Service Desk Representative | Full Time

Davita Inc.; Rochester Hills (MI); Remote; USD 40,000 - 60,000; Full time

Job summary

A leading healthcare organization is seeking a Service Desk Representative to provide exceptional technical support and customer service. The role involves troubleshooting various technologies and assisting users while adhering to quality standards. This position offers a chance to contribute to system improvements and participate in projects within a vibrant, 24/7 healthcare environment.

Qualifications

• 2+ years of experience in IT support or Service Desk roles.
• Experience in a healthcare environment is preferred.
• Certifications in IT Service Management required.

Responsibilities

• Provide technical support for desktop devices and software.
• Conduct troubleshooting and escalate complex issues.
• Guide and train new Service Desk Associates.

Skills

Technical Support

Customer Service

Troubleshooting

Communication

Education

High School Diploma or equivalent

Associate's degree in IT or related field

Tools

ServiceNow

Windows OS

Apple/Mac products

Epic EMR

Microsoft Office Suite

Job description

GENERAL SUMMARY:

Service Desk Representatives are passionate about Henry Ford Health's success. They are responsible for providing world class quality technical support while maintaining an extraordinarily high level of customer service for the entire health system. Service Desk Representatives support Henry Ford Health and non-Henry Ford Health devices at Henry Ford Health locations, private practices, hybrid locations, home, or anywhere 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 variety of software, including Microsoft Windows operating systems and Microsoft applications, MacOS, iOS, Android OS, Epic EMR, PeopleSoft, ServiceNow, Citrix Applications, Active Directory, Webex, VPN technologies, Duo multi-factor 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 security of the organization by following established procedures to prevent unauthorized access to system resources. They provide in-depth troubleshooting, research, diagnoses, resolution, and escalation of complex technical issues or requests. Work is performed remotely (phone, email, and IM) but onsite support may be required. Service Desk Representatives contribute to continuous improvement efforts by actively participating in short and long-term projects. These projects 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 provide relevant feedback and suggestions throughout. Service Desk Representatives provide 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 the team's knowledgebase or other technical documentation.

PRINCIPLE DUTIES AND RESPONSIBILITIES:

• Provide 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 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 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
  
  
  
  

EDUCATION/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 related), 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 success 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 provide direct end-user support preferred.


• Preferred 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 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: Ascension Client Services EUD


• Shift: Day Job


• Union Code: Not Applicable