Service Desk Engineer 2

Carle Health
$20.85 - $34.82 / hr
United States, Illinois, Urbana
Nov 04, 2025
Overview The Enterprise Service Desk Engineer 2 is responsible for providing first level (phone) support for all regions, as well as providing second level support and executing service requests for the east region. The Enterprise Service Desk Engineer 2 will be installing, supporting, upgrading, and resolving any issues within the company regarding their technology such as computers, laptops, printers and phones. They will take ownership of issues, reporting and routing issues to support staff. The Enterprise Service Desk Engineer 2 will be responsible for departmental projects, moves and resolving other types of service requests. The ideal candidate will balance technical escalations related to network/security, systems, cloud, and Microsoft core technologies and will possess a strong understanding of IT service management, excellent communication skills, 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. 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. 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 in its eight hospitals, physician groups and a variety of healthcare businesses. Carle BroMenn Medical Center, Carle Foundation Hospital, Carle Health Methodist Hospital, Carle Health Proctor Hospital, Carle Health Pekin Hospital, and Carle Hoopeston Regional Health Center hold Magnet designations, the nation's highest honor for nursing care. The system includes Methodist College and Carle Illinois College of Medicine, the world's first engineering-based medical school, and Health Alliance. We offer 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 against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. Carle Health participates in E-Verify and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization. \| For more information: human.resources@carle.com. Compensation and Benefits The compensation range for this position is $20.85per hour - $34.82per hour. This represents a good faith minimum and maximum range for the role at the time of posting by Carle Health. The actual compensation offered a candidate will be dependent on a variety of factors including, but not limited to, the candidate's experience, qualifications, location, training, licenses, shifts worked and compensation model. Carle Health offers a comprehensive benefits package for team members and providers. To learn more visit careers.carlehealth.org/benefits.