Job Description

Schedule:
7:30 AM – 4:00 PM
Rotating on‑call schedule after completion of probationary period

Join Our Team

Deaconess Health System is seeking an experienced Desktop Support III to join our Digital Technology Services team. This is a senior‑level, hands‑on role supporting a smaller, highly collaborative IT team where staff regularly contribute across multiple technology domains.

In addition to advanced end‑user support, this role participates in server maintenance, phone system support, and basic networking activities, making it ideal for a well‑rounded IT professional who enjoys variety, ownership, and direct impact. You will serve as a subject matter expert (SME) for assigned technologies, help maintain hardware and system standards, and deliver exceptional customer service across the organization.

Benefits

We pride ourselves in retaining our top talent by offering work environments that support professional development and personal success. In addition to our robust healthcare and retirement plans, we offer:

• Onsite children’s care centers (Infant through Pre‑K)
• Tuition reimbursement
• Free access to fitness centers with available health coaches
• Career advancement opportunities
• Competitive pay with annual opportunities for pay increases and bonuses

• Provide advanced desktop and end‑user support for Deaconess Health System staff
• Maintain and improve deployment and lifecycle management of IT‑leased hardware
• Serve as a Subject Matter Expert (SME) for assigned applications, systems, and technologies
• Support server, phone system, and networking activities as part of a small IT team
• Ensure adherence to change management procedures and documentation standards
• Maintain accurate asset tracking and inventory records
• Support continuous improvement of Help Desk productivity and customer service performance

What You Will Do

• Provide advanced technical support, routine maintenance, and problem investigation/resolution for desktop systems, applications, and hardware
• Troubleshoot complex desktop, laptop, peripheral, and endpoint issues
• Participate in basic server administration and maintenance tasks, including monitoring, patching, and troubleshooting under established procedures
• Assist with phone system administration and support, including endpoint configuration, troubleshooting, and user assistance
• Support network connectivity troubleshooting, including workstation connectivity, cabling issues, and coordination with network teams as needed
• Address maintenance upgrades and system improvements across supported technologies
• Work independently while adhering to established IT standards and best practices
• Document work efforts clearly and maintain detailed support and change records
• Utilize and help maintain Help Desk ticketing and tracking software
• Adhere to departmental Change Management procedures
• Monitor and optimize application performance and coordinate vendor support when required
• Assist in developing and improving Help Desk productivity and service quality metrics
• Respond accurately and courteously to customer inquiries, including answering ACD telephones
• Participate in on‑call rotation to support after‑hours issues as needed

What You Will Need

Required Qualifications

• Associate’s degree in Computer Information Services, Computer Science, or a related field
• 5+ years of progressive IT support experience, including advanced desktop or endpoint support
• Demonstrated experience working in smaller IT teams with responsibility across multiple technology areas
• Strong troubleshooting and analytical problem‑solving skills
• Experience supporting desktop operating systems, laptops, peripherals, and endpoint devices
• Hands‑on experience with hardware troubleshooting and repair
• Working knowledge of server environments (monitoring, basic maintenance, patching, troubleshooting)
• Experience supporting or troubleshooting enterprise phone/telecom systems
• Basic understanding of networking concepts, including connectivity troubleshooting
• Experience with Help Desk ticketing systems and IT service management workflows
• Ability to work independently, manage priorities, and communicate effectively with users

Preferred Qualifications

• Baseline certification per Career Development Plan plus 3+ advanced certifications and/or relevant college coursework
• Experience in a healthcare or regulated IT environment
• Familiarity with ITIL practices, ServiceNow, or similar ITSM tools
• Experience supporting backup software or endpoint security tools

Other Keywords

Desktop Support III, Senior Desktop Support, IT Support Specialist, Help Desk Analyst, End User Support, Technical Support, Hardware Support, Desktop Technician, IT Service Desk, Healthcare IT, Asset Management, Change Management, Incident Management, Server Support, Basic Server Administration, Network Troubleshooting, Phone System Support, Telecom Support, Desktop Operating Systems, Laptop Support, Hardware Troubleshooting, Application Support, Customer Service, ITSM, ServiceNow, Endpoint Support, Information Services, Digital Technology Services