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Service Desk Representative

2 months ago

Rochester Hills, Michigan, United States OpTech Full time
Join Our Team as a Service Desk Representative

At OpTech, we're committed to creating a work environment that values your ideas, encourages your growth, and supports your well-being. As a Service Desk Representative, you'll be part of a dynamic team that's dedicated to delivering exceptional customer service and technical support.

Key Responsibilities:
  • Provide technical assistance to customers via phone, email, and chat for a range of technologies, including desktops, laptops, virtual machines, and more.
  • Safeguard the security of our organization by following established procedures to prevent unauthorized access to system resources.
  • Offer in-depth troubleshooting, research, diagnosis, resolution, and escalation of semi-complex technical issues or requests.
  • Collaborate with Service Desk Associates and new Representatives to ensure service excellence is achieved.
  • Stay up-to-date with our client's system and technical teams, support teams, network, hardware, and software.
  • Participate in testing new technologies and support structures to facilitate later integration across the team.
  • Identify and handle emerging issues by noticing trends in Service Desk collaboration tools, communicating with other teams, and leveraging obtained information.
  • Seek information through standard channels and 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.
  • Identify and appropriately escalate 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 and timeliness.
  • Perform job duties efficiently, including multi-tasking, prioritizing work logically, meeting deadlines, and more.
Requirements:
  • High School Diploma or equivalent required.
  • Some college, or 1-2 years of vocational technical training, or an Information Technology/Support industry certification.
  • Certification in IT Service Management (ITSM/ITIL/HDI, etc.)
  • 2 or more years of successful experience in the area of Service Desk, Help Desk, or IT Support responsibilities.
  • 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.
Preferred Experience:
  • Experience supporting ServiceNow ITSM tool usage, Apple/Mac products, Windows OS, Remote Access VPN, Citrix-based application, Epic EMR, and more.
  • Experience using knowledgebases and other knowledge repository systems.
  • Experience creating/updating knowledge support documentation.

We're an Equal Opportunity Employer and welcome applications from diverse candidates. If you're passionate about delivering exceptional customer service and technical support, we encourage you to apply today.