IT Service Desk Representative

Title: Service Desk Representative

Location: Work from Home - candidates MUST live in the State of Michigan

Training Schedule: Mon Fri, 8:30AM 5:00PM EST
Regular Schedule: 5-days of the week, 7:00 AM 2:00 PM EST, may include Saturdays or Sundays

The Service Desk Representative will:

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, and dictation hardware, including the usage of said technology in and outside of company locations, technically integrated medical devices such as ventilators, cardiac monitors, and anesthesia machines, and a variety of software

2. Safeguard 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. Maintain knowledge of Henry Ford Health System and its technical teams, support teams, network, hardware, and software

6. On occasion, 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. Identify and appropriately escalate system hardware, software, or build issues for quality assurance and system stability

13. Regularly read and comprehend work emails, shift reports, dashboards, and group chats 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) to 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 company guidelines for attendance & timeliness

17. Perform job duties efficiently, including multi-tasking appropriately for extended periods, prioritizing work logically and per departmental requirements, and meeting all deadlines

Position Requirements:

• 2-5 years of experience working in a 24/7/365 healthcare environment Help Desk, Service Desk, or IT Support position using phone, email, remote assist, and chat channels to provide direct end-user support
• Experience utilizing common industry technologies, such as the ServiceNow ITSM tool, Apple/Mac products, Windows OS, Remote Access VPNs, Citrix-based applications, Epic EMR, multi-factor authentication tools such as Duo or SharePoint, Microsoft Office applications such as Outlook, Word, Excel, PowerPoint, OneNote, and OneDrive, and/or printers, mobile devices, and laptop technology
• Experience using knowledgebases and other knowledge repository systems; experience creating/updating knowledge support documentation
• A general understanding of network topologies and security protocols
• A high technical aptitude and strong PC literacy skills
• 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; effective interpersonal skills, demonstrating consensus building, collaborative spirit, rapport-building, listening, and methodical questioning skills
• Strong analytical, prioritization, and organizational skills
• Successful experience working on a team and actively contributing as a team member
• Ability to work under pressure, establish priorities, and respond with urgency
• A minimum of a HS Diploma or GED as well as an Associate s or Bachelor s Degree, OR 1-2 years of vocational technical training, OR relevant Information Technology / Support Certification(s), such as a Certification in IT Service Management (ITSM, ITIL, HDI, etc.) required