Specialist-information services intermediate (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 Specialist-Information Services Intermediate (Desktop), in Fort Wayne, IN.

Summary

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.

Key Relationships

Reports to: Manager-Information Services Operations

Indiana University Health is unlike any other healthcare system and we're 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 is to lead the transformation of healthcare through quality, innovation, and education, and make Indiana one of the healthiest states.