Help Desk Specialist (Part time - Hybrid 30 hours/week)

Munson Healthcare•Traverse City, MI

4d•Hybrid

About The Position

The Help Desk Specialist works under the general supervision of Help Desk/IS Management and provides first-contact support to customers using Munson Healthcare systems and services. The role triages, prioritizes, and escalates unresolved problems according to established procedures, while providing professional verbal, written, and interpersonal support through telephone, email, voicemail, chat, and in-person channels. This is an entry-level position for candidates who meet the minimum qualifications. The position provides operational technology support and troubleshoots first-level issues involving network connectivity, hardware, operating systems, applications, interfaces, and non-clinical processes in a multiplatform environment. It documents service requests and technical problems, coordinates with appropriate IS teams or analysts through resolution, and assists with remote PC software installation or reinstallation. The schedule is 30 hours per week, with four weeks of onsite training followed by a hybrid schedule of two to three onsite days per week. Shifts may vary, with hours between 5 a.m. and 1 a.m., including midnight shifts, and work every other weekend.

Requirements

High school diploma or GED.
Basic knowledge and troubleshooting skills for laser jet, ink jet, and label printers, scanners, and fax machines.
Basic knowledge and troubleshooting skills related to computer hardware and software.
Basic knowledge and troubleshooting skills related to TCP/IP network connectivity issues.
Must be open to multiple shifts, including midnight shifts, and work every other weekend.
Must meet Munson Healthcare vaccination requirements for measles, mumps, rubella, and varicella, and receive an annual flu vaccine or have an approved medical or religious exemption.

Nice To Haves

Associate's degree in Information Systems, Business, or Healthcare.

Responsibilities

Provide first-line support for users of Munson Healthcare systems and services in a professional, customer-focused manner.
Triage, prioritize, and escalate open or unresolved problems according to established procedures.
Perform Help Desk functions, including phone support, escalating calls, and updating the Help Desk status line.
Provide operational support for technology.
Document service request activities and hardware and software problems in a concise, timely, and detailed manner.
Assist in maintaining technical documentation of department processes and procedures.
Monitor, troubleshoot, and resolve first-level network issues using established procedures; escalate other issues to the appropriate IS team, analysts, or on-call staff.
Monitor, troubleshoot, and resolve first-level problems related to hardware, operating systems, applications, interfaces, and non-clinical processes in a multiplatform environment.
Contact the appropriate IS team or analysts when technical problems occur and act as a contact person throughout the resolution process.
Assist with installation or reinstallation of PC software via remote control.
Perform predefined Help Desk functions during downtime procedures, including phone support, call escalation, relaying relevant information to the command center, and updating the Help Desk status line.
Work toward the established first-call resolution rate by increasing knowledge and proficiency with established systems.
Work to ensure established team goals are met.