Service Desk Representative

Job Title: Service Desk Representative
Location (On-site, Remote, or Hybrid?): Rochester hills, MI (onsite)
Contract Duration: Contract until 03/01/2025
Work Hours:

Job Summary:

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 HFHS locations, technically integrated medical devices such as ventilators, cardiac monitors, and anesthesia machines, and a variety of software.

Principal Duties And Responsibilities:

• Safeguard the security of the organization by following established procedures to prevent unauthorized access to System resources.
• Provide in-depth troubleshooting, research, diagnoses, resolution, and escalation of semi-complex technical issues or requests.
• Provide guidance and support to Service Desk Associates and new Representatives and communicate with departmental leadership as needed to ensure service excellence is achieved.
• Knowledge of System and its technical teams, support teams, network, hardware, and software preferred.
• May be requested to test new technologies and support structures to help with later integration across the rest of the team.
• 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.
• Seek information through standard channels as well as in non-traditional avenues if unavailable through standard channels.
• Contribute to the growth and maintenance of our knowledgebase.
• Keep knowledge of processes and procedures current and stay aware of and responsive to changes in the environment.
• Take ownership when new information is presented and follow through by asking relevant questions and updating colleagues and documentation accordingly.
• Identifies and appropriately escalates system hardware, software or build issues for quality assurance and system stability. -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.
• 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.
• Demonstrate excellence in troubleshooting, knowledge, communication, and quality, and help others by answering questions.
• Adhere to HFHS guidelines for attendance & timeliness.
• Perform job duties efficiently. This includes: --Multi-tasking appropriately for extended periods.
• Prioritizing work logically and per departmental requirements.
• Meeting all deadlines.

Skills:

Required Skills & 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 HFHS 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
• 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.

Preferred Skills & Experience: -N/A

Education:

Required Education:

• High School Diploma or equivalent required. -Some college, OR -1-2 years of vocational technical training, OR -An Information Technology/Support industry certification.

Preferred Education: -A relevant Associate s degree or higher (Information Technology, Information System, Computer Science, Health Information Management, or other Business/Communication/Technology related).

Required Certification & Licensure: -Information Technology/Support industry certifications. -Certification in IT Service Management (ITSM/ITIL/HDI, etc.) -BLS

Preferred Certification & Licensure: -N/A