Help Desk Representative

MyMichigan Health offers an onsite Help Desk role in Midland, MI where you help keep end users productive by coordinating support, documenting issues, and resolving common IT problems through a centralized help desk workflow. You will use a problem tracking and knowledge management system to route and follow through on requests, and you’ll have opportunities to support training and participate in department and project meetings.

What you’ll do

• Receive calls to the centralized help desk, log and prioritize requests, and route them to the appropriate resources for resolution.
• Identify and resolve password issues, device-related calls, and communication problems within established guidelines.
• Provide assistance for major application connectivity and use following established guidelines.
• Troubleshoot printer problems within established guidelines.
• Identify and resolve issues and questions related to Microsoft Office products within established guidelines.
• Support personal computer startup and use problems within established guidelines.
• Triage and assign problems the customer cannot otherwise resolve.
• Manage the problem tracking and knowledge management system.
• Attend and participate in department, group, and other project or committee meetings as needed.
• Provide help desk, customer service, and technical training as necessary.
• Perform various computer operations tasks as required.

What you bring

• High school diploma or GED is required.
• Associate’s Degree or Bachelor’s Degree in Management Information Systems is preferred.
• One (1) to two (2) years of experience providing technical support on common computer hardware and software is required based on education.
• End-user computing help desk support experience is preferred.
• Knowledge of Microsoft Windows and Microsoft Office products, plus basic PC hardware knowledge, is preferred.
• Excellent written and verbal communication and customer service skills.
• Independent problem solving ability.
• Mandatory OSHA training must be completed annually according to the Exposure Control Plan.

Tools you’ll use

• Microsoft Windows
• Microsoft Office

Physical and working conditions

• Exposure to stressful situations, including public contact, and those involving trauma, grief, and death.
• Ability to wear personal protective equipment that includes latex materials or an appropriate substitute if required.
• Ability to move freely throughout the facility and perform job functions as outlined.
• Overall vision and hearing required with or without assisted devices.
• Frequently required to sit/stand/walk for long periods and perform frequent postural changes.
• Some exposure to bloodborne pathogens and other potentially infectious material, with required follow-through on bloodborne pathogen and TB testing.
• Ability to handle multiple tasks, work independently, maintain regular and predictable attendance, and stay awake.
• Overall dexterity required for handling, reaching, grasping, fingering, and feeling.
• Sedentary physical demand level, with occasional lifting or carrying of 0 to 10 lbs (0–33% of the workday).