Service Desk Representative

Position: Service Desk Representative

Length: 6 Month Contract to Hire

Location: Rochester Hills, MI

Onsite: 5 Weeks of Training- 8:30a-5pm EST, after training the schedule will be either days or mids with weekend availability required

COVID Vaccination: Yes

Job Summary:

1. Provide technical support to customers for technologies including desktops and laptops, virtual machines, tablets, desk phones, mobile phones, printers, wired and wireless networks, VPNs, webcams, dictation hardware, usage of said technology in and outside of hospital system locations, technically integrated medical devices such as ventilators, cardiac monitors, and anesthesia machines, and a variety of software

2. Safeguard the security of the organization by following established procedures to prevent unauthorized access to System resources

3. Provide in-depth troubleshooting, research, diagnoses, resolution, and escalation of semi-complex technical issues or requests

4. Provide guidance and support to Service Desk Associates and new Representatives and communicate with departmental leadership as needed to ensure service excellence is achieved.

5. Knowledge of hospital system and its technical teams, support teams, network, hardware, and software preferred.

6. May be requested to test new technologies and support structures to help with later integration across the rest of the team

7. 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

Minimum Experience:

2 years of successful experience in the area of Service Desk, Help Desk, or IT Support responsibilities or at least 1-year customer service experience included in the above technical experience or separately.

Preferred Experience:

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.

Experience support 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

Experience creating/updating knowledge support documentation

INDFLEX

Job Type: Temp-to-hire

Pay: $12.00 - $16.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Compensation package:

• Hourly pay

Experience level:

• 2 years

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Relocate:

• Detroit, MI 48202: Relocate before starting work (Required)

Work Location: In person

Salary : $12 - $16