Technical Support
2 weeks ago
Job Title: Service Desk Representative
Location: Rochester hills, MI (Onsite)
Contract Duration: Contract until 02/15/2025
PRINCIPAL DUTIES AND RESPONSIBILITIES:
- Provide technical support to customers for technologies including desktops and laptops, virtual machines, tablets, desk phones, mobile phones, printers, wired and wireless networks, VPNs, webcams, dictation hardware, usage of said technology in and outside of HFHS locations, technically integrated medical devices such as ventilators, cardiac monitors, and anesthesia machines, and a variety of software
- Safeguard the security of the organization by following established procedures to prevent unauthorized access to System resources
- Provide in-depth troubleshooting, research, diagnoses, resolution, and escalation of semi-complex technical issues or requests
- Provide guidance and support to Service Desk Associates and new Representatives and communicate with departmental leadership as needed to ensure service excellence is achieved.
- Knowledge and its technical teams, support teams, network, hardware, and software preferred.
- May be requested to test new technologies and support structures to help with later integration across the rest of the team
- Assist with the identification and handling of emerging issues by noticing and responding to trends in Service Desk collaboration tools, communicating with other teams, and leveraging obtained information
- Seek information through standard channels as well as in non-traditional avenues if unavailable through standard channels
- Contribute to the growth and maintenance of our knowledgebase
- Keep knowledge of processes and procedures current and stay aware of and responsive to changes in the environment
- Take ownership when new information is presented and follow through by asking relevant questions and updating colleagues and documentation accordingly
- Identifies and appropriately escalates system hardware, software or build issues for quality assurance and system stability.
- Regularly read and comprehend work email, shift reports, dashboards, and group chat to understand the current state of the Service Desk and any emerging, ongoing, or resolved issues
- Clearly communicate via every channel (written or verbal, and with end users or others) and ensure all communications are accurate, professional, and appropriate for the target audience
- Demonstrate excellence in troubleshooting, knowledge, communication, and quality, and help others by answering questions
- Adhere to HFHS guidelines for attendance & timeliness
- Perform job duties efficiently. This includes:
- Multi-tasking appropriately for extended periods
- Prioritizing work logically and per departmental requirements
- Meeting all deadlines
SKILLS:
- Must possess the following skills and personal qualities:
- Excellent customer service and written and verbal communication skills demonstrated over the phone, via IM, and face-to-face in order to communicate technical information in non-technical terms.
- Interpersonal skills demonstrating consensus building, collaborative spirit, rapport-building, listening and methodical questioning
- Ability to work under pressure, establish priorities and respond with urgency.
- High technical aptitude and strong PC literacy skills
- Successful experience with working independently and under pressure
- Successful experience with working on a team and actively contributing as a team member
- Strong analytical, prioritization, and organizational skills.
- Able to work carefully, paying close attention to detail
- Sense of urgency regarding all security/privacy practices and procedures.
- Self-directed and able to thrive in a fast-paced environment with frequent changes
- Be a team player focused on rapport building
- Demonstrate initiative and being proactive
- Demonstrate willingness to learn and coachability
- Accepts and respects diversity without judgment
- Ability to understand and protect the privacy and security of patient and employee data
- General understanding of network topologies and security protocols
- Fluent English language skills
EDUCATION:
KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
EDUCATION/EXPERIENCE REQUIRED:
- High School Diploma or equivalent required.
- Some college, or 1-2 years of vocational technical training, or an Information Technology/Support industry certification - A relevant Associate’s degree or higher (Information Technology, Information System, Computer Science, Health Information Management, or other Business/Communication/Technology related), and Information Technology/Support industry certifications.
- Certification in IT Service Management (ITSM/ITIL/HDI, etc.)
MINIMUM EXPERIENCE PREFERRED EXPERIENCE
- 2 or more years of successful experience in the area of Service Desk, Help Desk, or IT Support responsibilities, or previously demonstrated success in the HFHS Service Desk Associate Role.
- At least 1-year customer service experience included in the above technical experience or separately.
