Help Desk Representative - Rochester Hills Data Center
GENERAL SUMMARY:
The Help Desk Representative participates as primary support liaison between end-users and Information Technology support teams. Participates in providing support to customers by resolving semi-complex technical application and IT service problems. Participates in maintaining documented log of incidents and requests so that recurring problems can be reported to technology engineering. The Help Desk Representative performs semi-complex work within technical or paraprofessional area. Effectively identifies issues as they occur and takes appropriate steps to solve them in situations where the problem is not difficult or complex. Documents and refers complex, unusual problems to other support teams.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
The Help Desk Representative provides technical assistance to end-users using computer systems supported by the HFHS Service Desk and HFHS Information Technology. This support is provided via telephone and email by answering questions, resetting passwords, researching and troubleshooting issues, relaying step-by-step instructions and utilizing call escalation procedures for unresolved issues. This position may also perform tasks and assignments required by other departments, as well as provide assistance to other technicians in solving unfamiliar or complex issues. This position requires a major portion of time sitting, speaking on the telephone, typing, and includes working shifts scheduled throughout a 24-hour day, evenings, weekends, and holidays. Position will require various shifts.
EDUCATION AND EXPERIENCE:
- High School Diploma or equivalent required.
- Associate's or Bachelor's Degree or 1-2 years of vocational technical training along with ITIL, HDI or other Information Technology/ Support industry certifications preferred.
- 1-3 years of successful experience in the area of Help Desk, Service Desk, or IT Support responsibilities.
- 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.
- ServiceNow ITSM tool usage, Apple/Mac product support, Windows OS support, and Remote Access VPN support experience preferred.
Overview
Henry Ford Health System, one of the largest and most comprehensive integrated U.S. health
care systems, is a national leader in clinical care, research and education. The system includes
the 1,200-member Henry Ford Medical Group, five hospitals, Health Alliance Plan (a health
insurance and wellness company), Henry Ford Physician Network, a 150-site ambulatory
network and many other health-related entities throughout southeast Michigan, providing a
full continuum of care. In 2015, Henry Ford provided $299 million in uncompensated care.
The health system also is a major economic driver in Michigan and employs more than 24,600
employees. Henry Ford is a 2011Malcolm Baldrige National Quality Award recipient. The
health system is led by President and CEO Wright Lassiter III. To learn more, visit HenryFord.com.
Benefits
Whether it's offering a new medical option, helping you make healthier lifestyle choices or
making the employee enrollment selection experience easier, it's all about choice. Henry
Ford Health System has a new approach for its employee benefits program - My Choice
Rewards. My Choice Rewards is a program as diverse as the people it serves. There are
dozens of options for all of our employees including compensation, benefits, work/life balance
and learning - options that enhance your career and add value to your personal life. As an
employee you are provided access to Retirement Programs, an Employee Assistance Program
(Henry Ford Enhanced), Tuition Reimbursement, Paid Time Off, Employee Health and Wellness
and access to day care services at Bright Horizons Midtown Detroit, and a whole host of other
benefits and services.
Equal Employment Opportunity/Affirmative Action Employer
Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health System is
committed to the hiring, advancement and fair treatment of all individuals without regard to
race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height,
weight, marital status, family status, gender identity, sexual orientation, and genetic information,
or any other protected status in accordance with applicable federal and state laws.