Desktop Support III

Deaconess Health System’s Digital Technology Services team is seeking a senior, hands-on Desktop Support III professional in Princeton, Indiana. This onsite role provides advanced desktop and end-user support, serves as a Subject Matter Expert (SME) for assigned technologies, and supports core IT operations across a small team.

Role Overview

As a Desktop Support III, you will deliver advanced technical assistance to Deaconess Health System staff while maintaining responsibility for deployment and lifecycle activities tied to IT-leased hardware. You will also support server maintenance tasks, phone system administration, and basic networking troubleshooting. The position includes help desk ticket support, documentation, change management adherence, and ongoing improvement efforts focused on service quality and productivity.

Key Responsibilities

• 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
• Provide advanced technical support, routine maintenance, and problem investigation and 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 and cabling issues, and coordinate with network teams as needed
• Address maintenance upgrades and system improvements across supported technologies
• Work independently while following 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
• Monitor and optimize application performance and coordinate vendor support when required
• Assist with the development and improvement of Help Desk productivity and service quality metrics
• Respond accurately and courteously to customer inquiries, including answering ACD telephones
• Participate in a rotating on-call schedule to support after-hours issues as needed

Required Skills and Experience

• 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 or 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

Technologies and Tools

• Help Desk ticketing systems
• IT service management workflows
• Help Desk ticketing and tracking software
• ACD telephones
• ITIL practices
• ServiceNow
• ITSM tools

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

Schedule

• 7:30 AM – 4:00 PM
• Rotating on-call schedule after completion of the probationary period

Benefits

• 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