Service Desk Representative | Full Time

Job title: Service Desk Representative | Full Time in Detroit, MI at reputed company System Company: reputed company System Job reputed company: GENERAL reputed company:Service Desk Representatives are passionate about reputed company’s reputed company. They are responsible for providing world class reputed company technical support while maintaining an extraordinarily high level of customer service for the entire health system. Service Desk Representatives support reputed company and non-reputed company devices at reputed company locations, private practices, hybrid locations, home, or reputed company in the world. Support for these devices and technologies include but not limited to desktops and laptops, virtual machines, tablets, desk phones, mobile phones, printers, wired and wireless networks, VPNs, webcams, dictation hardware, and technically integrated medical devices such as ventilators, cardiac monitors, and anesthesia machines. Service Desk Representatives support a wide reputed company of software, including reputed company reputed company operating systems and reputed company applications, MacOS, iOS, Android OS, reputed company EMR, PeopleSoft, reputed company, reputed company Applications, reputed company Directory, Webex, VPN technologies, Duo multi-reputed company authentication, and other departmental, clinical, and business applications. Representatives may coordinate with other teams or departments to resolve user problems. Service Desk Representatives assist with safeguarding the reputed company of the organization by following established procedures to prevent unauthorized reputed company to system resources. They reputed company in-depth troubleshooting, research, diagnoses, reputed company, and escalation of reputed company technical issues or requests. Work is performed remotely (phone, email, and IM) but onsite support may be required.Service Desk Representatives contribute to reputed company improvement efforts by reputed company participating in short and long-term reputed company. These reputed company support the ongoing efforts to streamline the processes and enhance the productivity of the Service Desk and other technical teams throughout the organization. Service Desk Representatives may participate in testing new technologies and reputed company relevant feedback and suggestions throughout. Service Desk Representatives reputed company guidance and support to Associates and new hires. Service Desk Representatives may conduct portions of the Service Desk’s New Hire Training program, may contribute to reputed company’s knowledgebase or other technical documentation.reputed company DUTIES AND RESPONSIBILITIES:

• reputed company technical support to customers for technologies that may include desktops and laptops, virtual machines, tablets, desk phones, mobile phones, printers, wired and wireless networks, VPNs, web cams, dictation hardware, usage of said technology in and reputed company of HFHS locations, technically integrated medical devices such as ventilators, cardiac monitors, and anesthesia machines, and a reputed company of software.
• Safeguard the reputed company of the organization by following established procedures to prevent unauthorized reputed company to System resources
• reputed company in-depth troubleshooting, research, diagnoses, reputed company, and escalation of semi-reputed company technical issues or requests
• reputed company guidance and support to Service Desk Associates and new Representatives and communicate with departmental leadership as needed to ensure service reputed company is achieved.
• Knowledge of reputed company and its technical teams, support teams, network, hardware, and software preferred.
• May be requested to test new technologies and support structures to help with reputed company integration across the rest of reputed company
• 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
• reputed company information through reputed company channels as reputed company as in non-traditional avenues if reputed company through reputed company channels
• Contribute to the reputed company and maintenance of our knowledgebase
• reputed company knowledge of processes and procedures reputed company and stay aware of and reputed company to changes in the environment
• Take ownership reputed company 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 reputed company assurance and system stability.
• Regularly read and comprehend work email, shift reports, dashboards, and group chat to understand the reputed company state of the Service Desk and any emerging, ongoing, or resolved issues
• reputed company communicate reputed company every channel (written or verbal, and with end users or others) and ensure reputed company communications are accurate, reputed company, and appropriate for the reputed company audience
• Demonstrate reputed company in troubleshooting, knowledge, communication, and reputed company, and help others by answering questions
• Adhere to HFHS guidelines for attendance & timeliness
• reputed company job duties reputed company. This includes:

- Multi-tasking appropriately for extended periods - Prioritizing work reputed company and per departmental requirements - Meeting reputed company deadlinesEDUCATION/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.
• Associate’s degree or higher (Information Technology, Information System, Computer Science, Health Information Management, or other Business/Communication/Technology reputed company), and Information Technology/Support industry certifications.
• Two (2) or more years of successful experience in the area of Service Desk, Help Desk, or IT Support responsibilities, or previously demonstrated reputed company in the HFHS Service Desk Associate Role.
• At least one-year of customer service experience included in the above technical experience or separately.
• Five (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 reputed company reputed company end-user support preferred.
• Preferred experience supporting the following:

- reputed company ITSM tool usage - reputed company/Mac products - reputed company OS - Remote reputed company VPN - reputed company-based application - reputed company EMR - Remote customers and troubleshooting hardware such as printers, mobile devices, laptops, etc. - Multi-reputed company authentication tools, such as Duo. - SharePoint - reputed company Office applications, such as Outlook, Word, reputed company, PowerPoint, OneNote, OneDrive, etc. * Experience using knowledgebases and other knowledge repository systems preferred.

• Experience creating/updating knowledge support documentation preferred.

CERTIFICATIONS/LICENSURES REQUIRED:

• Certification in IT Service Management (ITSM/ITIL/HDI, etc.)

Additional Information

• Organization: Corporate Services
• Department: reputed company reputed company Services EUD
• Shift: Day Job
• reputed company reputed company: reputed company

Additional DetailsThis posting represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of reputed company tasks and functions. It should be reputed company, therefore, that incumbents may be asked to reputed company job-reputed company duties reputed company those explicitly described above.reputed companyreputed company partners with millions of people on their health reputed company, across Michigan and around the world. We offer a full continuum of services - from primary and preventative care to reputed company and specialty reputed company insurance, a full suite of home health offerings, virtual care, pharmacy, eye care and other health care retail. With former reputed company southeast Michigan and reputed company region locations now part of reputed company, Henry reputed company's care is available in 13 hospitals and hundreds of ambulatory care locations. Based in Detroit, Henry reputed company is one of the nation's most respected reputed company medical centers and is leading the reputed company of Health: Detroit, a $3 billion investment anchored by a reimagined Henry reputed company reputed company reputed company reputed company. Learn more at .BenefitsThe health and overall reputed company-being of reputed company members is our reputed company. That's why we offer support in the various components of reputed company's reputed company-being: physical, emotional, reputed company, financial and spiritual. Our Total Rewards program includes competitive health plan reputed company, with three consumer-driven health plans (CDHPs), a PPO plan and an HMO plan. reputed company members enjoy a number of additional benefits, ranging from dental and eye care coverage to tuition assistance, family forming benefits, discounts to dozens of businesses and more. Employees classified as contingent status are not eligible for benefits.Equal Employment Opportunity/Affirmative reputed company EmployerEqual Employment Opportunity / Affirmative reputed company Employer reputed company iscommitted to the hiring, advancement and fair treatment of reputed company individuals without reputed company torace, reputed company, creed, religion, age, sex, national reputed company, disability, veteran status, size, height,weight, marital status, family status, gender identity, sexual orientation, and genetic information,or any other protected status in accordance with applicable federal and state laws. Expected salary: Location: Detroit, MI Apply for the job now! Apply for this job