Job Description

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 doIndiana University Health is seeking individuals who embody these values to join our Information Services team in the role of Intermediate Information Services Specialist.

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.

Candidate Qualifications

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

• High School Diploma required.
• Bachelor's 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

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. 

Their responsibilities include, but are not limited to, the following:  

• 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 Operations

Direct Reports: None

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 is 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, bring 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.

• Indiana University Health has nearly 40,000 team members, including more than 3,600 physicians and 1,200 advanced practice providers, and we’re home to the largest nursing network in Indiana with more than 9,000 nursing team members at over 800 sites of care.
• IU Health is ranked No. 1 in Indiana by U.S. News & World Report, Riley Children's Health is ranked among the top children's hospitals in the country by U.S. News & World Report.
• A unique partnership with the Indiana University School of Medicine – one of the nation’s largest medical schools – gives patients access to groundbreaking research and innovative treatments, and it offers team members access to the latest science and the very best training – advancing healthcare for all.
• With 15 hospitals, including seven with Magnet designation and eight with Pathways to Excellence designation, our team members are leading the way through excellence.
• At Indiana University Health, your personal and professional growth is a top priority. You will have access to many diverse opportunities to learn and develop in meaningful ways that matter most to you, such as advanced clinical training, leadership development, promotion opportunities and cross training development.
• Indiana University Health is invested in the lives of Hoosiers, leading the transformation of healthcare to make Indiana one of the nation’s healthiest states.