What are the responsibilities and job description for the Desktop Support & Service Desk Technician position at Northfield Hospital & Clinics?
Title
Desktop Support & Service Desk Technician
Summary
The Desktop Support & Service Desk Technician provides both frontline (Tier 1) and escalated (Tier 2) technical support for all end-user computing devices, systems, peripherals, and the ITS service desk. Operating primarily through the Freshservice IT Service Management (ITSM) platform, this role serves as a key point of contact for end users logging, triaging, and resolving incidents and service requests in alignment with established SLAS. In addition to deploying, maintaining, and troubleshooting a wide variety of hardware and software used by internal staff, external partners, and providers, the technician ensures optimal performance and availability of desktop, mobile, and telecommunication technologies that support patient care and business operations. As a key member of the ITS team, this individual plays a vital role in delivering excellent customer service, driving first-contact resolution, maintaining systems security and compliance, and supporting ongoing digital transformation initiatives within a healthcare environment.
Compensation
We are committed to providing wage ranges for all open positions. Please note that the specific compensation for this role will be determined based on experience, education and internal equity considerations. The wage range for this position is $57,699.20—$81,452.80 annually. This range reflects the base salary for this position.
Key Accountabilities
-
Device Lifecycle Management
-
Deploy, maintain, and troubleshoot desktops, laptops, mobile devices, printers, phones, and related peripherals.
-
Prepare systems using standardized imaging and provisioning tools ensuring security and compliance configurations are applied.
-
-
Service Desk, Incident & Request Management (ITSM – Freshservice)
-
Serves as a primary point of contact for end users, capturing every incident and service request as a ticket in Freshservice via phone, email, the self-service portal, chat, and walk-up support.
-
Triage, categorize, prioritize, and route tickets based on impact and urgency. Follows ITIL-aligned incident and request management workflows and meeting established first response and resolution SLAs.
-
Own assigned tickets through the full lifecycle, providing timely status updates to end users and documenting troubleshooting steps, communications, and resolutions in Freshservice.
-
Maintain accurate asset inventory, build and update Freshservice knowledge base articles to enable self-service and first-contact resolution.
-
-
Tier 1 Support – First Contact Resolution
-
Resolve common end-user issues at first contact, including password resets, account lockouts, MFA enrollment, basic connectivity, printing, and standard software and access requests.
-
Apply knowledge base articles, runbooks, and standard operating procedures to deliver consistent, repeatable resolutions within Tier 1 scope.
-
Escalate incidents and requests that exceed Tier 1 scope to Tier 2 or specialized teams with complete, well-documented context.
-
-
Tier 2 Support – Escalation & Advanced Resolution
-
Accept escalations from Tier 1 and perform advanced diagnosis and resolution of hardware, operating system, application, and connectivity incidents.
-
Fulfill complex service requests such as device provisioning, software packaging and deployment, and account or permission changes within delegated authority.
-
Investigate recurring incidents, support problem management, and coordinate with Tier 3, engineering teams, and vendors while retaining ticket ownership.
-
Identify automation, self-service, and “shift-left” opportunities and convert proven resolutions into Tier 1 knowledge base content.
-
-
System Integration & Connectivity
-
Ensure seamless integration of endpoint devices with authentication systems, email, virtual platforms, conferencing tools, and business applications.
-
Maintain reliable connectivity to networks, including VPN, wireless, and shared drives.
-
-
Documentation & Knowledge Sharing
-
Maintain detailed and accurate documentation of procedures, configurations, asset inventories, and technical resolutions.
-
Contribute to internal knowledge bases and best practice guides.
-
-
Field and Remote Support
-
Provide onsite technical support at remote clinics or facilities, including setting up new locations, relocations, and events.
-
Support remote users with secure and efficient access to organizational resources.
-
-
Security & Compliance
-
Adhere to ITS security protocols and HIPAA compliance requirements.
-
Identify and report vulnerabilities or compliance risks related to endpoint devices.
-
-
After-Hours Coverage
-
Participate in scheduled after-hours and weekend on-call rotation to support critical issues or planned maintenance.
-
-
Continuous Improvement
-
-
Proactively identify recurring issues and recommend process or technology improvements.
-
Stay current on industry trends, operating systems, device management technologies, and emerging tools relevant to desktop support.
-
-
Other Duties
-
Participate in special projects or technology rollouts as assigned by ITS leadership.
-
Required Qualifications
-
Minimum 2 years of experience in a technical desktop support or IT field support role.
-
Strong knowledge of Windows OS, Active Directory, Office 365, device imaging, endpoint management tools, and common enterprise applications.
-
Familiarity with IT ticketing systems (e.g., Freshservice, ServiceNow).
-
Customer-centric mindset with a focus on delivering consistent and effective support.
-
Demonstrated critical thinking, problem-solving, and time management skills.
-
Strong written and verbal communication skills with ability to communicate technical information to non-technical users.
-
Hands-on experience providing both Tier 1 and Tier 2 end-user support in a service desk or help desk environment.
-
Experience working within an ITSM platform—Freshservice strongly preferred—to log, manage, and resolve incidents and service requests and to maintain knowledge base content.
-
Working knowledge of ITIL service management practices (incident, service request, problem, and change management) and SLA-driven support.
Preferred Qualifications
-
Experience supporting IT infrastructure in a healthcare setting, especially clinical end-user devices or applications.
-
Certifications such as:
-
CompTIA A , Network , Security
-
Microsoft Certified: Modern Desktop Administrator Associate
-
HDI Support Center Analyst
-
ITIL® Foundation
-
Experience with device imaging tools (e.g., intune, SCCM) and configuration management.
-
Demonstrated ability to work independently and manage IT projects or rollouts.
-
Experience administering or configuring Freshservice, including ticket queues, workflows and automations, SLAs, the service catalog, knowledge base, and reporting/dashboards.
Schedule
- 80 hours per two-week pay period
- Monday–Friday, 7:00 a.m. – 4:00 p.m.
- On-call rotation is required for one week every 15 weeks, beginning Monday evening and ending the following Monday morning
- Occasional weekend work is required to support special projects and maintenance activities
Benefits
-
Paid Time Off accrued starting on first paycheck
-
Medical, Dental, and Vision (discount plan) coverage
-
Flexible Spending Accounts
-
Life, AD&D, and Disability Insurance
-
Pension Plan (PERA) with 7.5% employer match
-
Optional 457(b) Retirement Plans
-
Tuition Reimbursement
-
Loan Forgiveness Eligibility – PSLF MN state programs for qualifying roles
-
Employer-Provided Certifications Continuing Education
-
Additional perks: Free On-Site Parking, Qualified Bilingual Staff Program, Employee Assistance Program, and discounts on cafeteria, scrubs, and OTC pharmacy items
About Us
Northfield Hospital Clinics is a trusted, independent healthcare system with more than 800 employees. We’re recognized for our collaborative work environment and strong commitment to high-quality patient care and community impact. We’re proud to be named to Becker’s 2025 list of "100 Great Community Hospitals." Our services span the full spectrum of hospital and clinical care, with our main hospital located in Northfield, MN, and primary and specialty clinics in Northfield, Lakeville, Farmington, Faribault, and Kenyon—along with Urgent Care locations in Northfield, Lakeville, and Farmington. We offer care across 48 specialties and serve patients at 22 locations throughout the south metro and southern Minnesota.
Whether you're just starting your career or bringing years of experience, you'll find meaningful opportunities, supportive teams, and a chance to make a real difference here.
*This posting is not a complete list of duties or responsibilities. Job functions, schedules, and terms of employment may change in accordance with applicable laws, policies, and agreements.
Salary : $57,699 - $81,453