Specialist-Information Services Intermediate

Indiana University Health; Bloomington (IN); Hybrid; USD 42,000 - 64,000; Full time

Job summary

Indiana University Health is seeking a Specialist-Information Services Intermediate to provide hands-on support for IU Health end user devices, software, and peripherals. You will diagnose issues, install equipment, and collaborate with Networking, Servers, Databases, Applications, and Vendors to restore services.

The role requires strong customer interaction, basic networking knowledge, and the ability to work on-site with some hybrid flexibility.

Qualifications

• High School Diploma required.
• Bachelor’s degree preferred.
• 2-4 years' experience in Service Desk required.
• A+ Certification preferred.
• Understands basic concepts of Information Services.
• Previous Phone support experience required.
• Recommends experience working in a Network Operations Center.
• Requires the ability to work any shift or day as needed by management.

Responsibilities

• Provide hands-on assistance and remote/onsite support to end-users.
• Install hardware, software and peripherals.
• Support thin clients, scanners, printers, MFDs, Apple and mobile devices.
• Support Windows and macOS, Android, Microsoft O365, VDI.
• Diagnose and troubleshoot technical issues.
• Resolve network, software, and hardware problems.
• Follow ticketing procedures and document updates.
• Coordinate with IT staff to ensure smooth IT operations.

Skills

Service Desk

A+ Certification

Networking

Windows OS

macOS

Phone Support

Troubleshooting

Education

High School Diploma

Bachelor's preferred

Tools

Ticketing system

Job description

Overview

Specialist-Information Services Intermediate

Specialist-Information Services Intermediate.

Summary

Performs analytical, technical, and installation of new and existing IU Health approved end user devices. Works on hardware and software problems. Interacts with customers and other Information Services Teams such as Networking, Servers, Database, Applications, Web, Vendors, etc., to restore services and/or identify and correct the core problem. Basic understanding of networking and communication protocols. Installs new equipment and maintains existing equipment including the ability to perform warranty work. Assist as needed in small and large end user projects and moved, adds, changes of equipment, software and peripherals including on-site troubleshooting of existing equipment. Reports problems via established policies, procedures, and rounding logs. Candidates for the position will be evaluated according to the following criteria and competencies.

Our team members 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 organization in the role of

Specialist-Information Services Intermediate.

Summary

Performs analytical, technical, and installation of new and existing IU Health approved end user devices. Works on hardware and software problems. Interacts with customers and other Information Services Teams such as Networking, Servers, Database, Applications, Web, Vendors, etc., to restore services and/or identify and correct the core problem. Basic understanding of networking and communication protocols. Installs new equipment and maintains existing equipment including the ability to perform warranty work. Assist as needed in small and large end user projects and moved, adds, changes of equipment, software and peripherals including on-site troubleshooting of existing equipment. Reports problems via established policies, procedures, and rounding logs. Candidates for the position will be evaluated according to the following criteria and competencies.

Candidate Qualifications

Candidates for the position will be evaluated according to the following criteria and competencies.

• High School Diploma required.
• Bachelors preferred.
• 2-4 years' experience in Service Desk required.
• A+ Certification preferred.
• Understands basic concepts of Information Services.
• Previous Phone support experience required.
• Recommends experience working in a Network Operations Center.
• Requires the ability to work any shift or day as needed by management.

Role Responsibilities

• A technical support specialist provides hands-on assistance, virtual and onsite support to end-users experiencing technical issues with their desktop computers, software applications, and peripherals.
• Installing hardware, software, and peripheral devices
• Thin clients; scanners; printers; MFD; Apple devices; mobile devices; etc.
• Windows OS and MAC OS; Android; Microsoft O365; VDI
• Diagnosing technical issues and problems
• Troubleshooting and resolving problems related to network connectivity, software configuration, and hardware malfunctions.
• Physical Requirements: Standing, Lifting (up to 40 lbs.), Crouching (beneath desks)
• Providing timely and effective technical support and communicating effectively with end-users and other IT personnel
• Documenting and updating support tickets and service requests and working in coordination with other IT staff to ensure smooth and efficient IT operations.
• Asset Management control in ticketing system
• Customer Rounding

Other duties as assigned.

The Technical Support Specialist ensures that IT systems operate at peak efficiency and with a minimum of downtime to end-users and takes proactive measures to prevent technical problems and ensure IT security.

Key Relationships

Reports to: Manager-Information Services

Direct Reports: N/A

Shift: Full time/Hybrid

Location: Bloomington, IN

Indiana University Health is unlike any other healthcare system, and we are looking for team members who share the things that matter most to us. IU Health leaders play a crucial role in advancing the mission of our organization and inspiring teams to make a meaningful difference in the lives of patients. As one of Indiana’s largest employers and the most comprehensive medical system in the state, our vision to lead the transformation of healthcare through quality, innovation, and education, and make Indiana one of the healthiest states. IU Health is the largest health system in Indiana with nearly 40,000 team members, 15 hospitals, and $8.64 billion in operating revenue. The system’s programs in cancer, cardiovascular, neuroscience, orthopedics, pediatrics, and transplants have received national recognition for quality patient care. IU Health, in partnership with the Indiana University School of Medicine, brings together highly skilled physicians, researchers, and educators into close collaboration to provide world-class care for children and adults and improve the health of patients and communities across Indiana.

Indiana University Health is dedicated to a fair hiring process and is committed to equal opportunity and nondiscrimination for all individuals, regardless of age, color, disability, ethnicity, marital status, national origin, race, religion, gender identity, expression, sexual orientation, or veteran status.

We are an equal opportunity employer. IU Health does not discriminate on the basis of race, color, religion, sex, sexual orientation, age, disability, genetic information, veteran status, national origin, gender identity and/or expression, marital status or any other characteristic protected by federal, state or local law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.