Service Desk Technician II

Service Desk Technician II

IT West Des Moines, Iowa

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Description

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 Service Desk Technician 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

• Provide advanced technical support for hardware, software, application, and user access issues.

• Resolve escalated service requests and perform onsite troubleshooting, deployments, and equipment installations across clinic locations.

• Manage 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 and support continuous improvement initiatives.

• Participate in an on-call rotation and deliver exceptional customer service while ensuring timely issue resolution.

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. Customer service experience in a healthcare or clinical setting is a plus.

• 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+ preferred. HDI Support Center Analyst or similar customer service certification also accepted

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