Desktop Engineer I - onsite

About the role

The Desktop Engineer I is responsible for providing onsite and remote technical support for software, hardware, and network problem resolution to all business clients at Cherry Health. This role ensures that desktop systems and network environments are operating efficiently and that clients receive prompt and effective technical assistance. The position also includes troubleshooting, software configuration, and hardware support to ensure a seamless work environment.

Cherry Health, Michigan’s largest Federally Qualified Health Center (FQHC), operates in six counties across the state, is based in Grand Rapids. With a team of more than 650 health care professionals at 20 locations, Cherry Health focuses on removing barriers, expanding access, and delivering comprehensive quality health care services to underserved communities, regardless of an individual’s insurance status or ability to pay. We provide primary care, dental, vision, behavioral health, pharmacy services, substance abuse services, residential re-entry services, school-based health centers and more.

Responsibilities

• Fulfill incident and service requests as assigned, following standard help desk procedures.
• Document all interactions with business clients, including requests, statuses, and resolutions of incidents.
• Perform planned maintenance, moves, adds, and changes as needed.
• Maintain and support standard software and desktop OS configurations, including troubleshooting, loading and configuring software images, supported applications, and drivers.
• Research business client questions using available resources to identify solutions.
• Create and maintain accurate documentation for software, hardware, and troubleshooting procedures.
• Install, configure, use, repair, and troubleshoot Microsoft OS, Office, and other software and hardware for desktop and laptop computers.
• Perform other duties as assigned.

Qualifications

• Education: High School Diploma or equivalent required, Associate's degree in Information Systems or a related field preferred.
• Certifications in A+, Network+, and/or Security+ preferred (or an equivalent combination of education and experience).
• Candidate should be willing to complete certifications within 12 months if not already achieved.
• Experience: Two to five years of experience in customer service, desktop hardware and software, Microsoft systems, network systems, and phone systems, or an equivalent combination of education and experience sufficient to perform the essential duties of the role.

Skills

• Strong verbal and written communication skills, with a focus on excellent customer service.
• Ability to prioritize and execute tasks effectively in a high-pressure environment.
• Capable of working effectively in a team-oriented environment.
• Self-motivated with the ability to work independently.
• Strong problem-solving and analytical skills.
• Adaptability to different environments and situations.
• Experience troubleshooting local area network (LAN) and VPN connectivity issues.
• Ability to quickly learn new software and hardware.

Benefits

• Loan repayment through the NHSC and Michigan State Loan Repayment Program for select roles
• Medical, Dental and Vision Insurance for you and your family
• Generous Paid Time Off benefit – 4 weeks per year for full time
• Paid holidays - 8 full day paid holidays (Including Black Friday!) and 2 half day paid holidays!
• 403(b) Retirement Savings Plan with generous employer match - $ for $ match up to 5%
• MET and MESP 529 Savings Plans
• Pet Insurance!
• Employee Assistance Program