Carle Health
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Service Desk Engineer 2
role at
Carle Health
Overview
The Enterprise Service Desk Engineer 2 provides first-level (phone) support for all regions and second-level support, handling service requests for the east region. This role involves installing, supporting, upgrading, and resolving issues related to company technology (computers, laptops, printers, and phones). The engineer takes ownership of issues, reports, and routes them to support staff. The role includes departmental projects, moves, and various service requests. The ideal candidate balances escalations across network/security, systems, cloud, and Microsoft core technologies and demonstrates a strong understanding of IT service management, excellent communication, and a commitment to supporting healthcare professionals in delivering high-quality patient care.
Qualifications
Certifications , Education: Experience In Lieu of Education; Associate\'s Degree: Related Field, Work Experience: Relevant; Carle experience
Responsibilities
Provide first-line support to clinical and administrative staff via phone, email, and in-person; deliver front-line (tier one) and advanced (tier two) IT support for desktops, laptops, printers, mobile devices, peripherals, software applications, and network.
Log all calls and activities into the ITSM with updates and status changes, following ITIL Incident Management guidelines.
Identify symptoms of outages and trends from reported issues; communicate findings across the organization.
Maintain professionalism in high-stress situations; de-escalate frustrated customers.
Obtain Dell Self Maintainer certification to enable staff to perform warranty repairs on Dell hardware.
Perform initial network troubleshooting to identify root causes before escalation to appropriate teams; understand network infrastructure and use tools such as Cisco Catalyst Center, ISE Management, and Fluke meters.
Maintain mid-level networking knowledge: data communications, LAN, TCP/IP, DNS, DHCP.
Use Active Roles, Cisco Splunk, and Microsoft Entra for account and access issues.
Guide remote users through setup and configuration of hardware and peripherals; integrate with Meraki VPN using Cisco Meraki Dashboard.
Assist in setup and support of Microsoft Authenticator and Imprivata two-factor authentication.
Perform initial troubleshooting for a wide range of applications; escalate to application teams as needed.
Use remote desktop tools for secure, reliable access to systems and applications.
Evaluate customer objectives and advocate for end-user needs; contribute to service improvements.
Collaborate with technical teams to provide exceptional service to the client.
Provision and configure company computing devices using Microsoft Endpoint Configuration Manager and Intune to meet Carle standards.
Ensure HIPAA and other healthcare IT compliance when handling sensitive data.
Consult with departments to understand workflows and advise on technological solutions.
Gather business requirements for IT Assessment Team for new applications and technologies.
Collaborate with Project Management and Facilities teams for department moves to new locations.
Adhere to Carle Behavior Standards; maintain high customer satisfaction through effective communication and problem-solving.
Analyze real-world problems and implement solutions following corporate guidelines and industry best practices; continuously expand skills and stay current with IT policies.
About Us
Find it here. Discover the job, the career, the purpose you were meant for. The supportive and inclusive team where you can thrive. The place where growth meets balance - and opportunities meet flexibility. Find it all at Carle Health.
Based in Urbana, IL, Carle Health is a healthcare system with nearly 16,600 team members across eight hospitals, physician groups, and healthcare businesses. Carle Health locations hold Magnet® designations. Carle Health offers opportunities in several communities throughout central Illinois with potential for growth and life-long careers at Carle Health.
We are an Equal Opportunity Employer and do not discriminate based on race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, disability, or any other protected class. Carle Health participates in E-Verify and may provide information from Form I-9 to confirm work authorization.
Compensation And Benefits
The compensation range for this position is $20.85 per hour - $34.82 per hour. The offer is based on factors including experience, qualifications, location, shifts, and compensation model. Carle Health offers a comprehensive benefits package; to learn more visit careers.carlehealth.org/benefits.
Seniority level
Entry level
Employment type
Full-time
Job function
Information Technology
Industries
Hospitals and Health Care
Referrals increase your chances of interviewing at Carle Health by 2x
Get notified about new Service Desk Engineer jobs in Urbana, IL.
