Help Desk Specialist II (Full-Time)

Looking for a career where you love what you do and who you do it with? You're in the right place. Healthcare here is different - we're locally owned and led by our physicians, and all decisions are always made right here in Central Iowa. By working at The Iowa Clinic, you'll get to make a difference while seeing a difference in our workplace. Because as one clinic dedicated to exceptional care, we're committed to exceeding expectations, showing compassion and collaborating to provide the kind of care most of us got into this business to deliver in the first place. Think you've got what it takes to join our TIC team? Keep reading… A day in the life… Wondering what a day in the life of a full-time Help Desk Specialist II at The Iowa Clinic might look like? The Service Desk Technician II provides intermediate‑level IT support for internal clinic staff across The Iowa Clinic locations. This role is primarily onsite and hands‑on, supporting PC technology at clinic sites, with additional responsibility for phone‑based remote support and escalated ticket resolution. The position operates with limited supervision and serves as a mentor to Service Desk Technician I staff. Key Responsibilities Resolve escalated technical issues related to endpoints, identity, applications, and connectivity Perform onsite workstation deployments, imaging, hardware replacement, peripheral setup, and hands‑on troubleshooting Use FreshService daily for ticketing, asset management, service catalog, and knowledge base; contribute and maintain knowledge articles Manage endpoint lifecycle including imaging, software deployment, asset tracking, and hardware refreshes Perform intermediate Microsoft Entra ID and Active Directory tasks such as group management, MFA, shared mailboxes, and licensing Support clinical applications, printers, and devices in coordination with application owners Mentor Level I technicians and provide real‑time escalation support Identify recurring issues and partner with senior IT staff on process improvements Participate in on‑call rotation and after‑hours escalation support Qualifications Associate or Bachelor's degree in IT or related field, or equivalent experience 2-4 years of IT or service desk experience; healthcare IT preferred 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 Preferred certifications: CompTIA A+, Network+, Microsoft MS‑900, or equivalent What's in It for You Competitive 401(k) with employer match and profit sharing Employee incentives and rewards programs Training and professional development opportunities Health and wellness program with up to $350 per year in incentives Quarterly volunteer opportunities with local nonprofits Transparent communication through all‑employee meetings, team huddles, and feedback surveys A fun, engaging workplace with team events, celebrations, contests, and employee appreciation activities