IT Help Desk II: End-User Support & Troubleshooting

Willis-Knighton-Health; Shreveport (LA); On-site; USD 42,000 - 56,000; Full time

Job summary

Willis-Knighton-Health in Shreveport, LA is seeking a Help Desk II to provide technical support for end users and clients, addressing hardware, software, and network issues.

You will manage tickets, document resolutions, assist callers via phone/remote tools, and escalate when needed, while building knowledge of applications and EMR systems. The role emphasizes teamwork with IT colleagues, quality service, and ongoing user training to improve operations.

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 and escalate unresolved issues as needed.
• Ensure proper recording, documentation, and closure of tasks/tickets.
• Demonstrates subject matter expertise in supporting projects, customers, and teams, with knowledge of applications/systems in multi-assigned areas.
• Create and maintain Active Directory users and EMR systems.
• Maintains high standards for quality of work and provides feedback to team members.
• Manages medium complexity projects/requests and collaborates with team members.
• Contributes to strategy discussions and facilitates timely, sound decisions.

Responsibilities

• Respond to end user IT issues, provide hardware, software, and network support.
• Assist callers via phone or remote tools with clear communication.
• Troubleshoot and resolve medium incidents independently and escalate when needed.
• Record, document, and close tasks/tickets in the service management tool.
• Maintain knowledge of applications and EMR systems across multiple areas.
• Collaborate with IT teams to resolve application/software issues.
• Create/maintain Active Directory users and access.
• Support training sessions for users and co-workers.
• Assist in evaluating new releases and functionality of applications.

Skills

Customer service

End user support

IT issues troubleshooting

Phone support

Remote tools

Ticket management

Documentation

Active Directory

EMR systems

Team collaboration

Training users

Job description

Willis-Knighton-Health in Shreveport, LA is seeking a Help Desk II to provide technical support for end users and clients, addressing hardware, software, and network issues.

You will manage tickets, document resolutions, assist callers via phone/remote tools, and escalate when needed, while building knowledge of applications and EMR systems. The role emphasizes teamwork with IT colleagues, quality service, and ongoing user training to improve operations.