Job Details
**Desktop Support Specialist Intermediate**
**How to Apply**
A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.
Department Overview
Health Information Technology & Services (HITS) plays an integral role in the success of Michigan Medicine by providing clinicians, educators, researchers, students, and staff with exceptional technology-related information, products, services, and support. HITS also provides institutional expertise related to IT strategy, security, infrastructure, and resource management.
Division Overview
The HITS Enterprise Technology Services (ETS) division designs, deploys, and supports application platforms, integration solutions, and computing devices. ETS is dedicated to advancing security, quality, and availability of services and data across Michigan Medicine. The team connects patients and business partners with relevant data for both clinical and business needs, while helping to ensure electronic medical records are accessible and secure. The teams frontline staff deliver consistent remote and in-person customer service to support computers, printers, telecommunication, and mobile devices.
**Summary**
Performs troubleshooting and resolution of desktop issues for Michigan Medicine. Specific responsibilities include desktop installations, upgrades and troubleshooting of all new and existing hardware, software and network issues. Provides advice and assistance over the phone and in person for all information technology related problems. Exercise problem escalation process with other support staff and HITS second and third level customer support groups to ensure timely problem resolutions and customer satisfaction. Documents all customer calls into the problem management system for tracking, trending, and problem escalation. Maintains regular communication with customers, informing them of the status of their escalated trouble ticket. Performs call back on all resolved trouble tickets notifying customers of the resolution to problem tickets to ensure customer satisfaction. Ability to manage small to large size construction projects. Attend construction kick off meetings, review floor plans and construction documents. Provide budget estimates, timelines, and any special needs to the project group. Understands broad and technical concepts and technical industry. Keep current in technology and continuous support improvements. Maintain current knowledge of applications used enterprise wide.
**Mission Statement**
Michigan Medicine improves the health of patients, populations and communities through excellence in education, patient care, community service, research and technology development, and through leadership activities in Michigan, nationally and internationally. Our mission is guided by our Strategic Principles and has three critical components; patient care, education and research that together enhance our contribution to society.
**Responsibilities***
As a Desktop Support Intermediate, the responsibilities of the position include, but are not limited to, the following:
* Troubleshoot and remediate issues within Michigan Medicine enterprise devices.
* Understand enterprise managed image support and configurations.
* Act as liaison between customer and other HITS division Departmental business support for General Compute equipment.
* Service Now ticket management, encompassing updates, transferring, follow-ups, resolving, customer assistance, and triaging tickets.
* Development of customer training materials, technical writing.
* Provide best effort support for all non-standard devices as requested.
* Ability to troubleshoot network connectivity issues and knowledge of communication closet protocols.
* Training related to customer requests, application needs, desktops, laptops, tablets, mobile devices, printers, scanners, all in one fax/copiers, peripheral devices, etc.
* Equipment management including recommendations, customer requests for equipment, purchasing, receiving, un-boxing, deployment, tracking, and preparation for property disposition.
* Department specific work related to hardware upgrades and customer moves.
* Desktop administration tasks including meetings, technical training, technical documentation, and research as well as administrative paperwork, customer interactions, reporting, licensing, and HITS related tasks.
* Managing configurations and settings in Intune, Intelligent Hub, Jabber application support, clinical application support (Haiku/Canto)
**Required Qualifications***
**Requirements for Intermediate Level:**
* Associate degree or equivalent combination of education and experience.
* 2-3 years of device support experience
**Requirements for Associate Level:**
* Associate degree or equivalent combination of education, certifications, and/or experience
* 1-2 years of device support experience
**Desired Qualifications***
* Ability to identify root causes of technical problems while prioritizing tasks and time to meet assigned commitments.
* Ability to provide application support including enterprise wide and department specific applications as well as application support related to customer vendors and distribution of customer applications.
* Ability to produce clear communications for diverse audiences using appropriate methods.
* Ability to model language and behavior that leaves others feeling valued and heard.
* Experience within a healthcare setting.
* Excellent interpersonal, written, and verbal communication skills
* Experience supporting Windows 10, Apple IOS, various mobile devices platforms
* Ability to support new combinations of network protocols, desktop operating systems and applications.
* Demonstrate strong customer service skills, ability to work independently as well as a member of a team.
* Ability to work flexible hours to meet customer business needs.
* Understands the fundamentals of the OS (Windows, macOS, iOS, Android).
**Underfill Statement**
This position may be underfilled at a lower classification depending on the qualifications of the selected candidate.
**Additional Information**
Benefits
We offer a benefits package that includes comprehensive training and career development opportunities, generous retirement savings plans, ample paid time off, and a wealth of family care support: .
**Working Title**
Desktop Support Specialist Intermediate
**Job Title**
Desktop Support Spec Inter
**Work Location**
Michigan Medicine - Health Sys