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Help Desk Representative

3 months ago

Grand Rapids, United States Cherry Health Full time

Responsible for providing front-line technical support and resolution to all Cherry Health employees. This includes the initial support of software, hardware, and network trouble shooting and problem resolution and/or escalation. This is a full-time, benefit-eligible position working fully remote, must reside in the State of Michigan.

Welcome to Cherry Health - video about Cherry Health

Who we are:

Cherry Health, Michigan’s largest Federally Qualified Health Center (FQHC), operates in six counties across the state, is based in Grand Rapids. With a team of more than 800 health care professionals at 20 locations, Cherry Health focuses on removing barriers, expanding access, and delivering comprehensive quality health care services to underserved communities, regardless of an individual’s insurance status or ability to pay. We provide primary care, dental, vision, behavioral health, pharmacy services, substance abuse services, school based health centers and more.

Our Mission:

Cherry Health improves the health and wellness of individuals by providing comprehensive primary and behavioral health care while encouraging access by those who are underserved.

Our Vision:

Our community will be healthier because we will seek out and welcome those who need our services. All will be treated as family with integrated, coordinated care to improve health and personal well-being.

Requirements:

  • Associates degree or certification in Information Systems or Computer Science required or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job listed above. NextGen Certified Professional (NCP), Network +, and A+ preferred or willing to work toward completion within 12 months.
  • Two to five years of customer service experience, call center or computer systems experience, or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job listed above. Preferred experience in the following:
    • SolarWinds Service Desk
    • Microsoft applications including Active Directory
    • Cisco phone systems and call center applications
Responsibilities:
  • Field business client requests and issues via phone, email, or self-service to create initial record of request or incident. Log interactions including status and resolution of each ticket item.
  • Research end-user questions using available information resources provided.
  • Escalate upper-level requests and incidents to proper support.
  • Contact third party vendors to resolve issues as needed.
  • Document resolutions and procedures and create ad-hoc reports as needed.
  • Other duties as assigned.
Benefits:

Cherry Health has excellent benefit offerings, check out a sample of the benefits available to our team members below
  • 3 Medical Insurance Plan options for you and your family
  • Dental and Vision Insurance Plans with providers across the State of Michigan
  • Generous Paid Time Off benefit that includes 7 paid full day holidays (Including Black Friday) and 2 half day paid holidays
  • 403(b) Retirement Savings Plan
  • MET and MESP 529 Savings Plans
  • Pet Insurance
  • Vendor discounts and much more


Deadline:

We are accepting applications for this position until the position is filled.

Our policy is to offer all employees and applicants for employment equal opportunity without regard to race, color, religion, gender, national origin, age, disability, genetic information, marital status, height, weight, sexual orientation, gender identity, or status as a covered veteran in accordance with applicable federal, state and local laws, or any other protected category.

Cherry Health requires all team members, including temps, contractors, interns, residents, students, etc. to receive the COVID-19 vaccinations subject to certain exclusions. Cherry Health is committed to granting reasonable accommodations in accordance with applicable laws.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)