IT Service Desk Representative | Part-Time (20 Hours)

This is a permanent part-time, remote position open to applicants local to the state of Michigan.

About the Role

Service Desk Representatives are passionate about Henry Ford Health's success. They provide world-class technical support while maintaining an extraordinarily high level of customer service for the entire health system. Support is delivered for Henry Ford Health and non-Henry Ford Health devices at various locations, including private practices, hybrid locations, home, or anywhere in the world.

Work is performed remotely (phone, email, and IM), but onsite support may occasionally be required. Representatives contribute to continuous improvement efforts by actively participating in short and long-term projects that streamline processes and enhance productivity.

Responsibilities

• Provide in-depth troubleshooting, research, diagnosis, resolution, and escalation of complex technical issues or requests.
• Support a wide variety of hardware, including desktops, 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.
• Support software, including Microsoft Windows operating systems, 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.
• Coordinate with other teams or departments to resolve user problems.
• Safeguard the security of the organization by following established procedures to prevent unauthorized access to system resources.
• Participate in testing new technologies and provide relevant feedback and suggestions.
• Provide guidance and support to Associates and new hires.
• Conduct portions of the Service Desk's New Hire Training program.
• Contribute to the team's knowledgebase or other technical documentation.

Requirements

• High School Diploma or equivalent required.
• Some college, 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) preferred.
• Two or more years of successful experience in 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 or more years of experience working in a 24/7/365 healthcare environment help desk, service desk, or IT support position using phone, email, remote assist, and chat to provide direct end-user support preferred.
• Certification in IT Service Management (ITSM/ITIL/HDI, etc.) required.

Preferred Experience

• ServiceNow ITSM tool usage.
• Apple/Mac products.
• Windows OS.
• Remote Access VPN.
• Citrix-based applications.
• 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.
• Using knowledgebases and other knowledge repository systems.
• Creating/updating knowledge support documentation.

Schedule

• Days: Monday through Friday.
• Shift: 7am to 11am or 8am to 12pm.