Hybrid Help Desk Associate | Entry-Level IT Support

Munson Healthcare; Michigan; Hybrid; USD 38,000 - 48,000; Full time

Benefits offered by this job

Full benefits

Paid holidays

Generous PTO

Employee discounts

Free retirement counseling

Wellness platform

Job summary

Munson Healthcare in northern Michigan is hiring a Help Desk Associate to provide first contact support for users across Munson systems. After four weeks of onboarding, the role becomes hybrid with 2–3 onsite days per week.

You will resolve issues, document steps, and escalate when needed, while joining a team that values patient service, reliability, and continuous improvement. This entry-level position offers training, comprehensive benefits, and opportunities to grow within Information

Qualifications

• High school diploma or GED required.
• Associate's degree in Information Systems, Business or Healthcare is preferred.
• Keyboarding proficiency.
• Basic knowledge of Microsoft Office programs and Microsoft Windows.
• 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 shift times with the latest ending at 1AM.
• Every other weekend OR every third weekend - must be open to both!
• Vaccination requirements for Measles, Mumps, Rubella and Varicella, and flu vaccine policy with exemptions available.

Responsibilities

• A Help Desk 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.
• Provide verbal, written and interpersonal support to our customers in a customer focused, professional manner using telephone, e-mail, voicemail, chat, and in-person 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.
• Assists with maintaining technical documentation of department processes and procedures.
• Monitors, troubleshoots, and resolves first level issues in a network environment; escalates to IS team as needed.
• Monitors, troubleshoots, and resolves first level problems related to hardware, OS, applications, interfaces, in a multiplatform environment.
• Documents hardware and software problems and communicates with the IS team during resolution.
• Assists with installation or re-installation of PC software via remote control.
• Performs predefined Help Desk functions during downtime procedures and updates status lines.
• Aims to meet first call resolution rate by increasing knowledge of established systems.
• Works to meet established Team Goals.

Job description

Munson Healthcare in northern Michigan is hiring a Help Desk Associate to provide first contact support for users across Munson systems. After four weeks of onboarding, the role becomes hybrid with 2–3 onsite days per week.

You will resolve issues, document steps, and escalate when needed, while joining a team that values patient service, reliability, and continuous improvement. This entry-level position offers training, comprehensive benefits, and opportunities to grow within Information