Help Desk Technician II

Rewarding career. Competitive salary. Outstanding benefits.

The Help Desk Technician II provides intermediate technical support to ensure smooth Information Systems operations throughout Whitman Hospital and Medical Clinics, including the main campus and outlying clinics. This role acts as a bridge between Help Desk Technician I and the Help Desk Technician Lead by handling escalated tier II issues, mentoring junior technicians, and assisting with complex installations, configurations, and troubleshooting of hardware, software, and network systems.

 

STANDARD EXPECTATIONS

• Promote a Positive Working Environment

  • Conducts oneself in line with organization’s mission, values and standards of behavior.

  • Accepts change and challenges with a positive attitude.

  • Consistently adheres to organizational policy.

• Communicate Effectively

  • Builds collaborative relationships with IS staff and hospital employees.

  • Provides timely and clear updates to the Manager of Information Systems and Help Desk Lead.

  • Assists in documentation of procedures and system changes.

• Perform Duties Efficiently and Effectively

  • Provides guidance and informal training to Help Desk Technician I staff.

  • Escalates complex issues appropriately and assists in resolving escalated support tickets.

  • Acts in compliance with applicable federal, state, and local regulations.

  • Performs other duties as assigned.

 

AREA OF RESPONSIBILITY

DUTIES & RESPONSIBILITIES

Performance Standards

• Provides tier II technical support through the IS department’s help desk system.

• Respond to escalated support tickets from Tier I staff through the IS help desk system in a timely manner.

• Diagnose and resolve complex hardware, software, and network issues that cannot be addressed at the Tier I level.

• Assists in the configuration, installation, and maintenance of computers, printers, and network devices.

• Troubleshoots and resolves issues related to network connectivity, user access, and clinical application support.

• Assists with imaging, patching, and software deployment processes.

• Supports communication systems, including phones, radios, and nurse call systems.

• Collaborate with the Help Desk Lead and Manager of Information Systems on special projects and process improvements.

• Ensures all installations follow IS standards and are properly documented.

• Demonstrates effective collaboration and mentorship.

• Demonstrates analytical problem-solving and communicates resolutions clearly.

• Maintains up-to-date system images and deployment records.

• Ensure consistent uptime and reliability of communication systems.

• Contributes ideas and assists in implementation to improve system efficiency.

 

 

 

QUALIFICATIONS

Required

• Associate degree in Information Technology or three (3) years of related IT or IS help desk experience.

• Strong understanding of desktop operating systems, networking fundamentals, EMR systems, and hardware maintenance.

• A current unrestricted driver’s license.

Preferred

• TIAA+, CCNA, Network+, CISSP, MCSE or PDC.

• Experience with EHR systems, Active Directory, and enterprise-level support environments.

• Previous mentorship or training experience.

 

WORK ENVIRONMENT AND PHYSICAL DEMANDS

This position is primarily worked in a clinical and office environment. The position will require the ability to lift, and carry, up to 50 pounds and push or pull over 50 pounds. The position will require bending, twisting, squatting, reaching, reaching overhead, sitting and standing frequently. Occasionally the position requires climbing, kneeling and crawling. The position requires continuous finger dexterity and fine manipulation. All basic life functions such as hearing, seeing, speaking, standing and walking are required.

 

The employee must demonstrate the ability to perform the essential functions of the position, with or without reasonable accommodation.

If you are looking for a rewarding career with a great team, you'll enjoy your career with us !

POSITION DETAILS

Hours per week:

40

Employee Status:

Regular Full Time

Shift:

Day Shift (United States of America)

Pay Range:

$26.00 - $45.50

Actual pay offered will vary based on years of experience.

EMPLOYEE BENEFITS

Our benefit package includes medical, dental, vision, life insurance, and retirement options (403(b) & 457). Medical insurance coverage begins on day one and is available to both full time and part time employees. Additionally, employees receive discounts on medical services provided by Whitman Hospital and Medical Clinics. Differentials apply for evening, night, and weekend shifts. Our unique PTO plan enables employees to increase their accrual with each year of service!