HonorVet Technologies
Service Desk Representative
HonorVet Technologies, Rochester, Michigan, us, 48308
Job Title: Service Desk RepresentativeLocation: Rochester Hills, MI 48309(Remote)Shift: 10 am - 7 pm(Mon - Fri)
Duties:
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 HFHS locations, technically integrated medical devices such as ventilators, cardiac monitors, and anesthesia machines, and a variety of softwareSafeguard the security of the organization by following established procedures to prevent unauthorized access to System resourcesProvide in-depth troubleshooting, research, diagnoses, resolution, and escalation of semi-complex technical issues or requestsProvide guidance and support to Service Desk Associates and new Representatives and communicate with departmental leadership as needed to ensure service excellence is achieved.Knowledge of *** Health System and its technical teams, support teams, network, hardware, and software preferred.May be requested to test new technologies and support structures to help with later integration across the rest of the teamAssist 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 informationSeek information through standard channels as well as in non-traditional avenues if unavailable through standard channelsContribute to the growth and maintenance of our knowledgebaseKeep knowledge of processes and procedures current and stay aware of and responsive to changes in the environmentSkills:
Must possess the following skills and personal qualities:Excellent customer service and written and verbal communication skills demonstrated over the phone, via IM, and face-to-face in order to communicate technical information in non-technical terms.Interpersonal skills demonstrating consensus building, collaborative spirit, rapport-building, listening and methodical questioningAbility to work under pressure, establish priorities and respond with urgency.High technical aptitude and strong PC literacy skillsSuccessful experience with working independently and under pressureSuccessful experience with working on a team and actively contributing as a team memberStrong analytical, prioritization, and organizational skills.Able to work carefully, paying close attention to detailSense of urgency regarding all security/privacy practices and procedures.Self-directed and able to thrive in a fast-paced environment with frequent changesBe a team player focused on rapport buildingDemonstrate initiative and being proactiveDemonstrate willingness to learn and coachabilityAccepts and respects diversity without judgmentAbility to understand and protect the privacy and security of patient and employee dataGeneral understanding of network topologies and security protocolsFluent English language skillsEducation:
High School Diploma or equivalent required.Some college, or 1-2 years of vocational technical training, or an Information Technology/Support industry certification - A relevant Associate's degree or higher (Information Technology, Information System, Computer Science, Health Information Management, or other Business/Communication/Technology related), and Information Technology/Support industry certifications.Certification in IT Service Management
Duties:
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 HFHS locations, technically integrated medical devices such as ventilators, cardiac monitors, and anesthesia machines, and a variety of softwareSafeguard the security of the organization by following established procedures to prevent unauthorized access to System resourcesProvide in-depth troubleshooting, research, diagnoses, resolution, and escalation of semi-complex technical issues or requestsProvide guidance and support to Service Desk Associates and new Representatives and communicate with departmental leadership as needed to ensure service excellence is achieved.Knowledge of *** Health System and its technical teams, support teams, network, hardware, and software preferred.May be requested to test new technologies and support structures to help with later integration across the rest of the teamAssist 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 informationSeek information through standard channels as well as in non-traditional avenues if unavailable through standard channelsContribute to the growth and maintenance of our knowledgebaseKeep knowledge of processes and procedures current and stay aware of and responsive to changes in the environmentSkills:
Must possess the following skills and personal qualities:Excellent customer service and written and verbal communication skills demonstrated over the phone, via IM, and face-to-face in order to communicate technical information in non-technical terms.Interpersonal skills demonstrating consensus building, collaborative spirit, rapport-building, listening and methodical questioningAbility to work under pressure, establish priorities and respond with urgency.High technical aptitude and strong PC literacy skillsSuccessful experience with working independently and under pressureSuccessful experience with working on a team and actively contributing as a team memberStrong analytical, prioritization, and organizational skills.Able to work carefully, paying close attention to detailSense of urgency regarding all security/privacy practices and procedures.Self-directed and able to thrive in a fast-paced environment with frequent changesBe a team player focused on rapport buildingDemonstrate initiative and being proactiveDemonstrate willingness to learn and coachabilityAccepts and respects diversity without judgmentAbility to understand and protect the privacy and security of patient and employee dataGeneral understanding of network topologies and security protocolsFluent English language skillsEducation:
High School Diploma or equivalent required.Some college, or 1-2 years of vocational technical training, or an Information Technology/Support industry certification - A relevant Associate's degree or higher (Information Technology, Information System, Computer Science, Health Information Management, or other Business/Communication/Technology related), and Information Technology/Support industry certifications.Certification in IT Service Management