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Carle Health · 1 day ago

Service Desk Engineer 1

Urbana, IL, US

Full-time

Onsite

New Grad, Entry Level

$24.04/hr - $40.15/hr

Carle Health is a healthcare organization committed to supporting patient care across central and southeastern Illinois. The Enterprise Service Desk Engineer 1 is responsible for providing first and second level IT support, ensuring minimal disruption to patient care while managing various technology-related issues.

Hospital & Health Care

Responsibilities

Provide first-line support to clinical and administrative staff via phone, email, and in-person

Provide front line (tier one) and advanced (tier two) IT support to clinical and administrative staff ensuring minimal disruption to patient care, related to desktop computers, laptops, printers, mobile devices, peripherals, software applications, and network

Log all calls and activities accurately into the ITSM, including updates and status changes while abiding by ITIL Incident Management outlined framework

Proactively recognize symptoms of systems outages and trends through reported issues and communicate throughout the organization

Demonstrate professionalism in high stress situations while de-escalating excited or frustrated customers

Acquires Dell Self Maintainer certification allowing staff to perform warranty repairs on hard drives, system boards, and processors in Dell equipment

Performs initial network troubleshooting to identify root cause of issues prior to escalating to the proper team

Understands network infrastructure and able to use network analytical tools such as Cisco Catalyst Center, ISE Management console, and Fluke meters for troubleshooting

Maintains mid-level networking knowledge pertaining to data communications, networking equipment and LAN and networking protocols such as TCP/IP, DNS, and DHCP

Uses Active Roles, Cisco Splunk, and Microsoft Entra for network account issues and computer access issues

Guide remote users through setup and configuration of computer hardware and peripherals and ensure seamless integration with Meraki VPN appliance by utilizing Cisco Meraki Dashboard

Assists in setup and supports Microsoft Authenticator and Imprivata two factor authentication for employee access to the network

Performs initial troubleshooting for a wide range and constantly evolving applications before resolving or escalating to the application team

Use remote desktop tools to resolve technical issues ensuring secure and reliable access to systems and applications

Evaluate the customer objective and advocate for end-user needs and contribute suggestions for service improvement

Collaborate with other technical team members to provide exceptional customer service to the client

Provision and configure all company computing devices utilizing Microsoft Endpoint Configuration Manager and Intune ensuring they meet Carle standards

Ensure compliance with HIPAA and other healthcare IT regulations when handling sensitive patient and system data

Consults with assigned departments and understands their departmental workflows to advise on sound technological solutions

Gathers business requirements and use case information for consideration to IT Assessment Team for new applications and technology

Collaborates with Project Management and Facilities teams to ensure a successful move for departments to new locations

Adheres to all Carle Behavior Standards

Ensure a high level of customer satisfaction through effective communication and problem-solving

Ability to analyze real-world problems and implement solutions following corporate guidelines, industry best practices, and established procedures

Continuously expanding skills, learning the latest technologies and maintaining knowledge of IT policies to provide technically accurate solutions

Qualification

IT service managementNetwork troubleshootingMicrosoft technologiesDell Self Maintainer certificationHIPAA complianceMicrosoft Endpoint Configuration ManagerCisco Meraki DashboardCustomer serviceCommunication skillsProblem-solving

Required