Customer Support Technician, Service Desk, Remote Michigan only Job at Spectrum Health
Please note that there will be three start dates for this position:
December 5th
December 5th
January 23rd
February 6th
Job Summary
Under minimal supervision, provides technical advice, guidance and informal training to customers using hardware and software programs. With a general understanding of services provided and departmental functions, troubleshoots and restores service or gathers and documents information for next level support. Performs root cause analysis and develops checklists for typical problems. Recommends procedures and controls for problem prevention. Maintains knowledge database and call tracking database to enhance quality of problem resolution. Requests procedures (or changes to procedures) for problem prevention and control. Competent to work on most phases of computer support by following triage documentation, but may require instruction and guidance by others. May be designated as shift "point person" for Network Operations Center.
Essential Functions
- Working with minimal supervision, in a fast-paced, changing environment, and while meeting or exceeding the defined levels for service and customer satisfaction, serves as the first point of Information Services (IS) contact for Spectrum Health users who report hardware or software issues.
- Following the appropriate processes, policies and procedures, creates concise, timely, and detailed written documentation of activities related to service requests, which include incidents, requests and change orders.
- Demonstrates excellence in customer service skills, including patience, empathy, good listening and follow-through. Utilizes general knowledge of services and departmental functions, along with experience and established triages (or other knowledge) to resolve routine issues or provide mini training sessions for users. May collaborate with more experienced colleagues as a team to resolve technical issues and follow the documented processes for escalation, when needed. May also serve as the shift “point person,” taking more complex or difficult calls that are referred by less experienced technicians. Remains alert for emerging call patterns as an indicator of trends or systemic issues. Performs root cause analysis, and creates checklists for typical problems.
- Assists in the documentation of best practices and triages when appropriate, and works with various technical teams to create or to improve upon documentation and controls to prevent future problems. Also assist with the maintenance and support of both the knowledge and call tracking databases, ensuring that the latest information is available.
- Responsible for generating monthly reports on team performance in customer service, and take ownership of the team’s metrics and outcomes.
Qualifications
- Required High School Diploma or equivalent or equivalent
- Preferred Associate's Degree /Technical school or equivalent
- 2 years of relevant experience in the field Required
- 3 years of relevant experience in the field Preferred
- Experience in: clinical information systems and environments; one or more technical or application platform; network system management applications; routing and troubleshooting; TCP/IP, LANS, WANS and networking equipment; system management applications for networks, systems and applications; and Windows, Novel, UNIX and OS/390 operating systems Preferred
Physical Demands
- Pallet to Waist (6" from floor) > 5 lbs: Seldom up to 10 lbs
- Waist to Waist > 5 lbs: Seldom up to 10 lbs
- Waist to Chest (below shoulder) > 5 lbs: Seldom up to 10 lbs
- Waist to Overhead > 5 lbs: Seldom up to 5 lbs
- Bilateral Carry > 5 lbs: Seldom up to 10 lbs
- Unilateral Carry > 5 lbs: Seldom up to 5 lbs
- Pushing Force > 5 lbs: Seldom up to 20 lbs
- Pulling Force > 5 lbs: Seldom up to 15 lbs
- Sitting: Frequently
- Standing: Occasionally
- Walking: Occasionally
- Forward Bend - Standing: Seldom
- Forward Bend - Sitting: Seldom
- Trunk Rotation - Standing: Seldom
- Trunk Rotation - Sitting: Seldom
- Squat: Seldom
- Supine Lying: Seldom
- Stair Climbing: Seldom
- Crawling / Kneeling: Seldom
- Driving: Seldom
- Reach - Above Shoulder: Seldom
- Reach - at Shoulder or Below: Seldom
- Handling: Occasionally
- Forceful Grip > 5 lbs: Seldom
- Forceful Pinch > 2 lbs: Seldom
- Finger/Hand Dexterity: Frequently
- Visual Acuity ¹
[None = No; Seldom = Yes]: Seldom
Primary Location
SITE - 4700 60th St - Grand Rapids
Department Name
Servicedesk - Care Delivery and Corp
Employment Type
Full time
Shift
Variable (United States of America)
Weekly Scheduled Hours
40
Hours of Work
Variable
Days Worked
Variable
Weekend Frequency
Variable weekends
CURRENT SPECTRUM HEALTH TEAM MEMBERS – Please apply through Find Jobs from your Workday team member account. This career site is for Non-Spectrum Health team members only.
Spectrum Health is committed to providing a safe environment for our team members, patients, visitors and community. That is why we require a drug-free workplace and various vaccinations as a requirement for employment.
Spectrum Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, sexual orientation, veteran status, or any other legally protected category.
An interconnected, collaborative culture where all are encouraged to bring their whole selves to work, is vital to the health of our organization. As a health system, we advocate for equity as we care for our patients, our communities, and each other. From workshops that develop cultural intelligence, to our inclusion resource groups for people to find community and empowerment at work, we are dedicated to ongoing resources that advance our values of diversity, equity, and inclusion in all that we do. We invite those that share in our commitment to join our team.
If you are a qualified individual with a disability, you may request assistance in completing the application process by calling 616.486.7447. We are committed to granting reasonable accommodations in accordance with applicable laws.
Spectrum Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, sexual orientation, veteran status, or any other legally protected category.
An interconnected, collaborative culture where all are encouraged to bring their whole selves to work, is vital to the health of our organization. As a health system, we advocate for equity as we care for our patients, our communities, and each other. From workshops that develop cultural intelligence, to our inclusion resource groups for people to find community and empowerment at work, we are dedicated to ongoing resources that advance our values of diversity, equity, and inclusion in all that we do. We invite those that share in our commitment to join our team.
If you are a qualified individual with a disability, you may request assistance in completing the application process by calling 616.486.7447. We are committed to granting reasonable accommodations in accordance with applicable laws.
Please Note :
bankofmontserrat.ms is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, bankofmontserrat.ms provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.