10 IT jobs in Hazel Park

Description We are looking for a Senior Help Desk Analyst to join our team in Dearborn, Michigan. This long-term contract position is ideal for an efficient and approachable individual who thrives on providing exceptional technical support to end users. The role combines hardware and software troubleshooting, with opportunities for growth within the organization.
Responsibilities:
- Provide technical support for both hardware and software issues, ensuring a balanced focus on resolving problems with Mac and Windows operating systems.
- Utilize Smart Deploy to manage imaging processes and ensure systems are properly configured.
- Support a user base of 400-600 end users by addressing service desk tickets promptly and efficiently.
- Troubleshoot and resolve issues related to Active Directory and Microsoft Windows 10 environments.
- Collaborate with the Help Desk team to maintain high standards of customer service and uphold the company's commitment to excellence.
- Independently adhere to established policies and procedures, ensuring consistency and reliability in support.
- Assist with basic troubleshooting tasks and escalate complex issues when necessary.
- Maintain thorough documentation of technical issues and resolutions to ensure knowledge sharing within the team.
- Contribute to the growth and development of the Help Desk by identifying opportunities for process improvements. Requirements - Minimum of 5 years of experience in a Help Desk role, demonstrating advanced technical skills.
- Proficiency in hardware and software troubleshooting, with a 50/50 focus on each.
- Familiarity with imaging systems such as Smart Deploy.
- Strong knowledge of Active Directory and Microsoft Windows 10.
- Ability to support both Mac and Windows operating systems in a diverse environment.
- Excellent interpersonal skills with a friendly and detail-oriented demeanor.
- Capacity to work independently while adhering to company policies.
- Experience handling service desk tickets and providing timely resolutions. Technology Doesn't Change the World, People Do.®
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app ( and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
© 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use ( .

This position will follow our hybrid work model, we expect the selected candidate to be in office 2-3 days a week in our Memphis, TN or Southfield, MI Corporate Office .

Please Note: The initial training period will last six weeks and will require candidates to be onsite in the office five days a week .

Job Summary:

With the goal of providing superior service and first contact resolution, this role delivers front-line technical support to customers via multiple communication channels in a customer contact center environment.

Responsibilities:

• Provide second-line hardware, software, and end-user support as required and in line with documented procedures and service-level targets to support the business effectively.

• Utilizes knowledge management tools to help resolve client issues.

• Assists clients in completing online forms to attain various systems, services, hardware, software, and/or entitlements.

• Assists customers in performing basic software installations.

• Conducts basic diagnoses of software/hardware to troubleshoot connectivity problems.

• Escalates trends and outages as needed to leadership and for Service News postings.

• Manages time in customer contact center setting and documents time via activity codes.

• Utilizes required activity codes to provide awareness of non-phone related activities.

• Will be accountable for carrying on-call phone and responding to calls on a rotating basis.

• Performs other duties and responsibilities as assigned.

• Ensure a positive experience for internal clients by having courteous interactions with them.

• Conduct data entry into company systems, and review and verify the information to ensure accuracy and accessibility.

• Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.

• Organize own work schedule each day in line with changing priorities.

• Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Skills:

• Basic technical knowledge of the following preferred: Operating systems (OS), mobile devices, networking, business applications, security products, financial services applications

• Uses clear and effective elementary verbal communications skills under supervision to express ideas, request actions and formulate plans or policies.

• Supports business processes with guidance but not constant supervision by understanding and effectively using standard office equipment and standard software packages.

• Works under supervision at an elementary level to plan, organize, prioritize and oversee activities to efficiently meet business objectives.

• Works under supervision at an elementary level to develop, monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives.

• Works under guidance (but not constant supervision) to analyze data trends for use in reports to help guide decision making.

• Works under guidance (but not constant supervision) to acquire, organize, protect and process data to fulfill business objectives.

• Works under supervision at an elementary level to analyze data from multiple sources to draw appropriate conclusions and make suitable recommendations.

• Works under supervision at an elementary level to monitor, diagnose and fix technological problems.

• Works under supervision at an elementary level to ensure that IT applications meet required specifications by designing, executing and reporting on tests of systems and services.

• Works at a basic level to leverage digital communication (email, text, chat, social media) to create positive, defining moments for customers. Typically works under close supervision.

• Works at a basic level to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works under close supervision.

• Works at a basic level to navigate conversations in which the customer is frustrated or unhappy with the organization. Typically works under close supervision.

