Onsite IT Service Desk Lead — Mentoring & Support

The Iowa Clinic; West Des Moines (IA); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

401(k) with matching

Profit sharing

Professional development

Wellness program

Volunteer opportunities

Team events & appreciation

Job summary

The Iowa Clinic in West Des Moines, IA is seeking a Service Desk Technician II to support clinic staff onsite. You will resolve complex hardware and software issues and manage user accounts across multiple sites.

Ideal candidates have 2–4 years in a service desk role, knowledge of Windows 11, M365, Entra ID, and AD, and a passion for patient-focused IT support within a healthcare environment.

Qualifications

• Associate or bachelor’s degree in IT or related field, or equivalent experience.
• 2–4 years in service desk or technical support; healthcare setting is a plus.
• Strong working knowledge of Windows 11, Microsoft 365, Entra ID, and Active Directory.
• Experience with endpoint management tools (Intune, Automox, or similar).
• Proficiency with FreshService or comparable service desk platforms.
• CompTIA A+ preferred. HDI Support Center Analyst or similar certification accepted.

Responsibilities

• Provide advanced technical support for hardware, software, application, and user access issues.
• Resolve escalated service requests and perform onsite troubleshooting, deployments, and equipment installations across clinic locations.
• Manage endpoint devices, software deployments, asset inventory, and user account administration.
• Maintain accurate ticket documentation and knowledge base content within FreshService.
• Mentor Service Desk I team members and support continuous improvement initiatives.
• Participate in an on‑call rotation and deliver exceptional customer service while ensuring timely issue resolution.

Skills

Windows 11

Microsoft 365

Entra ID

Active Directory

Education

Associate or bachelor’s degree in IT or related field, or equivalent experience

Tools

Intune

Automox

FreshService

Job description

The Iowa Clinic in West Des Moines, IA is seeking a Service Desk Technician II to support clinic staff onsite. You will resolve complex hardware and software issues and manage user accounts across multiple sites.

Ideal candidates have 2–4 years in a service desk role, knowledge of Windows 11, M365, Entra ID, and AD, and a passion for patient-focused IT support within a healthcare environment.