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Desktop Support III

Deaconess Health System Princeton, IN

Princeton, IN

Today

Full time Application Support End User Support Hardware Support

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Job Description

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

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