- 5 years or more experience working 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.
Experience supporting the following:
- ServiceNow ITSM tool usage
- Apple/Mac products
- Windows OS
- Remote Access VPN
- Citrix-based application
- Epic EMR
- Remote customers and troubleshooting hardware such as printers, mobile devices, laptops, etc.
- Multi-factor authentication tools, such as Duo.
- SharePoint
- Microsoft Office applications, such as Outlook, Word, Excel, PowerPoint, OneNote, OneDrive, etc.
- Experience using knowledgebases and other knowledge repository systems
- Experience creating/updating knowledge support documentation
LANGUAGES:
- English (Read. Write. Speak.)
TechLink Systems is a national provider of staffing services with offices all over the USA as well as development and support centers globally. We are a MBE (NMSDC), WBE (WBENC), and WOSB certified minority business that has been awarded 2017 TAPFIN Premier Partner, 2016 Manpower Excellence Award, 2016 TAPFIN Elite Partner, are a Known Tier Supplier for Agile 1, and have been ranked as a Top Women and Minority Owned Company since 2004 by several businesses including Philadelphia Business Journal, Diversity Business, Inc 5000, Inc 500, San Francisco Business Times, Diversity2000, and Los Angeles Business Journal.
We serve the contract staffing, direct hire, staff augmentation, recruitment, HR management, and project outsourcing needs of clients nationwide. Striving to create personal relationships with clients, TechLink Systems becomes a virtual extension of clients’ own in-house capabilities to help achieve new levels of growth, productivity, and competitiveness.
We also have national recruiting centers that service our enterprise and MSP/VMS clients. We are a Secret Cleared Facility and our core competencies are Information Technology, Engineering, Customer Service/Call Center, Admin/Clerical, Finance/Accounting, Scientific/Clinical, Sales/Marketing, Legal, Human Resources, Light Industrial (limited), and Professional across a range of industries.
The company’s talented Recruiters and HR Specialists have backgrounds in many cutting-edge, high-performance industries making TechLink Systems an ideal partner for recruitment process outsourcing.
We look forward to our partnership with youCompany DescriptionOverview\r
\r
TechLink Systems is a national provider of staffing services with offices all over the USA as well as development and support centers globally. We are a MBE (NMSDC), WBE (WBENC), and WOSB certified minority business that has been awarded 2017 TAPFIN Premier Partner, 2016 Manpower Excellence Award, 2016 TAPFIN Elite Partner, are a Known Tier Supplier for Agile 1, and have been ranked as a Top Women and Minority Owned Company since 2004 by several businesses including Philadelphia Business Journal, Diversity Business, Inc 5000, Inc 500, San Francisco Business Times, Diversity2000, and Los Angeles Business Journal. \r
\r
We serve the contract staffing, direct hire, staff augmentation, recruitment, HR management, and project outsourcing needs of clients nationwide. Striving to create personal relationships with clients, TechLink Systems becomes a virtual extension of clients’ own in-house capabilities to help achieve new levels of growth, productivity, and competitiveness. \r
\r
We also have national recruiting centers that service our enterprise and MSP/VMS clients. We are a Secret Cleared Facility and our core competencies are Information Technology, Engineering, Customer Service/Call Center, Admin/Clerical, Finance/Accounting, Scientific/Clinical, Sales/Marketing, Legal, Human Resources, Light Industrial (limited), and Professional across a range of industries. \r
\r
The company’s talented Recruiters and HR Specialists have backgrounds in many cutting-edge, high-performance industries making TechLink Systems an ideal partner for recruitment process outsourcing. \r
\r
We look forward to our partnership with you
-
Technical Support Specialist
2 weeks ago
Rochester Hills, Michigan, United States HonorVet Technologies Full timeJob Title: Technical Support Specialist Location: Remote Shift: 10 am - 7 pm (Mon - Fri) Responsibilities:Deliver exceptional technical assistance to clients for a variety of technologies, including desktops, laptops, virtual machines, tablets, desk phones, mobile devices, printers, both wired and wireless networks, VPNs, webcams, dictation devices, and...
