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Virtual Technical Support Specialist
2 months ago
Remote - Service Desk Representative
Pride Health is seeking a Service Desk Representative to provide exceptional support for its clients.
This role is a contract position with potential for extension, offering competitive compensation and benefits. This is a Remote position, with candidates required to be based in Michigan.
Work Arrangement – Remote
Compensation - $17 - $18.50 per hour.
Contract Duration – 6 months (with potential for extension)
Work Schedule – (Monday-Friday) Initial training for the first 4 weeks will be M-F 8:30 am-5 pm. Post-training, specific shift start times will be determined, likely between 7 am and 2 pm. Weekend shifts may be included as part of the 5 workdays.
Key Responsibilities
- Deliver technical assistance to clients for various technologies, including desktops, laptops, virtual machines, tablets, desk phones, mobile devices, printers, wired and wireless networks, VPNs, webcams, and specialized medical devices.
- Ensure organizational security by adhering to established protocols to prevent unauthorized access to system resources.
- Conduct thorough troubleshooting, research, diagnosis, resolution, and escalation of moderately complex technical issues or requests.
- Provide guidance and support to Service Desk Associates and new Representatives, collaborating with departmental leadership to maintain service excellence.
- Familiarity with Henry Ford Health System and its technical teams, support teams, network, hardware, and software is preferred.
- Participate in testing new technologies and support structures for future integration across the team.
- Identify and address emerging issues by monitoring trends in Service Desk collaboration tools and communicating with other teams.
- Utilize both standard and non-traditional channels to gather information when necessary.
- Contribute to the development and upkeep of the knowledge base.
- Stay updated on processes and procedures, remaining responsive to changes in the environment.
- Take initiative when new information arises, asking relevant questions and updating colleagues and documentation accordingly.
- Recognize and escalate system hardware, software, or build issues for quality assurance and system stability.
- Regularly review and comprehend work emails, shift reports, dashboards, and group communications to stay informed about the Service Desk's current status and any ongoing issues.
- Communicate effectively through all channels, ensuring all interactions are accurate, professional, and appropriate for the audience.
- Exhibit excellence in troubleshooting, knowledge, communication, and quality, assisting others by answering questions.
- Adhere to organizational guidelines for attendance and punctuality.
- Perform job responsibilities efficiently.
Qualifications
- High School Diploma or equivalent education and experience required.
- A minimum of 2 years of successful experience in Service Desk, Help Desk, or IT Support roles, or demonstrated success in the HFHS Service Desk Associate Role.
- At least 1 year of customer service experience included in the above technical experience or separately.
- 5 years or more experience in a 24/7/365 healthcare environment in help desk, service desk, or IT support roles using various communication methods to provide direct end-user support.
Benefits
Pride Global offers eligible employees comprehensive healthcare coverage, including medical, dental, and vision plans, along with supplemental coverage options, retirement savings plans, life and disability insurance, and various employee assistance programs.
Equal Opportunity Employer
Pride Global is committed to fostering a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics.
