Help Desk II

Willis Knighton Health; Louisiana (MO); On-site; USD 42,000 - 63,000; Full time

Job summary

WK Medical Center is seeking a Help Desk II to provide IT support for end users, addressing hardware, software, and network issues from Shreveport, LA. The role involves phone and remote assistance, ticket management, and collaboration with IT teams.

Strong customer service and communication skills are essential. Responsibilities include managing Active Directory/EMR access, documenting tasks, and facilitating user training sessions.

Qualifications

• Must have good customer service skills and provide support for end users and clients for IT related technical issues to include hardware, software, and network problems.
• Able to assist the callers and clients in a clear and effective manner over the phone or using remote tools.
• Proactively and independently troubleshoot and resolve moderate incidents and requests without direction.
• Manage tasks/tickets via service management tool with proper escalation of unresolved issues.
• Ensure proper recording, documentation, and closure of tasks/tickets.
• Demonstrates a solid working knowledge of applications/systems across multi-assigned areas and guides callers.

Responsibilities

• Create and maintain active/inactive users in Active Directory and multiple EMR systems.
• Collaborates with WKH IT Teams to identify and resolve issues that have resulted in application/software issues.
• Manages medium complexity projects/requests and evaluates new releases and functionality.
• Assist in training sessions for users and co-workers.
• Contributes to strategy discussions and helps make timely decisions.

Skills

Customer Service

Communication

Data Entry

Citrix Environment

VDI Environment

Microsoft Office

Windows Operating Systems

Job description

WK Medical Center

• Data Processing


• Data Processing

Shreveport, LA

Non-Medical

Full-Time, Day

Posted 08/14/2026

Req # 9438

Proposed New Helpdesk II Job Description

• Must have good customer service skills and provide support for end users and clients for IT related technical issues to include but not limited to hardware, software, and network problems.


• Able to assist the callers and clients in a clear and effective manner over the phone or using remote tools.


• Proactively and independently troubleshoot and resolve moderate incidents and requests without direction.


• Manage tasks/tickets via service management tool. Properly escalation unresolved issues to the next level of support.


• Ensure proper recording, documentation, and closure of tasks/tickets.


• Demonstrates a solid/working level of subject matter expertise in providing support to projects, customers, and other teams, while proactively working to improve and obtain a working knowledge for applications/systems in multi-assigned areas. Utilizes application training, application web site and application resource materials regularly and effectively and is able guide and assist all callers


• Create and maintain active/inactive users in Active Directory System as well as multiple EMR systems.


• Maintains high standards for quality of work for self and others. Provides oversight and feedback on team member design, configuration and deliverables.


• Manages medium complexity projects/requests. Collaborates with team members as needed. Proactively evaluates all new release and functionality of applications.


• Contributes to strategy discussions by identifying options with associated pros and cons with team members. Facilitates making timely decisions, making sound decisions even in the absence of complete information. Recognizes when a quick 80% resolution will suffice.


• Assist in preparation and conduct continuing formal or informal training session for users and co-workers.


• Identifies and seizes new opportunities, displays can-do attitude in good and bad times and steps up to handle tough issues.


• Performs other duties as assigned.


• Collaborates with other WKH IT Teams to identify and resolve issues that have resulted in application/software issues.

General Information

Listed above is an outline of the major duties and responsibilities that you will be required to perform. As the Help Desk II, you are delegated the authority, responsibility, and accountability to carry out your assigned duties.

Even though your job description is broad, every effort has been made to make this outline as complete as possible. HOWEVER, we must emphasize that you may be required to perform other related duties and activities.

Skills

• Communication


• Customer Service


• Data Entry


• Citrix Environment


• VDI Environment


• Microsoft Office (Word, Excel, PowerPoint, Outlook, Access, Publisher)


• Windows Operating Systems


• Meditech Expanse

The position is full-time. Monday – Friday