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

Munson Healthcare•Traverse City, MI

4d•Hybrid

About The Position

The Help Desk Associate works under the general supervision of Help Desk/IS Management and provides first-point-of-contact support to customers using Munson Healthcare systems and services. The role triages, prioritizes, and escalates unresolved issues according to established procedures, providing professional verbal, written, and interpersonal support by telephone, email, voicemail, chat, and in person. This is an entry-level position for candidates who meet the minimum qualifications. The position provides operational technology support and resolves 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, contacts the appropriate IS teams or analysts, and remains a point of contact during resolution. The role also assists with technical documentation and remote installation or reinstallation of PC software, and performs Help Desk functions during downtime procedures. The position is part time for 30 hours per week. The schedule is variable, with hours between 5 a.m. and 1 a.m., including midnights, and work every other weekend. Training is onsite for four weeks, followed by a hybrid schedule of two to three onsite days per week. Employees must meet the employer’s stated vaccination requirements or qualify for an approved exemption.

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 midnights.
Must work every other weekend.
Must meet Munson Healthcare's vaccination requirements for measles, mumps, rubella, varicella, and influenza, 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.
Assist customers at first contact; triage, prioritize, and escalate open or unresolved problems using established procedures.
Provide customer support by telephone, email, voicemail, chat, and in person.
Perform Help Desk functions such as providing phone support, escalating calls, and updating the Help Desk status line.
Provide operational support for technology.
Document service-request activities concisely, promptly, and in detail.
Assist in maintaining technical documentation of department processes and procedures.
Monitor, troubleshoot, and resolve first-level network issues using established procedures, escalating other issues to appropriate IS teams, analysts, or on-call staff.
Monitor, troubleshoot, and resolve first-level hardware, operating system, application, interface, and non-clinical process problems in a multiplatform environment.
Document hardware and software problems, contact the appropriate IS team or analysts, and act as a contact person throughout resolution.
Assist with installing or reinstalling PC software using remote control.
Perform predefined Help Desk functions during downtime procedures, including phone support, call escalation, relaying information to the command center, and updating the Help Desk status line.
Work toward established first-call resolution rates by increasing knowledge and proficiency with established systems.
Work to ensure established team goals are met.