Job Position: Service Desk Representative
Payrate: $17.50/hr.
Contract Duration: 6 Months (looking to convert to FTE at end of contract)
Shift Timing: D ays or Mids with weekend availability required.
Location: Rochester hills MI
Job description: Duties:
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 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 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 guidelines for attendance & timeliness
17. Perform job duties efficiently. This includes:
o Multi-tasking appropriately for extended periods
o Prioritizing work logically and per departmental requirements
o 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 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
