Service Desk Technician II

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.

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