Help Desk Representative

MyMichigan Health•Midland, MI

3d•Onsite

About The Position

The Help Desk Specialist is responsible for all activities relating to the operations and administration of a centralized help desk. They receive calls, log them, determine their priorities, and route the calls to the appropriate resources for resolution. They also provide over-the-phone problem resolution within established guidelines. To facilitate their ability to provide over-the-phone problem resolution, the help desk specialist utilizes and manages a problem tracking and knowledge management system. The Help Desk Specialist will perform various computer operations tasks as required.

Requirements

One (1) to two (2) years experience providing technical support on common computer hardware and software required, based on education.
Excellent written and verbal communication and customer service skills.
Independent problem solving.
Mandatory Occupational Safety and Health Administration (OSHA) training must be completed annually according to the Exposure Control Plan.
High School Diploma or equivalent required.
Competency in Microsoft® Windows.

Nice To Haves

Associate's Degree or Bachelor's Degree in Management Information Systems preferred.
End-user computing help desk support experience preferred.
Knowledge of Microsoft Windows and Office products, basic PC hardware knowledge preferred.

Responsibilities

Identify and resolve password, device and communication calls.
Provide assistance with major application connectivity and use within established guidelines.
Identify and resolve printer problems within established guidelines.
Identify and resolve problems and answer questions related to the use of Microsoft Office products within established guidelines.
Identify and resolve personal computer startup and use problems within established guidelines.
Triage and assign problems the customer cannot otherwise resolve.
Manage the problem tracking and knowledge management system.
Attend and participate in department, group and other project or committee meetings.
Provide help desk, customer service and technical training as necessary.
Perform various computer operations tasks as required.