Service Desk Representative

Overview

On Site
USD20 - USD24
Contract - W2

Skills

Service
Desk
Representative

Job Details

STRATEGIC STAFFING SOLUTIONS (S3) HAS AN OPENING!

Service Desk Representative
Location: Detroit, MI (Remote with occasional on-site required)
Duration: 12+ Months then eligible for extension
Role Type: W2 contract role
Pay Rate: $20-24/HR

SUMMARY:

Responsible for providing world-class quality technical support while maintaining an extraordinarily high level of customer service for the entire health system. Support for these devices and technologies include but not limited to desktops and laptops, virtual machines, tablets, desk phones, mobile phones, printers, wired and wireless networks, VPNs, webcams, dictation hardware, and technically integrated medical devices such as ventilators, cardiac monitors, and anesthesia machines.

PRINCIPLE DUTIES AND RESPONSIBILITIES:


  • Provide technical support to customers for technologies that may include desktops and laptops, virtual machines, tablets, desk phones, mobile phones, printers, wired and wireless networks, VPNs, web cams, dictation hardware, usage of said technology in and outside of client 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.
  • 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
  • Identifies and appropriately escalates system hardware, software or build issues for quality assurance and system stability.
  • Clearly communicate via every channel (written or verbal, and with end users or others) and ensure all communications are accurate, professional, and appropriate for the target audience
  • Demonstrate excellence in troubleshooting, knowledge, communication, and quality, and help others by answering questions

EDUCATION/EXPERIENCE REQUIRED:


  • High School Diploma or equivalent required as well as some college, or 1-2 years of vocational technical training, or an Information Technology/Support industry certification.
  • Three or more years of successful experience in Service Desk or Help Desk.

PREFERRED:


  • Five 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.

*Beware of scams. S3 never asks for money during its onboarding process

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

About Strategic Staffing Solutions