IT Helpdesk Technician

Service Desk Representative
16-20/hr W2
Remote but must live in MI

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

Principal Duties And Responsibilities:

Safeguard organizational security by following procedures to prevent unauthorized access to system resources.

Provide in-depth troubleshooting, research, diagnosis, resolution, and escalation of semi-complex technical issues.

Guide and support Service Desk Associates and new representatives, ensuring communication with departmental leadership for service excellence.

Test new technologies and support structures when requested to assist with later team-wide integration.

Assist in identifying and managing emerging issues by observing trends in Service Desk tools and collaborating with other teams.

Seek information through both standard and alternative channels when necessary.

Contribute to the development and upkeep of the knowledgebase.

Maintain current knowledge of processes and procedures, staying responsive to environmental changes.

Take ownership of new information by asking relevant questions and updating colleagues and documentation.

Identify and escalate system hardware, software, or build issues to maintain quality and stability.

Regularly review work email, shift reports, dashboards, and group chat to stay informed about Service Desk activities and issues.

Communicate clearly through all channels (written or verbal) with accuracy, professionalism, and audience appropriateness.

Demonstrate excellence in troubleshooting, knowledge, communication, and quality; assist others by answering questions.

Adhere to company guidelines for attendance and timeliness.

Perform job duties efficiently by:

Multi-tasking effectively for extended periods.

Prioritizing work logically and according to departmental requirements.

Meeting all deadlines.

Required Skills & Experience:

2+ years of experience in Service Desk, Help Desk, or IT Support, or demonstrated success in a Service Desk Associate role.

1+ year of customer service experience within technical experience or separately.

5+ years of experience in a 24/7/365 healthcare help desk, service desk, or IT support role, providing direct end-user support via phone, email, remote assist, and chat.

• ServiceNow ITSM tool usage
• Apple/Mac products
• Windows OS
• Remote Access VPN
• Citrix-based applications
• Epic EMR
• Remote customer hardware troubleshooting (printers, mobile devices, laptops, etc.)
• Multi-factor authentication tools, such as Duo
• SharePoint
• Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, OneNote, OneDrive, etc.)

Proficient in using knowledgebases and knowledge repository systems.

Skilled in creating and updating knowledge support documentation.

Excellent customer service and communication skills (written and verbal), able to communicate technical information in non-technical terms across various channels (phone, IM, face-to-face).

Strong interpersonal skills, including consensus-building, collaboration, rapport-building, active listening, and methodical questioning.

Ability to work under pressure, prioritize effectively, and respond with urgency.

High technical aptitude and strong PC literacy.

Proven ability to work independently and under pressure.

Successful experience in team collaboration and active contribution as a team member.

Strong analytical, prioritization, and organizational skills.

Detail-oriented with a focus on accuracy.

High sense of urgency regarding security/privacy practices and procedures.

Self-directed and thrives in a fast-paced, changing environment.

Team-oriented, focused on rapport building.

Demonstrates initiative, proactivity, willingness to learn, and coachability.

Accepts and respects diversity without judgment.

Ability to understand and uphold the privacy and security of patient and employee data.

General understanding of network topologies and security protocols.

Fluent in English.

Required Education:

High School Diploma or equivalent required.

Some college, OR -1-2 years of vocational technical training

An Information Technology/Support industry certification.

If you're ready to unleash your expertise and drive digital innovation forward, reach out to Brett Middleton at [email protected] or simply apply to this posting. Let's shape the future of data together!