Carilion Clinic · 20 hours ago
HELP DESK TECHNICIAN II
Roanoke, Virginia
Full-time
Hybrid
Entry, Mid Level
2+ years expCarilion Clinic is a healthcare organization seeking a Help Desk Technician II to provide advanced technical support for employees. The role involves troubleshooting software and hardware issues, resolving client inquiries, and documenting support tickets while delivering exceptional customer service.
Child CareEducationHealth CareMedicalWellness
Responsibilities
Provides initial employee advanced support for technical inquiries received via phone, email, and messaging applications
Responds to and diagnoses advanced problems through discussion with users, which includes trouble shooting and resolving issue or incident escalation
Quickly identifies client issues and utilizes existing knowledge, tools, and resources to resolve client issues during first contact
Handles escalated problems, handling time sensitive and high level issues
Troubleshoots software and hardware issues on laptops, desktops, tablets, and/or smartphones
Resolves support requests with a high degree of customer service
Assists with “how to” questions to educate clients while providing support as needed
Submits knowledgebase articles for review
Assesses the nature of the call, resolves Level 1 issues, and escalates to the appropriate work groups, when necessary
Documents all client, vendor, and team contacts in ticketing system
Logs support tickets in Carilion’s IT Service Management System
Monitors network operations including troubleshooting, opening Verizon support tickets, and notifying key stakeholders
Mentors others by assisting with questions in Microsoft Teams chat, shadows new hires and provides constructive feedback
Interacts with clients, vendors, and multiple teams via phone calls, emails, and Microsoft Teams to provide resolution to problems and other requests as necessary
Provides effective and timely resolution of users’ problems, queries
Consistently deliver the best in customer service and patient care
As a team member, demonstrate respect, dignity, kindness, and empathy in each encounter with patients, families, visitors, and other employees
Champion Carilion's mission, vision, and values; comply with the policies and procedures, ethical standards and code of conduct set forth by the company
Qualification
Required
Associate degree or two industry certifications
2 years of experience
Intermediate to advanced knowledge of LAN/WAN
Intermediate to advanced knowledge of Active Directory
Intermediate to advanced knowledge of mobile devices (Apple and Android)
Intermediate to advanced knowledge of Microsoft Operating Systems
Intermediate to advanced knowledge of Microsoft Office 365 applications
Familiar with MacOS
Ability to understand and follow specific knowledge documents and procedures
Ability to learn new tools, programs, and technical skills
Strong documentation skills
Critical thinking skills
Preferred
CompTIA A+
CompTIA Network+
CompTIA Security+
Epic Proficiency in any module
Any Microsoft certification
Associate degree with IT emphasis
Help Desk certification from HDI
Requires a minimum of 15 hours of continuing education hours per year to maintain current knowledge of relevant product offerings and methods of support delivery, to provide technically accurate solutions to customers
Benefits
Comprehensive Medical, Dental, & Vision Benefits
Employer Funded Pension Plan, vested after five years (Voluntary 403B)
Paid Time Off (accrued from day one)
Onsite fitness studios and discounts to our Carilion Wellness centers
Access to our health and wellness app, Virgin Pulse
Discounts on childcare
Continued education and training
Company
Carilion Clinic
Carilion Clinic is a health care organization based in Virginia with more than 650 physicians in 70 specialties.
10001+ employees
H1B Sponsorship
Carilion Clinic has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (17)
2024 (19)
2023 (13)
2022 (13)
2021 (15)
2020 (31)
Funding
Current Stage
Late StageTotal Funding
$0.3MKey Investors
CDA FoundationVirginia Innovation Partnership CorporationUnitedHealthcare
2025-04-04Grant
2023-04-18Grant· $0.07M
2022-08-10Grant· $0.23M
Leadership Team
Steve Arner
President / CEO, Carilion Medical Center
Don Halliwill
Chief Financial Officer
Recent News
Research and Markets
2025-11-27
2025-05-05
Company data provided by crunchbase