Help Desk Specialist II (Full-Time)

This full-time Help Desk Specialist II provides intermediate IT support for internal clinic staff across The Iowa Clinic locations. The role is onsite in West Des Moines, IA, with phone-based remote assistance and escalation, and includes mentoring of junior technicians.

Responsibilities

• Address escalated incidents affecting endpoints, authentication, applications, and connectivity
• Conduct on-site workstation deployments, imaging, hardware replacements, peripheral setup, and hands-on troubleshooting
• Utilize FreshService daily for ticketing, asset management, service catalog, and knowledge base; author and update knowledge articles
• Oversee the endpoint lifecycle, including imaging, software deployment, asset tracking, and hardware refresh cycles
• Handle 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 collaborate with senior IT staff on process improvements
• Participate in on-call rotations and after-hours escalation coverage

Requirements

• Associate or Bachelor’s degree in IT or related field, or equivalent experience
• 2 to 4 years of IT or service desk experience; healthcare IT experience preferred
• Strong working knowledge of Windows 11, Microsoft 365, Entra ID, and Active Directory
• Experience with endpoint management tools such as Intune, Automox, or similar
• Proficiency with FreshService or comparable service desk platforms
• Preferred certifications: CompTIA A+, Network+, Microsoft MS-900, or equivalent

Technologies

• FreshService service desk platform
• Windows 11 operating system
• Microsoft 365 suite
• Microsoft Entra ID
• Active Directory
• Intune
• Automox or similar endpoint management tool

Benefits

• Competitive 401(k) with employer match and profit sharing
• Employee incentive 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

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