retiring desktop and laptop computers and related endpoint equipment.


• Working knowledge of Microsoft Windows, Microsoft 365 applications, endpoint-management tools, remote-support tools, and enterprise ticketing systems.


• Ability to maintain complete and accurate ticket notes, resolution details, inventory information, and asset-management records.


• Strong customer service, communication, prioritization, and problem-solving skills, with the ability to explain technical information clearly to nontechnical customers.


• Ability to work independently at assigned locations, manage multiple priorities, follow security and support procedures, and collaborate with other Information Services teams and vendors.


• CompTIA A+ certification is preferred; other relevant Microsoft, endpoint-support, or networking certifications are beneficial.


• Ability and willingness to travel to other supported locations as needed to provide onsite technical support, assist with deployments and projects, and meet operational coverage requirements.

Connect to Promise

Demonstrates a commitment to IU Health's mission, vision, and values by exhibiting behaviors and delivering results that align with the strategic direction of the organization. Ensure IU Health is working toward its vision of improving the health of all Hoosiers by providing the best care for each person as we practice our values of purpose, excellence, compassion and team.

Oral Communication

Expresses thoughts, ideas and opinions clearly, fluently and concisely. Listens attentively to others and responds appropriately to questions and comments. Asks appropriate questions in order to obtain information and to determine the needs of others. Comprehends and follows instructions. Follows proper phone etiquette and guidelines per Specialist's job specifications.

Ethical Practice

Maintains confidentiality as appropriate, earns trust and respect of others, and exhibits behaviors that express the ethical practice of a healthcare organization. Keeps financial, person information, patient data, etc. extremely confidential as required.

Customer Relations

Establishes and maintains respectful working relations with internal and external customers by being courteous and helpful in all interactions. Shows appreciation and respect for customers' needs, expectations and perspectives. Represents one's organization by demonstrating behaviors that reflect an attitude of customer service, responsiveness, and concern.

Problem Solving

Proactively and clearly identifies problems or issues and suggests alternative solutions. Uses