-
Technical Support
2 weeks ago
Rochester Hills, United States Techlink Systems Full time $16 - $19Job DescriptionJob DescriptionJob Title: Service Desk RepresentativeLocation (On-site, Remote, or Hybrid?): Rochester Hills, MI (Onsite)Contract Duration: 6 MONTHSPRINCIPAL DUTIES AND RESPONSIBILITIES:Provide technical support to customers for technologies including desktops and laptops, virtual machines, tablets, desk phones, mobile phones, printers, wired...
-
Service desk/Helpdesk/Technical Support
2 weeks ago
Rochester Hills, United States Techlink Systems Full time $19Job DescriptionJob DescriptionJob Title: Service Desk Representative|Client: Henry Ford Health SystemLocation: Rochester Hills, MI (Onsite)Contract Duration: Contract until 02/15/2025 (potential contract extension/temp to perm)Salary: $19.33/hourPRINCIPAL DUTIES AND RESPONSIBILITIES:Provide technical support to customers for technologies including desktops...
-
Technical Support Specialist
2 weeks ago
Rochester, New York, United States KNOWLEDGE BUILDERS Full timePosition: Desktop Support TechnicianEmployment Type: Full-timeLocation: RemoteCompensation: Starting at $18.92 per hourOverview:As a Desktop Support Technician, you will be integral to the success of our operations by addressing and resolving technical challenges faced by our associates. You will report directly to the Senior Supervisor of Desktop Support...
-
Technical Support Specialist
2 weeks ago
Rochester Hills, Michigan, United States A-Line Staffing Solutions Full timePosition Title: IT Support AnalystLocation: Remote (Onsite visit required for equipment pickup)Work Schedule: Monday to Friday, 8:00 AM – 5:00 PM ESTRole Overview:The IT Support Analyst is responsible for:Conducting thorough evaluations of current processes to enhance operational efficiency through standardization, optimization, and...
-
Technical Support Specialist
2 weeks ago
Rochester Hills, Michigan, United States A-Line Staffing Solutions Full timePosition Title: IT Support AnalystLocation: Remote (Onsite equipment pickup required)Work Schedule: Monday to Friday, 8:00 AM to 5:00 PM ESTRole Overview:The IT Support Analyst is responsible for evaluating current operational methods to enhance efficiency through standardization, optimization, simplification, or other strategies. The role includes:Providing...
-
Technical Support Specialist
2 weeks ago
Rochester Hills, Michigan, United States A-Line Staffing Solutions Full timePosition Title: IT Support AnalystJob Overview: A-Line Staffing Solutions is seeking a dedicated IT Support Analyst to enhance our operational efficiency. This role involves evaluating current practices to foster effective operations through various methods including standardization and improvement.Key Responsibilities:1. Conduct thorough assessments of...
-
Technical Support Specialist
2 weeks ago
Rochester Hills, Michigan, United States A-Line Staffing Solutions Full timePosition Title: IT Support AnalystLocation: Remote (Onsite visit required for equipment pickup)Work Schedule: Monday to Friday, 8:00 AM to 5:00 PM ESTRole Overview:The IT Support Analyst is responsible for:Conducting thorough evaluations of current practices to enhance operational efficiency through standardization, optimization, simplification, or other...
-
Technical Support Specialist
2 weeks ago
Rochester Hills, Michigan, United States A-Line Staffing Solutions Full timeJob OverviewPosition: IT Support AnalystCompany: A-Line Staffing SolutionsSchedule: Monday to Friday, 8:00 AM to 5:00 PM ESTRole Summary:The IT Support Analyst is responsible for:Conducting thorough evaluations of current processes to enhance operational efficiency through standardization, optimization, simplification, or other methodologies.Providing...
-
Manager Technical Support
1 month ago
Rochester, United States Paylocity Full timeJob DescriptionJob DescriptionDescription:Many companies offer payroll and human capital management (HCM) solutions, but Paylocity takes technology to the next level. We’ve evolved beyond HCM to a next-generation employee experience platform. With uniquely designed solutions to help companies engage employees, we’ve changed how and where work gets done...
