Senior Service Desk Representative - Health Alliance Plan
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 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 the Henry Ford Health 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.
CERTIFICATIONS/LICENSURES PREFERRED:
- Certification in IT Service Management (ITSM/ITIL/HDI, etc.)
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
- 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
- Team player with exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
- 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
Partnering with nearly 2 million people on their health journey, Henry Ford Health provides a full continuum of services at 250 care locations throughout southeast and south central Michigan. With 33,000 valued team members, Henry Ford is also among Michigan’s largest and most diverse employers. Our superior care and discoveries are powered by nearly 6,000 physicians, researchers and advanced practice providers. Learn more at henryford.com.
Benefits
Whether it's offering a new medical option, helping you make healthier lifestyle choices or
making the employee enrollment selection experience easier, it's all about choice. Henry
Ford Health has a new approach for its employee benefits program - My Choice
Rewards. My Choice Rewards is a program as diverse as the people it serves. There are
dozens of options for all of our employees including compensation, benefits, work/life balance
and learning - options that enhance your career and add value to your personal life. As an
employee you are provided access to Retirement Programs, an Employee Assistance Program
(Henry Ford Enhanced), Tuition Reimbursement, Paid Time Off, Employee Health and Wellness, and a whole host of other benefits and services. Employee's 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.