Helpdesk Associate - HYBRID in Traverse

Helpdesk Associate - HYBRID in Traverse City

• Full-time
• Shift: Day/Rotate Shift
• Status:
  Full Time

More Than Just Care,It’sCommunity

Imagine doing meaningful work in a place where people vacation.

That’slife at Munson Healthcare - northern Michigan’s largest healthcare system, with eight award-winning community hospitals serving over half a million residents across 29 counties.

If you want a career in healthcare and alifestylemost people only dream about – with freshwater lakes, scenic trails, charming downtowns, a vibrant arts scene, and endless outdoor adventures - you might just be Munson Material. To us, that means teammates who live by our values of excellence,teamness, positivity, creativity, and a commitment to creating exceptional experiences for our patients and each other.

Join a team that delivers outstanding care in one of the most beautiful regions in the country.

Invested in You

Grow: Tuition reimbursement, in-person and online development,and access to ourcareer hubto help you advance.

Thrive: Full benefits, paid holidays, generous PTO, employee discounts, and freeindividualretirement counseling.

Be Well: Free wellness platform for you and your family,pluspersonalizedsupport for personal or family challenges.

Be Heard: Share your ideas and help shape the way we work through improvement huddles, employee surveys, and town hall meetings

A Day inthe Life

A Help Desk Associate works under the general supervision of the Help Desk/IS Management. This position assists customers in resolving issues during the first point of contact as well as triaging, promptly prioritizing and escalating open and unresolved problems following established escalation procedures. A Help Desk Associate will be required to provide verbal, written and interpersonal support to our customers in a customer focused, professional manner.

Forms of communications will include telephone, E-Mail, voicemail, chat, and in-person support channels. This is an entry level position for individuals who have met the minimum qualifications/requirements.

A Helpdesk Associate assists customers in resolving issues during the first point of contact as well as triaging, promptly prioritizing and escalating open and unresolved problems following established escalation procedures.

A Helpdesk Associate will be required to provide verbal, written and interpersonal support to our customers in a customer focused, professional manner. Forms of communications will include telephone, e-mail, voicemail, chat, and in-person support channels.

Performs Help Desk functions including providing phone support, escalating calls, updating Help Desk status line,etc

Provide first line support for all users of Munson Healthcare systems and services in a professional, customer focused manner

Provides operational support of technology

Provides concise,timely, and detailed written documentation of activities related to service requests

Assistsinmaintainingtechnical documentation of department processes and procedures

Monitors, troubleshoots, and resolves first level issues in a network environment using established procedures;
Other issues are escalated to appropriate IS Team, Analysts, or on-call staff

Monitors, troubleshoots, and resolves first level problems related to hardware, operating systems, applications, interfaces, and non-clinical processes in a multiplatform environment following documented procedures

Documents hardware and software problems when they occur, contacts the appropriate ISteam or analysts, and acts as a contact person throughout the resolution process

Assists with installation or re-installation of PC software via remote control

Performs pre-defined Help Desk functions during downtime procedures, including but not limited to providing phone support, escalating calls, relaying pertinent information to command center, and updating Help Desk status line

Endeavour to meet the established first call resolution rate by increasing knowledge andproficiencywith established systems

Works to assure established Team Goals are met

What’s Required

High school diploma or GED required.

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

Technical…