Help Desk Representative

The Help Desk Representative role supports the centralized help desk at MyMichigan Health, onsite in Midland, MI, handling incoming calls, logging incidents, prioritizing issues, and delivering over-the-phone resolution using a problem tracking and knowledge management system.

Responsibilities

• Identify and resolve password, device, and communication issues.
• Assist with major application connectivity and usage within established guidelines.
• Identify and resolve printer problems following established guidelines.
• Address questions and problems related to Microsoft Office products within guidelines.
• Identify and resolve personal computer startup and usage problems within guidelines.
• Triage and assign problems the customer cannot resolve independently.
• Manage the problem tracking and knowledge management system.
• Attend and participate in department, group and other project or committee meetings.
• Provide help desk, customer service and technical training as necessary.
• Perform various computer operations tasks as required.

Requirements

• High School Diploma or equivalent required.
• One to two years of experience providing technical support on common computer hardware and software, based on education.
• Excellent written and verbal communication and customer service skills.
• Independent problem solving abilities.
• Mandatory OSHA training must be completed annually according to the Exposure Control Plan.

Technologies

• Microsoft Windows
• Microsoft Office

Certifications and Licenses

• N/A

Education

High School Diploma or equivalent required.

Experience, Training and Skills

• One to two years of experience providing technical support on common computer hardware and software, based on education.
• Excellent written and verbal communication and customer service skills. Independent problem solving.
• Mandatory OSHA training must be completed annually according to the Exposure Control Plan.

Physical and Mental Requirements and Typical Working Conditions

• Exposure to stressful situations, including those involving public contact, as well as trauma, grief and death.
• Ability to wear personal protective equipment that includes latex materials or appropriate substitutes if required for the position.
• Ability to move freely about the facility with or without an assisted device and perform the functions of the job.
• General vision and hearing necessary, with or without assistive devices.
• Frequently required to sit, stand, and walk for extended periods; may require frequent postural changes such as stooping, kneeling or crouching.
• Some exposure to blood borne pathogens and other potentially infectious material; must follow health policies and TB testing as required.
• Ability to handle multiple tasks, work independently, maintain regular and predictable attendance, and stay awake.
• Overall dexterity including handling, reaching, grasping, fingering and feeling; repetitive movements may be required.
• Physical Demand Level: Sedentary. Occasional lifting or carrying of 0-10 lbs up to 33% of the workday.