#J-18808-Ljbffr
Service Desk Engineer 2
role at
Carle Health
Overview
The Enterprise Service Desk Engineer 2 provides first-level (phone) support for all regions and second-level support, handling service requests for the east region. This role involves installing, supporting, upgrading, and resolving issues related to company technology (computers, laptops, printers, and phones). The engineer takes ownership of issues, reports, and routes them to support staff. The role includes departmental projects, moves, and various service requests. The ideal candidate balances escalations across network/security, systems, cloud, and Microsoft core technologies and demonstrates a strong understanding of IT service management, excellent communication, and a commitment to supporting healthcare professionals in delivering high-quality patient care.
Qualifications
Certifications , Education: Experience In Lieu of Education; Associate\'s Degree: Related Field, Work Experience: Relevant; Carle experience
Responsibilities
Provide first-line support to clinical and administrative staff via phone, email, and in-person; deliver front-line (tier one) and advanced (tier two) IT support for desktops, laptops, printers, mobile devices, peripherals, software applications, and network.
Log all calls and activities into the ITSM with updates and status changes, following ITIL Incident Management guidelines.
Identify symptoms of outages and trends from reported issues; communicate findings across the organization.
Maintain professionalism in high-stress situations; de-escalate frustrated customers.
Obtain Dell Self Maintainer certification to enable staff to perform warranty repairs on Dell hardware.
Perform initial network troubleshooting to identify root causes before escalation to appropriate teams; understand network infrastructure and use tools such as Cisco Catalyst Center, ISE Management, and Fluke meters.
Maintain mid-level networking knowledge: data communications, LAN, TCP/IP, DNS, DHCP.
Use Active Roles, Cisco Splunk, and Microsoft Entra for account and access issues.
Guide remote users through setup and configuration of hardware and peripherals; integrate with Meraki VPN using Cisco Meraki Dashboard.
Assist in setup and support of Microsoft Authenticator and Imprivata two-factor authentication.
Perform initial troubleshooting for a wide range of applications; escalate to application teams as needed.
Use remote desktop tools for secure, reliable access to systems and applications.
Evaluate customer objectives and advocate for end-user needs; contribute to service improvements.
Collaborate with technical teams to provide exceptional service to the client.
Provision and configure company computing devices using Microsoft Endpoint Configuration Manager and Intune to meet Carle standards.
Ensure HIPAA and other healthcare IT compliance when handling sensitive data.
Consult with departments to understand workflows and advise on technological solutions.
Gather business requirements for IT Assessment Team for new applications and technologies.
Collaborate with Project Management and Facilities teams for department moves to new locations.
Adhere to Carle Behavior Standards; maintain high customer satisfaction through effective communication and problem-solving.
Analyze real-world problems and implement solutions following corporate guidelines and industry best practices; continuously expand skills and stay current with IT policies.
About Us
Find it here. Discover the job, the career, the purpose you were meant for. The supportive and inclusive team where you can thrive. The place where growth meets balance - and opportunities meet flexibility. Find it all at Carle Health.
Based in Urbana, IL, Carle Health is a healthcare system with nearly 16,600 team members across eight hospitals, physician groups, and healthcare businesses. Carle Health locations hold Magnet® designations. Carle Health offers opportunities in several communities throughout central Illinois with potential for growth and life-long careers at Carle Health.
We are an Equal Opportunity Employer and do not discriminate based on race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, disability, or any other protected class. Carle Health participates in E-Verify and may provide information from Form I-9 to confirm work authorization.
Compensation And Benefits
The compensation range for this position is $20.85 per hour - $34.82 per hour. The offer is based on factors including experience, qualifications, location, shifts, and compensation model. Carle Health offers a comprehensive benefits package; to learn more visit careers.carlehealth.org/benefits.
Seniority level
Entry level
Employment type
Full-time
Job function
Information Technology
Industries
Hospitals and Health Care
Referrals increase your chances of interviewing at Carle Health by 2x
Get notified about new Service Desk Engineer jobs in Urbana, IL.
#J-18808-Ljbffr