Service Desk Technician II
On-siteWest Des Moines, Iowa, United States
Job Summary
Provide advanced technical support for hardware, software, application, and user access issues across The Iowa Clinic locations. Resolve escalated service requests, perform onsite troubleshooting, deployments, and equipment installations while managing 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, support continuous improvement initiatives, and participate in an on-call rotation to deliver exceptional customer service. Requires strong working knowledge of Windows 11, Microsoft 365, Entra ID, and Active Directory, with experience in endpoint management tools and FreshService. This intermediate-level role offers limited supervision and includes competitive benefits, health incentives, and professional development opportunities within a locally owned healthcare environment.
Required Qualifications
- Associate or bachelor's degree in IT or related field, or equivalent experience
- 2–4 years of experience in service desk or technical support roles
- 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
Desired Qualifications
- Customer service experience in a healthcare or clinical setting
- CompTIA A+ certification
- HDI Support Center Analyst or similar customer service certification
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