Help Desk Technician, Full Time

Come work with an award winning team! Thanks to the readers of The Daily Freeman-Journal, VDMC was named Best Place to Work in 2023 and 2024. Van Diest Medical Center has also been recognized as a 2025 Top 100 Critical Access Hospital by The Chartis Center for Rural Health. Chartis’ annual Top 100 award program recognizes outstanding performance among the nation’s rural hospitals based on the results of the Chartis Rural Hospital Performance INDEX®. This marks the second year for VDMC’s inclusion on the Top 100 Critical Access Hospitals. VDMC is one of only 12 hospitals in the state of Iowa to achieve this designation. Nationwide, there are 1,366 critical access hospitals. Additionally, Van Diest Medical Center (VDMC) has also been named a 2024 Top Workplaces INDUSTRY winner. Top Workplaces Industry awards celebrate organizations that have built people-first workplace cultures within their sector. The award marks them as an employer of choice for those seeking employment in the industry. Details about how Van Diest Medical Center builds a great workplace culture are available at https://topworkplaces.com/company/van-diest-medical-center/.

Serves as a point of contact for the initial call and troubleshooting of IT related support items. Triages and provides handoff of calls and tickets to the next level resource as appropriate. Assists in performing other IT related duties as directed.

Essential Functions:

• Serve as the first point of contact for users seeking technical assistance via phone, email, chat, or ticketing system.
• Diagnose and troubleshoot hardware, software, printer, network, and access-related issues.
• Provide remote and in-person support to restore user productivity as quickly as possible.
• Reset passwords, unlock accounts, and assist with basic user account and access requests.
• Install, configure, and maintain workstations, peripherals, standard applications, and mobile devices.
• Escalate unresolved or complex issues to the appropriate technical team and follow through to closure.
• Document issues, root causes, troubleshooting steps, and resolutions accurately in the ticketing system.
• Create and update support documentation for recurring issues.
• Educate users on proper system use, security practices, and basic troubleshooting steps.
• Assist with inventory tracking, device deployment, and equipment replacement activities.
• Monitor recurring incidents and communicate trends or service risks to IT leadership.
• Takes part in on call rotation providing support after hours and assigned weekends.
• Performs other duties as assigned.

Wage commensurate with experience. Excellent benefits including Iowa Public Employees Retirement System (IPERS) benefits.

1 FTE. Day shift, with on-call every 3rd week.

• Associate’s degree in information technology or related field preferred.
• Must have the ability to work with a variety of computer-related equipment and applications.
• Must possess excellent customer service skills.
• Ability to troubleshoot various computer hardware and software related issues. CompTIA A Certification is preferred.
• Experience in user setup and configuration is preferred.
• Experience with Microsoft 365 preferred.
• Must possess the ability to teach and train end-users.
• Must have excellent written and oral communication skills.
• Must be able to read, speak, and write fluent English.
• Must be able to work in a team setting.

Apply online at www.vandiestmc.org under "Careers" link.

Questions? Please contact Human Resources at (515) 832-7711.