Help Desk Specialist (Part time - Hybrid 30 hours/week)

SmartRecruiters, Inc.; Traverse City (MI); Hybrid; USD 19,000 - 30,000; Part time

Job summary

Munson Healthcare in northern Michigan is seeking a part-time Help Desk Specialist for a hybrid schedule (30 hours per week). The role covers first-contact support, triage, and multichannel assistance (phone, email, chat, in-person).

The position is entry-level, focusing on customer service, problem solving, and thorough documentation. Minimum requirements include a high school diploma or GED, with an Associate's degree preferred.

Qualifications

• High school diploma or GED required.
• Associate's degree in Information Systems, Business or Healthcare preferred.
• Basic knowledge of printer, scanner, and fax hardware; general PC hardware and software troubleshooting; TCP/IP networking.

Responsibilities

• Assist customers at first contact and triage/escalate issues.
• Provide verbal, written, and interpersonal support via phone, email, chat, and in-person channels.
• Perform Help Desk functions including phone support, escalation, and updating the Help Desk status line.
• Provide first-line support for all users of Munson Healthcare systems and services.
• Document hardware/software problems and coordinate with IS team during resolution.
• Maintain documentation of department processes and procedures.
• Monitor and resolve first-level issues in a networked environment; escalate as needed.
• Meet established first-call resolution goals and support team objectives.

Skills

Customer service

Troubleshooting

Communication

Teamwork

Education

High school diploma or GED

Associate's degree in Information Systems, Business or Healthcare

Tools

Printer hardware troubleshooting

TCP/IP networking basics

Remote desktop support

Job description

Help Desk Specialist (Part time - Hybrid 30 hours/week)

• Part-time


• Shift: Variable Shift


• Status: Part Time

More Than Just Care,It’sCommunity

Imagine doing meaningful work in a place where peoplevacation.That’slife at Munson Healthcare - northern Michigan’s largest healthcare system, with eight award-winning community hospitals serving over half a million residents across 29 counties.

If you want a career in healthcare and alifestylemost people only dream about – with freshwater lakes, scenic trails, charming downtowns, a vibrant arts scene, and endless outdoor adventures - you might just be Munson Material.To us, that means teammates who live by our values ofexcellence,teamness, positivity, creativity,and a commitment to creatingexceptional experiencesfor our patients and each other. Join a team that delivers outstanding care in one of the most beautiful regions in the country.

Invested in You

Grow:Tuition reimbursement, in-person and onlinedevelopment,and access to ourcareer hubto help you advance.

Thrive:Full benefits, paid holidays, generous PTO, employee discounts, and freeindividualretirement counseling.

Be Well:Freewellness platform for you and your family,pluspersonalizedsupport for personal or family challenges.

Be Heard:Share your ideas and help shape the way we work through improvement huddles, employee surveys, and town hall meetings

A Day inthe Life

30 hours per week - hours between 5am - 1am - Every other weekend work!

A Help Desk Associate works under the general supervision of the Help Desk/IS Management. This positionassistscustomers in resolving issues during the first point of contact as well as triaging, promptly prioritizing and escalating open and unresolved problems following established escalation procedures. A Help Desk Associate willbe requiredto provide verbal,writtenand interpersonal support to our customers in a customer focused, professional manner. Forms of communications will include telephone, E-Mail, voicemail, chat, and in-person support channels. This is an entry level position for individuals who have met the minimum qualifications/requirements.

• A Helpdesk Associate assists customers in resolving issues during the first point of contact as well as triaging, promptly prioritizing and escalating open and unresolved problems following established escalation procedures.


• A Helpdesk Associate will be required to provide verbal, written and interpersonal support to our customers in a customer focused, professional manner. Forms of communications will include telephone, e-mail, voicemail, chat, and in-person support channels.


• Performs Help Desk functions including providing phone support, escalating calls, updating Help Desk status line,etc


• Provide first line support for all users of Munson Healthcare systems and services in a professional, customer focused manner


• Provides operational support of technology


• Provides concise,timely, and detailed written documentation of activities related to service requests


• Assistsinmaintainingtechnical documentation of department processes and procedures


• Monitors, troubleshoots, and resolves first level issues in a network environment using established procedures; Other issues are escalated to appropriate IS Team, Analysts, or on-call staff


• Monitors, troubleshoots, and resolves first level problems related to hardware, operating systems, applications, interfaces, and non-clinical processes in a multiplatform environment following documented procedures


• Documents hardware and software problems when they occur, contacts theappropriate ISteam or analysts, and acts as a contact person throughout the resolution process


• Assistswith installation or re-installation of PC software via remote control


• Performs pre-defined Help Desk functions during downtime procedures, including but not limited to providing phone support, escalating calls, relaying pertinent information to command center, and updating Help Desk status line


• Endeavour to meet the established first call resolution rate by increasing knowledge andproficiencywith established systems


• Works to assure established Team Goals are met

• High school diploma or GED required.


• Associate's degree in Information Systems, Business or Healthcare is preferred.


• Technical knowledge:
  
  
  
  • Basic knowledge and troubleshooting skills for laser jet, ink jet, and label printers, scanners, and fax machines
  
  
  • Basic knowledge and troubleshooting skills related to computer hardware and software
  
  
  • Basic knowledge and troubleshooting skills related to TCP/IP network connectivity issues
  
  
  
  

Schedule: 4 weeks onsite training and then hybrid 2-3 days onsite per week.

**Must be open to multiple shifts - including midnights! Hours between 5am - 1am

Will work every other weekend!

Munson Healthcare requires all employees be vaccinated or have lab confirmed immunity for Measles, Mumps, Rubella and Varicella. MHC also requires all employees to receive a flu vaccine during the flu season in the year that they are hired and annually thereafter, or receive an approved medical or religious exemption.