Help Desk Specialist; Part time - Hybrid

Company Description

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.

• 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

30 hours per week - hours between 5am - 1am - Every other weekend work!

A Help Desk Associate works under the general supervision of the Help Desk/IS Management. This positionassistscustomers 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 willbe 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

• High school diploma or GED required.
• Associate's degree in Information Systems, Business or Healthcare is preferred.
• Technical knowledge:
  • 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

Schedule
: 4 weeks…