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IT Support Specialist
3 months ago
Job Title: IT Support Specialist
Location: Detroit, MI
Duration: 6+months with the possibilities of extension
Schedule: M-F, 8a-5p. Onsite
General Summary: Under the direction of the Supervisor and the operational direction of the Health and Business IT Training & Support Division of Information Technology and the Director of Collaboration Solutions the IT Training Consultant is responsible for providing support to the Service Desk and conduct deliver & moderately training activities. The portfolio includes Microsoft Office Suite.
Responsibilities include partnering with colleagues and stakeholders to develop and launch a variety of integrated learning and development programs, tools, and collaborative practices that include formal and informal technology-enabled collaborative solutions
PRINCIPAL DUTIES AND RESPONSIBILITIES:
• Develop and deliver training programs both virtually and in-person, including knowledge sharing sessions and on-site rounding.
• Provide in-depth troubleshooting, research, diagnoses, resolution, and escalation of complex technical issues and requests for M365, both office client and web-based services in a timely manner.
• Provide support to Service Desk Associates on behalf of Collaboration Solutions Support and HaBITTS.
• Gather information via polls or surveys to assess employee knowledge & skills to provide proper educational programs.
• Assist with the identification and handling of changes and emerging issues by noticing and responding to trends in Service Desk collaboration tools,
Manage email, SN queues, and group chat, as well as other team communication channels to understand the current state of the M365 service and incoming end user requests and incidents.
• Test new technologies and support structures to assist with integration across the system.
• Recommend improvements to our processes that support and improve the use and adoption of M365.
• Identify problems and report trends to the Training Manager; recommend training and education programs, process improvement programs and/or other program developments.
• Perform job duties efficiently. This includes:
• Multi-tasking appropriately for extended periods
• Prioritizing work logically and per departmental requirements
• Meeting all deadlines
• Adhere to *** guidelines for attendance & timeliness.
Go-Live:
• Conduct rounding to *** sites during go-live to support.
• Conduct onsite labs to assist with training/adoption.
Skills:
Nice to Have/Preferred
• Knowledge of Healthcare System and its technical teams, support teams, network, hardware, and software preferred.
Education:
• Associate's degree or equivalent from a two-year college or technical school is required, Bachelors Degree is preferred.
• 2 years of experience training Microsoft Office in a corporate setting or hospital; must be highly computer literate.
