Service Desk Representative

-First 4 weeks are M-F 8:30am-5pm for training. -After training, exact shift start time is currently TBD, will likely fall between 7am and 2pm. - Shift may include Saturday or Sunday as one of the 5 workdays


Duties:
PRINCIPAL DUTIES AND RESPONSIBILITIES:

1. Provide technical support to customers for technologies including desktops and laptops, virtual machines, tablets, desk phones, mobile phones, printers, wired and wireless networks, VPNs, webcams, dictation hardware, usage of said technology in and outside of Client locations, technically integrated medical devices such as ventilators, cardiac monitors, and anesthesia machines, and a variety of software
   
2. Product the security of the organization by following established procedures to prevent unauthorized access to System resources
   
3. Provide in-depth troubleshooting, research, diagnoses, resolution, and escalation of semi-complex technical issues or requests
   
4. Provide guidance and support to Service Desk Associates and new Representatives and communicate with departmental leadership as needed to ensure service excellence is achieved.
   
5. Knowledge of *** and its technical teams, support teams, network, hardware, and software preferred.
   
6. May be requested to test new technologies and support structures to help with later integration across the rest of the team
   
7. Assist with the identification and handling of emerging issues by noticing and responding to trends in Service Desk collaboration tools, communicating with other teams, and leveraging obtained information
   
8. Seek information through standard channels as well as in non-traditional avenues if unavailable through standard channels
   
9. Contribute to the growth and maintenance of our knowledgebase
   
10. Keep knowledge of processes and procedures current and stay aware of and responsive to changes in the environment
    
11. Take ownership when new information is presented and follow through by asking relevant questions and updating colleagues and documentation accordingly
    
12. Identifies and appropriately escalates system hardware, software or build issues for quality assurance and system stability.
    
13. Regularly read and comprehend work email, shift reports, dashboards, and group chat to understand the current state of the Service Desk and any emerging, ongoing, or resolved issues
    
14. Clearly communicate via every channel (written or verbal, and with end users or others) and ensure all communications are accurate, professional, and appropriate for the target audience
    
15. Demonstrate excellence in troubleshooting, knowledge, communication, and quality, and help others by answering questions
    
16. Adhere to Client guidelines for attendance & timeliness
    
17. Perform job duties efficiently. This includes:
    o Multi-tasking appropriately for extended periods
    o Prioritizing work logically and per departmental requirements
    o Meeting all deadlines
    
    Education:
    KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
    MINIMUM EDUCATION PREFERRED EDUCATION
    EDUCATION/EXPERIENCE REQUIRED:
    -High School Diploma or equivalent required.
    -Some college, or 1-2 years of vocational technical training, or an Information Technology/Support industry certification - A relevant Associate s degree or higher (Information Technology, Information System, Computer Science, Health Information Management, or other Business/Communication/Technology related), and Information Technology/Support industry certifications.
    
    • Certification in IT Service Management (ITSM/ITIL/HDI, etc.)
      MINIMUM EXPERIENCE PREFERRED EXPERIENCE
      
    • 2 or more years of successful experience in the area of Service Desk, Help Desk, or IT Support responsibilities, or previously demonstrated success in the Client Service Desk Associate Role.
      
    • At least 1-year customer service experience included in the above technical experience or separately.
      
    • 5 years or more experience working in a 24/7/365 health care environment help desk, service desk, or IT support position using phone, email, remote assist, and chat to provide direct end-user support.
      Experience supporting the following:
      -ServiceNow ITSM tool usage
      -Apple/Mac products
      -Windows OS
      -Remote Access VPN
      -Citrix-based application
      -Epic EMR
      -Remote customers and troubleshooting hardware such as printers, mobile devices, laptops, etc.
      -Multi-factor authentication tools, such as Duo.
      -SharePoint
      -Microsoft Office applications, such as Outlook, Word, Excel, PowerPoint, OneNote, OneDrive, etc.
      -Experience using knowledgebases and other knowledge repository systems
      -Experience creating/updating knowledge support documentation
      
      Skills:
      Must possess the following skills and personal qualities:
      " Excellent customer service and written and verbal communication skills demonstrated over the phone, via IM, and face-to-face in order to communicate technical information in non-technical terms.
      " Interpersonal skills demonstrating consensus building, collaborative spirit, rapport-building, listening and methodical questioning
      " Ability to work under pressure, establish priorities and respond with urgency.
      " High technical aptitude and strong PC literacy skills
      " Successful experience with working independently and under pressure
      " Successful experience with working on a team and actively contributing as a team member
      " Strong analytical, prioritization, and organizational skills.
      " Able to work carefully, paying close attention to detail
      " Sense of urgency regarding all security/privacy practices and procedures.
      " Self-directed and able to thrive in a fast-paced environment with frequent changes
      " Be a team player focused on rapport building
      " Demonstrate initiative and being proactive
      " Demonstrate willingness to learn and coachability
      " Accepts and respects diversity without judgment
      " Ability to understand and protect the privacy and security of patient and employee data
      " General understanding of network topologies and security protocols
      " Fluent English language skills
      
      City: Rochester hills
      
      Schedule:
      Start Date: 08/12/2024
      End Date: 02/15/2025
      Schedule Notes: Schedule: -5 days per week, 8.5 hours with 1/2 hour unpaid lunch each day. " Excellent troubleshooting skills, written and verbal communication skills, attention to detail, helpful and friendly disposition, and experience supporting people via email and phone. " 5 or more years of recent experience working at a Help Desk/Service Desk, especially for a healthcare organization. o If experience is not Help Desk/Service Desk, then the role must have been customer-facing IT support " Experience supporting Epic, Microsoft (Windows and Office), VPN, and multi-factor authentication (MFA). " Experience working remotely " Customer service experience in addition to technical experience is always a positive - positions in food service, retail, or other non-tech support roles " Longevity with previous/current employers " Desire to stick around with Client we are hoping to be able to bring these individuals on after the contract period ends
      Hours Per Week: 40.00
      Hours Per Day: 8.00
      Days Per Week: 5.00