The IT Help Desk Specialist Level 2 provides advanced, hands-on technical support to Behavioral Health Clinic (BHC) employees in Wausau, WI through a hybrid work model. The role focuses on resolving complex endpoint, account, application, and connectivity issues while maintaining secure technology access and reliable service operations.
Role Overview
The Help Desk Technician Level 2 independently diagnoses and resolves complex issues affecting endpoints, user accounts, applications, and network connectivity. The position also administers approved access and device configurations, coordinates escalations that require specialized or vendor support, and supports onboarding and offboarding workflows.
In addition, the role maintains technology asset records and improves support documentation and service practices to support consistent, secure, and efficient employee access to technology services.
Key Responsibilities
- Handle support requests escalated from Level 1 or submitted through the ticketing system, email, phone, or in person.
- Evaluate business impact and urgency, set expectations, keep users informed through resolution, and confirm solutions before closing requests.
- Troubleshoot computers, operating systems, approved software, Google Workspace applications, printers, phones, peripherals, accounts, authentication, and network connectivity using a systematic approach.
- Create, modify, and disable accounts; assign access based on approved requests and least-privilege practices; support multifactor authentication; and apply standard device, software, and security configurations.
- Own assigned tickets, coordinate with internal technical resources and outside vendors, document tests and findings, communicate ticket status, and confirm resolution with users.
- Configure, test, repair, and prepare computers, phones, software, and peripherals.
- Coordinate warranty service, replacements, secure storage, and approved disposal when required.
- Track assignment, location, condition, asset tags, and lifecycle status for computers, phones, monitors, peripherals, software, licenses, and other technology.
- Perform audits and document transfers.
- Monitor recurring incidents, identify trends, and recommend practical improvements to workflows, configurations, equipment standards, and user guidance.
- Create and update knowledge-base articles, setup instructions, checklists, and troubleshooting records.
- Follow privacy, information security, access-control, and acceptable-use requirements.
- Promptly report suspected security incidents, phishing, loss of equipment, or unauthorized access through established channels.
- Perform other related duties as assigned.
Required Education and Experience
- Associate degree, technical coursework, or formal training in information technology or a related field.
- At least two years of experience in help desk, desktop support, or a related technical support role, or an equivalent combination of education and hands-on experience.
Required Knowledge and Skills
- Working knowledge of computer hardware and operating systems, Google Workspace applications and administration, user accounts, multifactor authentication, printers, mobile devices, and common network connectivity concepts.
- Ability to troubleshoot complex issues methodically, prioritize by impact and urgency, document actions accurately, and recognize when escalation is needed.
- Clear written and verbal communication skills and a patient, professional approach to supporting users with varied technical experience.
- Ability to manage multiple requests, maintain equipment and asset records, protect confidential information, and follow established procedures.
- Ability to obtain a Google Workspace certification within six months of hire, if required by BHC.
Tools and Technologies
Google Workspace, Google Workspace administration, multifactor authentication, Google IT Support, Google Workspace certification, Google Workspace applications, CompTIA A+, mobile devices, printers, network connectivity concepts, ticketing system, asset-management tools, directory or identity services, endpoint management, and remote-support tools.
Benefits
- Healthcare benefits including dental, vision, short-term disability, and long-term disability.
- Retirement plan options.
- Paid time off and holidays.
- Supportive, collaborative team environment.
- Opportunities for advancement and leadership.
Additional Job Information
This position has access to confidential employee, applicant, benefit, health, financial, and organizational information. Information must be used only for authorized business purposes and protected in accordance with applicable laws, professional standards, and BHC policies.
Required training may include new-hire orientation, HIPAA and privacy, information security, compliance, HR-system training, and other role-specific training assigned by BHC.
Work Environment and Physical Demands
The role primarily involves computer and telephone work in a professional office or approved remote-work environment. The employee must be able to communicate verbally and in writing, use standard office technology, maintain concentration amid routine interruptions, and occasionally stand, walk, reach, bend, or lift and carry office materials weighing up to 20 pounds. Reasonable accommodations may be provided as required by applicable law.
Equal Employment Opportunity and Eligibility
- BHC is an equal opportunity employer. Employment decisions are made without regard to any characteristic protected by applicable federal, state, or local law.
- BHC provides reasonable accommodations during the application and hiring process as required by applicable law.
- Successful candidates must complete Form I-9, Employment Eligibility Verification, as part of BHC’s onboarding process.
