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IT Service Desk Support Specialist II - IT Infrastructure and Operations

St. Peter's Health • Helena, MT, US • published 2026-10-09 03:03:30.820998

Description

The Service Desk Support Specialist provides timely and professional technical support to ensure end users can effectively perform business and clinical tasks. This position receives, prioritizes, documents, troubleshoots, and resolves technology\-related requests and incidents while escalating issues as needed to meet SLA expectations. LEVEL II \- Provides advanced technical support for complex hardware, software, access, connectivity, and application issues. Independently diagnoses problems that may span multiple systems or lack established resolution procedures and coordinates resolution with other technical teams when appropriate. * Performs, at minimum, the responsibilities outlined for Level I * Receives escalated tickets and guidance requests from Level I and either advises or takes ownership of resolution. * Handles complex, multi\-factor troubleshooting beyond Tier 0/Tier 1 scope. * Diagnoses independently and determines when and how to escalate further (e.g., to infrastructure, applications, or other technical teams), including clear ticket resolution/communication in the handoff. * Documents incidents and contributes directly to knowledge base content, identifying gaps a...

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