Senior Service Desk Representative - Health Alliance Plan
🔍 Troy, Michigan
EDUCATION/EXPERIENCE REQUIRED:
- High School Diploma or equivalent required.
- Some college, or 1-2 years of vocational technical training, or an Information Technology/Support industry certification.
- Associate degree or higher (Information Technology, Information System, Computer Science, Health Information Management, or other
Business/Communication/Technology related), and Information Technology/Support industry certifications preferred. - Three (3) or more years of successful experience in the area of Service Desk, Help Desk, or IT Support responsibilities, or previously demonstrated success in a Service Desk Representative Role.
- At least one-year of customer service experience included in the above technical experience or separately.
- Experience supporting the following:
- Citrix-based applications
- Windows OS support
- Remote Access VPN support
- Remotely troubleshooting of hardware issues such as printers, mobile devices, laptops, etc.
- Supporting or using multi-factor authentication tools, such as Duo
- Supporting or using SharePoint
- Microsoft Office applications, such as Outlook, Word, Excel, PowerPoint, OneNote, OneDrive, etc.
- Using knowledgebases and other knowledge repository systems
- Seven (7) 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.
- Direct system admin support experience preferred
- Experience coaching and/or providing training preferred.
- Experience with Microsoft SCCM and other systems management products preferred.
- Experience with enterprise monitoring tools preferred.
- ServiceNow ITSM tool usage preferred.
- Apple/Mac product support and/or usage preferred.
- Experience with Epic support or other EMR support preferred.
- Experience creating/updating knowledge articles or other support documentation preferred.
KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
- Excellent customer service and written and verbal communication skills demonstrated over the phone, via IM, and face-to-face to communicate technical
information in non-technical terms. - Interpersonal skills demonstrating consensus building, collaborative spirit, rapport building, listening and methodical questioning.
- 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.
- 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, member, and employee data.
- General understanding of network topologies and security protocols.
- Fluent English language skills.
Additional Details
This posting represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described above.
Overview
Henry Ford Health partners with millions of people on their health journey, across Michigan and around the world. We offer a full continuum of services – from primary and preventative care to complex and specialty care, health insurance, a full suite of home health offerings, virtual care, pharmacy, eye care and other health care retail. With former Ascension southeast Michigan and Flint region locations now part of our team, Henry Ford’s care is available in 13 hospitals and hundreds of ambulatory care locations. Based in Detroit, Henry Ford is one of the nation’s most respected academic medical centers and is leading the Future of Health: Detroit, a $3 billion investment anchored by a reimagined Henry Ford academic healthcare campus. Learn more at henryford.com/careers.
Benefits
The health and overall well-being of our team members is our priority. That’s why we offer support in the various components of our team’s well-being: physical, emotional, social, financial and spiritual. Our Total Rewards program includes competitive health plan options, with three consumer-driven health plans (CDHPs), a PPO plan and an HMO plan. Our team members enjoy a number of additional benefits, ranging from dental and eye care coverage to tuition assistance, family forming benefits, discounts to dozens of businesses and more. Employees classified as contingent status are not eligible for benefits.
Equal Employment Opportunity/Affirmative Action Employer
Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health is
committed to the hiring, advancement and fair treatment of all individuals without regard to
race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height,
weight, marital status, family status, gender identity, sexual orientation, and genetic information,
or any other protected status in accordance with applicable federal and state laws.