IT Service Desk Representative

Henry Ford Health is hiring a permanent part-time IT Service Desk Representative to support the health system’s end users and devices across a distributed environment. This role delivers remote troubleshooting and guidance while maintaining a high standard of customer service, with occasional onsite needs when required.

You will help address technical issues for Henry Ford Health and non-Henry Ford Health devices used across locations such as clinics, private practices, hybrid sites, and remote setups, supporting a wide range of hardware, software, and security requirements.

Role overview

• Provide high-quality technical support with an exceptionally high level of customer service across the health system.
• Support Henry Ford Health and non-Henry Ford Health devices at Henry Ford Health locations, private practices, hybrid locations, home, or anywhere in the world.
• Work remotely using phone, email, and IM, with onsite support potentially required.
• Coordinate with other teams or departments to help resolve user problems.

What you will support

• Devices and technologies including desktops and laptops, virtual machines, tablets, desk phones, mobile phones, printers, wired and wireless networks, VPNs, webcams, dictation hardware, and integrated medical devices such as ventilators, cardiac monitors, and anesthesia machines.
• Software and platforms including Microsoft Windows operating systems and Microsoft applications, MacOS, iOS, Android OS, Epic EMR, PeopleSoft, ServiceNow, Citrix Applications, Active Directory, Webex, VPN technologies, Duo multi-factor authentication, and other departmental, clinical, and business applications.

Incident resolution and security

• Perform in-depth troubleshooting, research, diagnosis, resolution, and escalation of complex technical issues or requests.
• Help safeguard the organization by following established procedures to prevent unauthorized access to system resources.

Continuous improvement and team enablement

• Participate in short and long-term projects that streamline Service Desk processes and improve productivity.
• Support testing of new technologies and provide relevant feedback and suggestions.
• Provide guidance and support to Associates and new hires.
• Conduct portions of the Service Desk’s New Hire Training program and contribute to the team’s knowledgebase or other technical documentation.

Requirements

• High School Diploma or equivalent required.
• Some college, or 1-2 years of vocational technical training, or an Information Technology/Support industry certification.
• Associate’s degree or higher in Information Technology, Information System, Computer Science, Health Information Management, or other Business/Communication/Technology related fields, and Information Technology/Support industry certifications.
• Two (2) or more years of successful experience in Service Desk, Help Desk, or IT Support responsibilities, or previously demonstrated success in the HFHS Service Desk Associate Role.
• At least one year of customer service experience included in the above technical experience or separately.
• Five (5) years or more experience in a 24/7/365 health care environment help desk, service desk, or IT support position using phone, email, remote assist, and chat to provide direct end-user support preferred.
• Certification in IT Service Management (ITSM/ITIL/HDI, etc.).

Technologies you will use

• Microsoft Windows operating systems, Microsoft applications, MacOS, iOS, Android OS.
• Epic EMR, PeopleSoft, ServiceNow, Citrix Applications.
• Active Directory, Webex, VPN technologies, Duo multi-factor authentication.
• Service Desk New Hire Training program, SharePoint, Outlook, Word, Excel, PowerPoint, OneNote, OneDrive.
• IT Service Management (ITSM/ITIL/HDI) and ServiceNow ITSM tool usage.

Schedule and location

• Location: Remote (Rochester Hills, MI listed).
• Days: Monday through Friday.
• Shift: 7am to 11am or 8am to 12pm (Day Job).

Benefits

• Competitive health plan options: three consumer-driven health plans (CDHPs), a PPO plan, and an HMO plan.
• Dental and eye care coverage.
• Tuition assistance.
• Family forming benefits.
• Discounts to dozens of businesses.
• Employees classified as contingent status are not eligible for benefits.

Additional details: Organization: Corporate Services. Department: IT System Relations. Union Code: Not Applicable. This posting lists major duties and is not intended to include every task; incumbents may be asked to perform other job-related duties.