Job Title:Service Desk Representative Address:Rochester hills, MI 48309 (remote) Shift:(Monday-Friday) 10am-6:30pm or 10:30am-7pm Monday-Friday. Duties PRINCIPAL DUTIES AND RESPONSIBILITIES:
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
Safeguard the security of the organization by following established procedures to prevent unauthorized access to System resources
Provide in-depth troubleshooting, research, diagnoses, resolution, and escalation of semi-complex technical issues or requests
Provide guidance and support to Service Desk Associates and new Representatives and communicate with departmental leadership as needed to ensure service excellence is achieved.
Knowledge of Henry Ford Health System and its technical teams, support teams, network, hardware, and software preferred.
May be requested to test new technologies and support structures to help with later integration across the rest of the team
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
Seek information through standard channels as well as in non-traditional avenues if unavailable through standard channels
Contribute to the growth and maintenance of our knowledgebase
Keep knowledge of processes and procedures current and stay aware of and responsive to changes in the environment
Take ownership when new information is presented and follow through by asking relevant questions and updating colleagues and documentation accordingly
Identifies and appropriately escalates system hardware, software or build issues for quality assurance and system stability.
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
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
Demonstrate excellence in troubleshooting, knowledge, communication, and quality, and help others by answering questions
Adhere to HFHS guidelines for attendance & timeliness
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.
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
Schedule Notes
2 Weeks of Training with variable shifts possible **Position is remote**
Assisting with identification verification, password resets
Elements
Duo step, logging into systems
Confidentiality
Customer service experience ***Possible extension***
Regards Ritz InfiCare Health | 22375 Broderick Drive #225 Dulles VA 20166 | Direct 703-652-9251 | Ritz@infiCare.com www.infiCareHealth.com | https://www.linkedin.com/in/rizwan-ali-ritz-85831a173/
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