-
Technical Support Representative
2 weeks ago
Rochester, United States GoNetspeed Full timeHere at GoNetspeed, we believe in the power of connectivity. We believe that life doesn't wait for us to catch up. We believe that providing the fastest and most reliable Internet to the communities we serve means committing to the present and building for the future. And we believe that our amazing team of employees are the key to our future and vision of...
-
Technical Support Specialist
4 weeks ago
Rochester, United States Great Wolf Lodge Full timePay: $0 per hour The Technical Support Specialist is responsible for providing technical assistance for the systems at the lodge. Reporting to the IT Manager, responsibilities include workstation and printer installation and maintenance, server administration, network monitoring, hardware performance, connectivity, and backups. Key Responsibilities: Provide...
-
Technical Support Specialist
3 days ago
West Hills, United States HCL Technologies Full time**Job Summary**HCL Technologies is seeking a highly skilled and experienced Technical Support Specialist to join our team. As an onsite support technician, you will be responsible for providing top-notch technical support to our end-users.**Key Responsibilities:**Provide customer-facing end-user support, including installation and configuration of desktops,...
-
Technical Support Specialist
4 days ago
Glenview Hills, Kentucky, United States Radiant Innovations Full timeJob DescriptionRadiant Innovations is seeking a highly skilled Technical Support Specialist to join our team in the Fisheries Department. As a Technical Support Specialist, you will play a crucial role in supporting the sampling team in the EU Fisheries Data Collection Framework (DCF).Main Responsibilities:Participate in fishing trips of the German...
-
Technical Support Representative
7 days ago
Rochester, New York, United States Kärcher North America Inc Full timeJob SummaryWe are seeking a highly skilled Field Service Technician to join our team at Kärcher North America Inc. As a key member of our service team, you will be responsible for providing exceptional technical support to our customers, ensuring their equipment is running efficiently and effectively.Key ResponsibilitiesPerform routine maintenance and...
-
IT Technical Support Specialist
1 day ago
Rochester, New York, United States New York Technology Partners Full timeJob DescriptionJob Title: Desktop Support SpecialistJob Type: Full-timeLocation: Rochester, NYJob Category: IT & TechnologyJob Type: Contract to HireJob Reference: N/AJob Description:We are seeking a skilled Desktop Support Specialist to join our team at New York Technology Partners. As a Desktop Support Specialist, you will be responsible for providing...
-
Robotics Technical Support Specialist
2 weeks ago
Rochester, United States FANUC America Corporation Full time** FANUC America Corporation** ** Robotics Technical Support Specialist** Rochester, MI 48309 We are looking for talented people who value integrity, informed decision-making and collaboration. If you believe you are one of those talented people, and are interested in being considered for a career at **FANUC America**, we invite you to apply *today*!FANUC...
-
Technical Support Analyst
1 month ago
Vestavia Hills, United States Carr Allison Full timeCarr Allison, a Birmingham law firm, currently has an opening for an Technical Support Analyst. The Technical Support Analyst is responsible for assisting the end user to ensure that technology hardware and software within the Firm meet business requirements and that end users can accomplish business tasks. Supporting end-users' technology requests is at...
-
Technical Support Analyst
1 week ago
Rochester, New York, United States New York Western District Court Full timePosition Overview:The U.S. District Court and Probation Office for the Western District of New York is actively seeking dedicated candidates for the role of Information Technology Technician. This full-time position is essential in ensuring the smooth operation of our technology systems.Role Responsibilities:Provide comprehensive technical support to court...
-
Technical Support Specialist
2 weeks ago
Auburn Hills, Michigan, United States TEKsystems Full timeRole Overview:As a Technical Support Specialist, you will play a crucial role in ensuring user satisfaction by addressing inquiries and resolving issues efficiently.User Assistance:Deliver prompt and effective solutions to user inquiries through various communication methods, including phone, email, and chat.Support Ticket Management:Generate, update, and...