Carle Health · 21 hours ago
Service Desk Engineer 1
Urbana, IL
Full-time
Onsite
New Grad, Entry Level
$24.04/hr - $40.15/hrCarle Health is a healthcare organization dedicated to supporting patient care across central and southeastern Illinois. They are seeking an Enterprise Service Desk Engineer 1 who will provide first and second level IT support, manage service requests, and maintain technology systems to ensure minimal disruption to patient care.
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
Required
Associate's Degree in a Related Field
Relevant Work Experience
Carle experience
Strong understanding of IT service management
Excellent communication skills
Commitment to supporting healthcare professionals in delivering high-quality patient care
Ability to provide first-line support to clinical and administrative staff via phone, email, and in-person
Ability to provide front line (tier one) and advanced (tier two) IT support
Ability to log all calls and activities accurately into the ITSM
Ability to recognize symptoms of systems outages and trends through reported issues
Ability to demonstrate professionalism in high stress situations
Ability to perform initial network troubleshooting
Understanding of network infrastructure and ability to use network analytical tools
Mid-level networking knowledge pertaining to data communications and networking protocols
Ability to use Active Roles, Cisco Splunk, and Microsoft Entra for network account issues
Ability to guide remote users through setup and configuration of computer hardware
Ability to assist in setup and support of Microsoft Authenticator and Imprivata two factor authentication
Ability to perform initial troubleshooting for a wide range of applications
Ability to use remote desktop tools to resolve technical issues
Ability to evaluate customer objectives and advocate for end-user needs
Ability to collaborate with other technical team members
Ability to provision and configure company computing devices
Ability to ensure compliance with HIPAA and other healthcare IT regulations
Ability to consult with assigned departments and understand their workflows
Ability to gather business requirements and use case information
Ability to collaborate with Project Management and Facilities teams
Ability to adhere to all Carle Behavior Standards
Ability to ensure a high level of customer satisfaction
Ability to analyze real-world problems and implement solutions
Ability to continuously expand skills and maintain knowledge of IT policies
Benefits
Carle Health offers a comprehensive benefits package for team members and providers.
Company
Carle Health
Carle Health is a vertically integrated system with a bold but simple mission: to be the trusted partner in all healthcare decisions for everyone who depends on it.
Founded in 1946
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Matthew Kolb
Executive Vice President, Chief Operating Officer
Dawn Walden
Senior Vice President, Chief Revenue Cycle Officer
Recent News
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