Job Title: Service Desk Representative
Location (On-site, Remote, or Hybrid?): Rochester hills, MI (remote)
Contract Duration: Contract until 12/02/2024
Work Hours: (Monday-Friday) 10am-6:30pm or 10:30am-7pm Monday-Friday.

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 HFHS 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. Knowledge of Health System 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 HFHS guidelines for attendance & timeliness
17. Perform job duties efficiently. This includes:

• Multi-tasking appropriately for extended periods
• Prioritizing work logically and per departmental requirements
• Meeting all deadlines

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

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 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

Job Type: Contract

Pay: $18.00 - $19.33 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Help desk: 2 years (Required)
• Windows: 2 years (Required)
• IT support: 2 years (Required)
• Service Desk: 2 years (Required)
• VPN: 2 years (Required)
• Epic EMR: 2 years (Required)
• Troubleshooting: 2 years (Required)

Ability to Commute:

• Rochester, MI 48307 (Required)

Ability to Relocate:

• Rochester, MI 48307: Relocate before starting work (Required)

Work Location: In person