Help Desk Representative

MyMichigan Health; Midland (MI); On-site; USD 42,000 - 54,000; Full time

Job summary

MyMichigan Health is seeking a Help Desk Specialist to support centralized help desk operations, log and prioritize calls, and route issues to appropriate resources. The role includes over-the-phone problem resolution and management of a problem tracking and knowledge system.

The candidate will perform various computer operations tasks and must demonstrate competency in Microsoft Windows. High school diploma or GED is required; additional MIS education is preferred.

Qualifications

• One (1) to two (2) years experience providing technical support on common computer hardware and software.
• Excellent written and verbal communication and customer service skills.
• Mandatory OSHA training must be completed annually according to the Exposure Control Plan.

Responsibilities

• Identify and resolve password, device and communication calls.
• Provide assistance with major application connectivity and use within established guidelines.
• Identify and resolve printer problems within established guidelines.
• Identify and resolve problems and answer questions related to the use of Microsoft Office products within established guidelines.
• Identify and resolve personal computer startup and use problems within established guidelines.
• Triage and assign problems the customer cannot otherwise resolve.
• Manage the problem tracking and knowledge management system.
• Attend and participate in department, group and other project or committee meetings.
• Provide help desk, customer service and technical training as necessary.
• Perform various computer operations tasks as required.

Skills

Excellent communication

Customer service

Independent problem solving

Education

High school diploma or GED

Associate's or Bachelor's in MIS preferred

Tools

Microsoft Windows

Microsoft Office

PC hardware knowledge

Job description

Summary

The Help Desk Specialist is responsible for all activities relating to the operations and administration of a centralized help desk. They receive calls, log them, determine their priorities, and route the calls to the appropriate resources for resolution. They also provide over-the-phone problem resolution within established guidelines. To facilitate their ability to provide over-the-phone problem resolution, the help desk specialist utilizes and manages a problem tracking and knowledge management system. The Help Desk Specialist will perform various computer operations tasks as required.

Responsibilities

• (20%)* Identify and resolve password, device and communication calls.


• (20%)* Provide assistance with major application connectivity and use within established guidelines.


• (20%)* Identify and resolve printer problems within established guidelines.


• (20%)* Identify and resolve problems and answer questions related to the use of Microsoft Office products within established guidelines.


• (20%)* Identify and resolve personal computer startup and use problems within established guidelines.

OTHER DUTIES AND RESPONSIBILITIES:

• Triage and assign problems the customer cannot otherwise resolve.


• Manage the problem tracking and knowledge management system.


• Attend and participate in department, group and other project or committee meetings.


• Provide help desk, customer service and technical training as necessary.


• Perform various computer operations tasks as required


• MyMichigan Health is a technology driven organization and employees need to demonstrate competency in Microsoft® Windows. An employee may be required to participate in further learning opportunities offered by MyMichigan Health.

Certifications and Licensures

N/A

Required Education

High school diploma or GED is required

High School Diploma or equivalent required. Associate's Degree or Bachelor's Degree in Management Information Systems preferred. End-user computing help desk support experience preferred. Knowledge of Microsoft Windows and Office products, basic PC hardware knowledge preferred.

Other Information

EXPERIENCE, TRAINING AND SKILLS:

One (1) to two (2) years experience providing technical support on common computer hardware and software required, based on education.

Excellent written and verbal communication and customer service skills. Independent problem solving.

Mandatory Occupational Safety and Health Administration (OSHA) training must be completed annually according to the Exposure Control Plan.

PHYSICAL/MENTAL REQUIREMENTS AND TYPICAL WORKING CONDITIONS:

Exposure to stressful situations, including those involving public contact, as well as, trauma, grief and death.

Able to wear personal protective equipment that includes latex materials or appropriate substitute if required for your position.

Is able to move freely about facility with or without an assisted device and must be able to perform the functions of the job as outlined in the job description.

Overall vision and hearing is necessary with or without assisted device(s).

Frequently required to sit/stand/walk for long periods of time. May require frequent postural changes such as stooping, kneeling or crouching.

Some exposure to blood borne pathogens and other potentially infectious material. Must follow MyMichigan Health bloodborne pathogen and TB testing as required.

Ability to handle multiple tasks, get along with others, work independently, regular and predictable attendance and ability to stay awake.

Overall dexterity is required including handling, reaching, grasping, fingering and feeling. May require repetition of these movements on a regular to frequent basis.

Physical Demand Level: Sedentary. Must be able to occasionally (0-33% of the workday) lift or carry 0-10 lbs.