What are the responsibilities and job description for the Service Desk Representative position at HonorVet Technologies?
Job Title : Service Desk Representative
Location : Rochester Hills, MI 48309(Remote)
Shift : 10 am - 7 pm(Mon - Fri)
Duties :
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
Health 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
Skills :
Must possess the following skills and personal qualities :
Excellent customer service and written and verbal communication skills demonstrated over the phone, via IM, and face-to-face in order to communicate technical information in non-technical terms.
Ability to work under pressure, establish priorities and respond with urgency.
High technical aptitude and strong PC literacy skills
Successful experience with working independently and under pressure
Successful experience with working on a team and actively contributing as a team member
Strong analytical, prioritization, and organizational skills.
Able to work carefully, paying close attention to detail
Sense of urgency regarding all security / privacy practices and procedures.
Self-directed and able to thrive in a fast-paced environment with frequent changes
Be a team player focused on rapport building
Demonstrate initiative and being proactive
Demonstrate willingness to learn and coachability
Accepts and respects diversity without judgment
Ability to understand and protect the privacy and security of patient and employee data
General understanding of network topologies and security protocols
Fluent English language skills
Education :
High School Diploma or equivalent required.
Some college, or 1-2 years of vocational technical training, or an Information Technology / Support industry certification - A relevant Associate's degree or higher (Information Technology, Information System, Computer Science, Health Information Management, or other Business / Communication / Technology related), and Information Technology / Support industry certifications.
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