Help Desk Representative
Company: Mid Michigan Health
Posted on: August 6, 2022
NOTE: THIS IS AN ON-SITE POSITION IN MIDLAND.
The Help Desk Specialist is responsible for all activities relating
to the operations and administration of a centralized help desk.
They receive calls, log them, determine their priorities, and route
the calls to the appropriate resources for resolution. They also
provide over-the-phone problem resolution within established
guidelines. To facilitate their ability to provide over-the-phone
problem resolution, the help desk specialist utilizes and manages a
problem tracking and knowledge management system. The Help Desk
Specialist will perform various computer operations tasks as
(20%)* Identify and resolve password, device and communication
(20%)* Provide assistance with major application connectivity and
use within established guidelines.
(20%)* Identify and resolve printer problems within established
guidelines.(20%)* Identify and resolve problems and answer
questions related to the use of Microsoft Office products within
(20%)* Identify and resolve personal computer startup and use
problems within established guidelines.
OTHER DUTIES AND RESPONSIBILITIES:
Triage and assign problems the customer cannot otherwise
Manage the problem tracking and knowledge management system.
Attend and participate in department, group and other project or
Provide help desk, customer service and technical training as
Perform various computer operations tasks as requiredMidMichigan
Health is a technology driven organization and employees need to
demonstrate competency in Microsoft Windows.
An employee may be required to participate in further learning
opportunities offered by MidMichigan Health.
All other duties as assigned.
REQUIRED EDUCATION, EXPERIENCE, TRAINING AND SKILLS:
High School Diploma or equivalent required.
Associate s Degree or Bachelor s Degree in Management Information
End-user computing help desk support experience preferred.
Knowledge of Microsoft Windows and Office products, basic PC
hardware knowledge preferred.
One (1) to two (2) years experience providing technical support on
common computer hardware and software required (based on
Excellent written and verbal communication and customer service
Independent problem solving.
Mandatory Occupational Safety and Health Administration (OSHA)
training must be completed annually according to the Exposure
PHYSICAL/MENTAL REQUIREMENTS AND TYPICAL WORKING CONDITIONS:
Exposure to stressful situations, including those involving public
contact, as well as, trauma, grief and death.
Able to wear personal protective equipment that includes latex
materials or appropriate substitute if required for your
Is able to move freely about facility with or without an assisted
device and must be able to perform the functions of the job as
outlined in the job description.
Overall vision and hearing is necessary with or without assisted
Frequently required to sit/stand/walk for long periods of time.
May require frequent postural changes such as stooping, kneeling or
Some exposure to blood borne pathogens and other potentially
Must follow MidMichigan Health bloodborne pathogen and TB testing
Ability to handle multiple tasks, get along with others, work
independently, regular and predictable attendance and ability to
Overall dexterity is required including handling, reaching,
grasping, fingering and feeling.
May require repetition of these movements on a regular to frequent
Physical Demand Level: Sedentary. Must be able to occasionally
(0-33% of the workday) lift or carry 0-10 lbs.
Keywords: Mid Michigan Health, Midland , Help Desk Representative, Other , Midland, Michigan
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