Specialist-Information Services Intermediate
Our leaders shape strategic initiatives, develop passionate teams, and work to improve health outcomes. They advance our mission and exemplify excellence, compassion, teamwork and purpose in all that they do. Indiana University Health is seeking individuals who embody these values to join our Informatics & Information Services leadership team in the role of Specialist-Information Services Intermediate. This is a Direct Hire and onsite at Riley.
Scope:
The Intermediate IS Specialist is a front‑line technology professional responsible for delivering high‑quality desktop and end‑user support in a fast‑paced, high‑volume environment.
This role serves as a critical customer‑facing function within Desktop Services, providing timely issue resolution, technical troubleshooting, and proactive support to ensure exceptional user experiences and consistent service delivery.
While this is not a formal leadership position, we are intentionally seeking a candidate who demonstrates strong leadership qualities, ownership mindset, and the ability to influence outcomes through professionalism, accountability, and service excellence.
This role is ideal for an early‑ to mid‑career IT professional seeking growth, responsibility, and exposure to complex operational environments.
Provide first‑level and intermediate desktop and end‑user support via phone, in person, and ticketing systems.
Assess incoming requests, resolve issues efficiently, or escalate appropriately to ensure timely resolution.
Deliver excellent customer service while managing a high volume of tickets and competing priorities.
Troubleshoot hardware, software, operating systems, printers, and peripheral devices.
Support system operations including monitoring, basic initialization, job scheduling, and backup processes.
Identify trends and recurring issues; proactively initiate problem‑management activities.
Document issues, resolutions, and processes clearly and accurately.
Collaborate closely with teammates and other IS groups to ensure service continuity.
Provide guidance and informal mentoring to peers as appropriate.
Maintain compliance with service level agreements (SLAs) and operational standards.
Key Relationships:
Reports to: Manager of Information Services & Operations.
Candidate Qualifications:
2–4 years of experience in a Service Desk, Desktop Support, or similar role.
Previous phone‑based technical support experience required.
Foundational IT knowledge (A+ certification preferred).
Understanding of core Information Services concepts.
Experience in high‑volume or structured support environments strongly preferred.
Exposure to Network Operations Center (NOC) or enterprise IT environments is a plus.
Results‑driven with perseverance through complex troubleshooting scenarios.
Indiana University Health is unlike any other healthcare system and we're looking for team members who share the things that matter most to us. IU Health leaders play a crucial role in advancing the mission of our organization and inspiring teams to make a meaningful difference in the lives of patients. As one of Indiana’s largest employers and the most comprehensive medical system in the state, our vision is to lead the transformation of healthcare through quality, innovation and education, and make Indiana one of the nation’s healthiest states.
IU Health is the largest health system in Indiana with nearly 40,000 team members, 15 hospitals and $8.64 billion in operating revenue. The system’s programs in cancer, cardiovascular, neuroscience, orthopedics, pediatrics and transplants have received national recognition for quality patient care. IU Health, in partnership with the Indiana University School of Medicine, bring together highly skilled physicians, researchers, and educators into close collaboration to provide world-class care for children and adults and improve the health of patients and communities across Indiana.
Indiana University Health is dedicated to a fair hiring process and is committed to equal opportunity and nondiscrimination for all individuals, regardless of age, color, disability, ethnicity, marital status, national origin, race, religion, gender identity, expression, sexual orientation, or veteran status.