Help Desk Representative

Summary

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 required.

Responsibilities

• (20%)*
• Identify and resolve password, device and communication calls.
• (
• 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 established guidelines.
• (
• 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 resolve.
• Manage the problem tracking and knowledge management system.
• A ttend and participate in department, group and other project or committee meetings.
• P rovide help desk, customer service and technical training as necessary.
• P erform various computer operations tasks as required
• My
• Michigan 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 MyMichigan Health.
• Certifications and Licensures
• N/A Required Education
• High school diploma or GED is required
• High School Diploma or equivalent required. Associate's Degree or Bachelor's Degree in Management Information Systems preferred. End-user computing help desk support experience preferred. Knowledge of Microsoft Windows and Office products, basic PC hardware knowledge preferred.
• Other Information
• EXPERIENCE, TRAINING AND SKILLS: One (1) to two (2) years experience providing technical support on common computer hardware and software required, based on education.
• Excellent written and verbal communication and customer service skills.  Independent problem solving.
• Mandatory Occupational Safety and Health Administration (OSHA) training must be completed annually according to the Exposure Control Plan.
• 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 position.
• 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 device(s).
• Frequently required to sit/stand/walk for long periods of time. May require frequent postural changes such as stooping, kneeling or crouching.
• Some exposure to blood borne pathogens and other potentially infectious material.  Must follow MyMichigan Health bloodborne pathogen and TB testing as required.
• Ability to handle multiple tasks, get along with others, work independently, regular and predictable attendance and ability to stay awake.
• Overall dexterity is required including handling, reaching, grasping, fingering and feeling.  May require repetition of these movements on a regular to frequent basis.
• Physical Demand Level: Sedentary.
• Must be able to occasionally (0-33% of the workday) lift or carry 0-10 lbs.

Responsibilities

• (20%)*
• Identify and resolve password, device and communication calls.
• (
• 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 established guidelines.
• (
• 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 resolve.
• Manage the problem tracking and knowledge management system.
• A ttend and participate in department, group and other project or committee meetings.
• P rovide help desk, customer service and technical training as necessary.
• P erform various computer operations tasks as required
• My
• Michigan 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 MyMichigan Health.

Qualifications

• EXPERIENCE, TRAINING AND SKILLS: One (1) to two (2) years experience providing technical support on common computer hardware and software required, based on education.
• Excellent written and verbal communication and customer service skills.  Independent problem solving.
• Mandatory Occupational Safety and Health Administration (OSHA) training must be completed annually according to the Exposure Control Plan.
• 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 position.
• 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 device(s).
• Frequently required to sit/stand/walk for long periods of time. May require frequent postural changes such as stooping, kneeling or crouching.
• Some exposure to blood borne pathogens and other potentially infectious material.  Must follow MyMichigan Health bloodborne pathogen and TB testing as required.
• Ability to handle multiple tasks, get along with others, work independently, regular and predictable attendance and ability to stay awake.
• Overall dexterity is required including handling, reaching, grasping, fingering and feeling.  May require repetition of these movements on a regular to frequent basis.
• Physical Demand Level: Sedentary.
• Must be able to occasionally (0-33% of the workday) lift or carry 0-10 lbs.