Help Desk Technician

Job Description

Job Description

About Us

Iowa Digestive Disease Center and Iowa Endoscopy Center are proud to serve the community and surrounding area with regard to digestive health needs. Our endoscopy center is one of only three centers in Iowa recognized by the American Society for Gastrointestinal Endoscopy. The American Society for Gastrointestinal Endoscopy is known as the leader in setting standards for excellence in gastrointestinal endoscopy and has designed the only national program recognizing quality and safety in the practice of gastrointestinal endoscopy.

Our center has also been accredited by the AAAHC, having met their rigorous quality and safety standards. AAAHC accreditation and certification is recognized nationwide as a symbol of quality that reflects an organization’s commitment to meeting certain performance standards. Our board-certified physicians specialize in gastroenterology, hepatology, diagnostic endoscopy, therapeutic endoscopy, infusion, and advanced therapeutics.

Job Summary
We are seeking a reliable and internal customer-focused IT Help Desk Technician to serve as a key member of our Information Technology team by providing technical support. The Help Desk Technician will troubleshoot hardware, software, network, account, and access-related issues; respond to support requests; assist with onboarding and offboarding; and escalate complex technical issues when appropriate.

The ideal candidate is an excellent communicator who enjoys helping people, approaches problems methodically, stays organized, and can balance multiple support requests while maintaining a high level of professionalism. 

The Help Desk Technician reports to and assists the Systems Administrator.

Key Responsibilities 

• Diagnose and resolve hardware, software, operating system, connectivity, mobile device, printer/photocopier, phone, and other IT-related issues using strong problem-solving skills.
  
• Install, configure, and maintain desktop computers, laptops, monitors, printers, mobile devices, and other IT equipment
  
• Create, update, and manage user accounts, permissions, and access to systems in accordance with company policies
• Accurately document incidents, troubleshooting steps, resolutions, and follow-up activities in the IT ticketing system
• Assist with employee onboarding and offboarding
• Maintain accurate hardware and software inventory records
• Assist with IT projects, system upgrades, software deployments, and technology rollouts
• Perform other IT-related duties as assigned

Required Qualifications

• High school diploma or equivalent (associate degree or technical education in Information Technology or a related field is preferred)
  
• Minimum of three (3) years of experience in a help desk role, technical support, or a similar role
• Working knowledge of Windows operating systems and common desktop and mobile applications
• Working knowledge and general understanding of network systems
  
• Knowledge of common software programs
  
• Strong customer service skills and the ability to work effectively with users of varying technical abilities

Skills and Abilities

• Excellent communication and interpersonal skills
• Friendly and professional, with the ability to create a welcoming atmosphere
• Strong organizational skills, attention to detail, and ability to prioritize multiple requests while managing time effectively
• Able to maintain accurate documentation and follow established procedures
  
• Self-motivated learner and committed to keeping up with rapidly changing technology
  
• Able to take initiative
  
• Able to multitask and stay calm under pressure
• Dependable and punctual
• Must maintain confidentiality and comply with HIPAA and company policies
  
• Experience within a healthcare setting is preferred but not required
  

Physical Requirements

• Able to sit and work at a computer for extended periods
• Able to regularly lift, carry, and move IT equipment weighing up to approximately 50 pounds
• Able to occasionally work under desks to connect equipment, cords and cables
  

Hours

• Monday-Friday, 7:00 AM-3:30 PM

Perks and Benefits:

• Health, dental, and vision insurance
• Life insurance
• Critical illness insurance
• Short-term and long-term disability insurance
• 401(k) with 4% employer match
• Profit sharing
• Up to 6 weeks of PTO
• Up to 6 weeks of family bonding leave
• 8 paid holidays
  
• Free catered lunches
• Employee assistance programs
• Free counseling services
• Free and discounted legal services

Job Type: Full-time, on-site