Help Desk Support Specialist

Orthopaedic Associates of Michigan•Grand Rapids Charter Township, MI

About The Position

The Help Desk Support Specialist serves as the primary point of contact for employees, providing empathetic, timely, and effective technical assistance. This role focuses on delivering exceptional customer service while resolving common technology hurdles to ensure our team can focus on patient care.

Requirements

Experience in a customer-facing role (retail, hospitality, or help desk) preferred
A high level of comfort with modern technology and a strong desire to learn the specifics of Citrix, Windows 11, and Microsoft 365.
Familiarity with basic PC/Mobile troubleshooting.
Presents a strong professional appearance
Strong verbal communication skills
Empathy, patience, and problem-solving curiosity
Highly organized, detailed oriented and self-motivated
Experience troubleshooting Network Printers, Mobile Devices, Desktops, Laptops.
Ability to type accurately using standard business vocabulary and grammar.
Ability to sit for prolonged periods of time
Frequent bending, stooping, lifting and reaching required
Employee may be required to lift up to 50 pounds.
Manual dexterity required to operate modern office equipment
Employee must have normal or correctible range of hearing and eyesight.

Responsibilities

Record, document, and resolve incident requests per standard procedures in a timely courteous manner maintaining the highest level of customer service.
Immediately supports users on problems related to the computer systems, such as, user password and/or login issues, hardware problems, standard PC software, printer problems, cell phones, pagers, telephones, and basic networking issues as required.
Log Service Desk interactions in the Ticket Management system as they are received.
Provides regular, proactive updates to employees to manage expectations regarding resolution timelines.
Analyzes and resolves incidents and requests regarding use of application software or hardware.
Researches, recommends and applies technical solutions to enhance productivity in meeting business needs. Demonstrates aptitude for analytical problem solving by balancing the use of troubleshooting tools with a practical application of experience and creativity.
Assist with the identification and resolution of computing devices and peripherals across the enterprise including but not limited to PCs, printers, software installations, tablets, smartphone devices and other systems as required
Performs PC and General IT support for remote offices and locations throughout OAM. Occasionally may travel to lead onsite activities or to provide specialized onsite support at remote locations.
Perform client computing equipment upgrades, changes, networking as required
Help troubleshoot support for network and other advanced technology issues
Assists in developing long-term strategies and capacity planning for meeting future client computing needs
Actively listens to employee concerns to fully understand the issue before attempting a technical fix.
Translates complex technical concepts into easy-to-understand language for non-technical staff.
Provides input and recommendations for departmental processes and procedures, considering impact on the organization. Evaluates and implements best practices with technology.
Identify trends and escalate situations requiring urgent attention and complete in a timely manner.
Evaluates and tests new operating systems individually or as part of a team. Provides recommendation and if necessary implementation planning and assistance upon testing completion.
Track and inventory computer hardware, software and mobile assets.
Installing, physically moving, changing/upgrading, and disposing of computer hardware and software products.
Maintains and protects confidentiality with regard to all aspects of patient care and employee information.
Performs other duties as assigned.