Help Desk Specialist III

Overview

At Deaconess Health System, we advance the health and wellbeing of our community through compassionate care and dependable technology. The Help Desk Specialist III is a senior-level technical support role responsible for advanced troubleshooting, escalation resolution, and mentorship within the IT Service Desk. This role serves as a subject matter expert, supports complex incidents, and plays a key role in maintaining reliable technology services across the organization.

• Competitive pay
• Medical, dental, and vision insurance
• Retirement plans with employer contribution
• Paid time off and paid holidays
• Tuition assistance and professional development opportunities
• Employee wellness programs and resources

The Help Desk Specialist III provides advanced technical support for hardware, software, and enterprise applications. This role handles escalated incidents, contributes to service improvement initiatives, mentors junior staff, and partners with other IT teams to ensure timely resolution of issues impacting clinical and business operations.

• Resolve complex and escalated technical issues related to desktops, laptops, peripherals, applications, and network connectivity.
• Serve as an escalation point for Help Desk Specialist I & II team members.
• Troubleshoot issues across multiple systems, applications, and environments.
• Document incidents, solutions, and processes to support knowledge sharing and continuous improvement.
• Coordinate with infrastructure, application, and security teams to resolve enterprise-wide issues.
• Participate in system upgrades, rollouts, and IT projects as assigned.
• Monitor ticket queues to ensure service level expectations are met.
• Provide guidance, training, and mentorship to junior Help Desk staff.

• Associate’s or Bachelor’s degree in Information Technology or related field, or equivalent experience.
• Five or more years of IT support or service desk experience.
• Advanced knowledge of Windows operating systems, Microsoft Office, and enterprise applications.
• Experience with ticketing systems, remote support tools, and incident management processes.
• Strong customer service, communication, and problem-solving skills.

Help Desk Specialist III, IT Support, Service Desk, Technical Support, Desktop Support, Incident Management, Escalation Support, Healthcare IT, End User Support, Troubleshooting, Windows OS, Microsoft Office, IT Service Management (ITSM), Remote Support, Knowledge Base, Customer Support, Information Technology Services

Equal Opportunity Employer
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