Please note : Applicants must be in the state of Michigan or willing to relocate at their own expense

Hours of Work : 12 : 00 to 10 : 30 EST

Job Summary Under minimal supervision, provides technical advice, guidance and informal training to customers using hardware and software programs.

With a general understanding of services provided and departmental functions, troubleshoots and restores service or gathers and documents information for next level support.

Performs root cause analysis and develops checklists for typical problems. Recommends procedures and controls for problem prevention.

Maintains knowledge database and call tracking database to enhance quality of problem resolution. Requests procedures (or changes to procedures) for problem prevention and control.

Competent to work on most phases of computer support by following triage documentation, but may require instruction and guidance by others.

May be designated as shift "point person" for Network Operations Center. Essential Functions

Working with minimal supervision, in a fast-paced, changing environment, and while meeting or exceeding the defined levels for service and customer satisfaction, serves as the first point of Information Services (IS) contact for Spectrum Health users who report hardware or software issues.

Following the appropriate processes, policies and procedures, creates concise, timely, and detailed written documentation of activities related to service requests, which include incidents, requests and change orders.

May collaborate with more experienced colleagues as a team to resolve technical issues and follow the documented processes for escalation, when needed.

May also serve as the shift point person, taking more complex or difficult calls that are referred by less experienced technicians.

Remains alert for emerging call patterns as an indicator of trends or systemic issues. Performs root cause analysis, and creates checklists for typical problems.

Assists in the documentation of best practices and triages when appropriate, and works with various technical teams to create or to improve upon documentation and controls to prevent future problems.

Assist with the maintenance and support of both the knowledge and call tracking databases, ensuring that the latest information is available.

Responsible for generating monthly reports on team performance in customer service, and take ownership of the team’s metrics and outcomes.

Qualifications

Required High School Diploma or equivalent or equivalent

Preferred Associate's Degree / Technical school or equivalent

2 years of relevant experience in the field Required

3 years of relevant experience in the field Preferred

• Experience in : clinical information systems and environments; one or more technical or application platform; network system management applications;
• routing and troubleshooting; TCP / IP, LANS, WANS and networking equipment; system management applications for networks, systems and applications;

and Windows, Novel, UNIX and OS / 390 operating systems Preferred

Physical Demands

Pallet to Waist (6" from floor) >

5 lbs : Seldom up to 10 lbs

Waist to Waist >

5 lbs : Seldom up to 10 lbs

Waist to Chest (below shoulder) >

5 lbs : Seldom up to 10 lbs

Waist to Overhead >

5 lbs : Seldom up to 5 lbs

Bilateral Carry >

5 lbs : Seldom up to 10 lbs

Unilateral Carry >

5 lbs : Seldom up to 5 lbs

Pushing Force >

5 lbs : Seldom up to 20 lbs

Pulling Force >

5 lbs : Seldom up to 15 lbs

Sitting : Frequently

Standing : Occasionally

Walking : Occasionally

Forward Bend - Standing : Seldom

Forward Bend - Sitting : Seldom

Trunk Rotation - Standing : Seldom

Trunk Rotation - Sitting : Seldom

Squat : Seldom

Supine Lying : Seldom

Stair Climbing : Seldom

Crawling / Kneeling : Seldom

Driving : Seldom

Reach - Above Shoulder : Seldom

Reach - at Shoulder or Below : Seldom

Handling : Occasionally

Forceful Grip >

5 lbs : Seldom

Forceful Pinch >

2 lbs : Seldom

Finger / Hand Dexterity : Frequently

Visual Acuity ¹

None No; Seldom Yes : Seldom

Primary Location

SITE - 4700 60th St - Grand Rapids

Department Name

Servicedesk - Level One

Employment Type

Full time

Shift

Variable (United States of America)

Weekly Scheduled Hours

Hours of Work

12 : 00 to 10 : 30

Days Worked

Wednesday, Thursday, Friday, Saturday

Weekend Frequency

Variable weekends

CURRENT COREWELL HEALTH TEAM MEMBERS Please apply through Find Jobs from your Workday team member account. This career site is for Non-Corewell Health team members only.

Corewell Health is committed to providing a safe environment for our team members, patients, visitors, and community. We require a drug-free workplace and require team members to comply with the MMR, Varicella, Tdap, and Influenza vaccine requirement if in an on-site or hybrid workplace category.

We are committed to supporting prospective team members who require reasonable accommodations to participate in the job application process, to perform the essential functions of a job, or to enjoy equal benefits and privileges of employment due to a disability, pregnancy, or sincerely held religious belief.

Corewell Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, gender, pregnancy, sexual orientation, gender identity or expression, veteran status, or any other legally protected category.

An interconnected, collaborative culture where all are encouraged to bring their whole selves to work, is vital to the health of our organization.

As a health system, we advocate for equity as we care for our patients, our communities, and each other. From workshops that develop cultural intelligence, to our inclusion resource groups for people to find community and empowerment at work, we are dedicated to ongoing resources that advance our values of diversity, equity, and inclusion in all that we do.

We invite those that share in our commitment to join our team.

You may request assistance in completing the application process by calling

Last updated : 2024-04-26