Remote Help Desk/ Service Desk

2 weeks ago

Rochester Hills, United States Techlink Systems Full time
Job DescriptionJob Description

Job Title: Service Desk Representative
Location: Rochester Hills, MI (Remote)
Work Hours: (Monday-Friday) 10am-6:30pm or 10:30am-7pm Monday-Friday.
Benefits: Medical Insurance, Dental Insurance, Vision Insurance, 401K
Pay rate:$19.33/hr W-2

Experience supporting the following:

  • Healthcare industry experience
  • High School Diploma
  • 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

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 of System 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
Company DescriptionOverview

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

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