• Works at an elementary level under supervision to select, deploy and get the best results from the most appropriate office system.

• Works at a basic level to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works under close supervision.

Licenses/Certifications:

• Incumbents must be able to obtain HDI Certification within 1 year of hire. Raymond James will pay for three attempts to pass the certification.

COMPANY OVERVIEW:

Lightstone, founded by David Lichtenstein, is one of the most diversified privately held real estate companies in the United States. Headquartered in New York City, Lightstone is active in 26 states across the country, developing, managing and investing in all sectors of the real estate market, including residential, hospitality, commercial, and retail. With 209 existing properties, Lightstone's over $9 billion portfolio currently includes over 12 million square feet of industrial, life sciences, and commercial properties, over 30,000 residential units, and over 5,100 hotel keys. Lightstone's development portfolio includes over $3.5 billion currently under development in the residential and hospitality sectors spread across New York City, Los Angeles, and Miami.

IT Help Desk Tech - Level 1

POSITION OVERVIEW:

IT Technician will diagnose repair and maintain hardware and software components. Will install and configure computer hardware and provide IT support for the organization. Will routinely interact with various departments and levels and listen to their technical needs and implement IT solutions to resolve.

ESSENTIAL FUNCTIONS:

• Help Desk Support
• Add/Manage/Remove User accesses including Active Directory, Email, etc
• Workstation Setups
• Repair or replace damaged hardware
• Install and upgrade software and Hardware
• Willing to travel to other office/sites a must
• Perform tests on new hardware and software
• Troubleshoot and repair hardware and software issues and outages
• Ensure security through access controls
• Additional responsibilities as assigned

QUALIFICATIONS:

• Proficient with following: Windows OS, MAC OS, Mobile OS's, Basic networking, Printers, Active Directory etc.
• Experience troubleshooting systems
• Familiar with a range of software and hardware
• Minimum 2 years' experience
• Manages time and priorities effectively
• Problem solver and strong attention to detail
• Works collaboratively with managers and colleagues
• Solves problems effectively and independently, where appropriate
• Communicates and reports to necessary persons in a timely manner
• Willing to travel to other office/sites a must

**_This position will follow our hybrid work model, we expect the selected candidate to be in office 2-3 days a week in our Memphis, TN or Southfield, MI Corporate Office_** **.**
**Please Note:** The initial training period will last six weeks and will require candidates to be onsite in the office **five days a week** .
**Job Summary:**
With the goal of providing superior service and first contact resolution, this role delivers front-line technical support to customers via multiple communication channels in a customer contact center environment.
**Responsibilities:**
+ Provide second-line hardware, software, and end-user support as required and in line with documented procedures and service-level targets to support the business effectively.
+ Utilizes knowledge management tools to help resolve client issues.
+ Assists clients in completing online forms to attain various systems, services, hardware, software, and/or entitlements.
+ Assists customers in performing basic software installations.
+ Conducts basic diagnoses of software/hardware to troubleshoot connectivity problems.
+ Escalates trends and outages as needed to leadership and for Service News postings.
+ Manages time in customer contact center setting and documents time via activity codes.
+ Utilizes required activity codes to provide awareness of non-phone related activities.
+ Will be accountable for carrying on-call phone and responding to calls on a rotating basis.
+ Performs other duties and responsibilities as assigned.
+ Ensure a positive experience for internal clients by having courteous interactions with them.
+ Conduct data entry into company systems, and review and verify the information to ensure accuracy and accessibility.
+ Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.
+ Organize own work schedule each day in line with changing priorities.
+ Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.
**Skills:**
+ Basic technical knowledge of the following preferred: Operating systems (OS), mobile devices, networking, business applications, security products, financial services applications
+ Uses clear and effective elementary verbal communications skills under supervision to express ideas, request actions and formulate plans or policies.
+ Supports business processes with guidance but not constant supervision by understanding and effectively using standard office equipment and standard software packages.
+ Works under supervision at an elementary level to plan, organize, prioritize and oversee activities to efficiently meet business objectives.
+ Works under supervision at an elementary level to develop, monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives.
+ Works under guidance (but not constant supervision) to analyze data trends for use in reports to help guide decision making.
+ Works under guidance (but not constant supervision) to acquire, organize, protect and process data to fulfill business objectives.
+ Works under supervision at an elementary level to analyze data from multiple sources to draw appropriate conclusions and make suitable recommendations.
+ Works under supervision at an elementary level to monitor, diagnose and fix technological problems.
+ Works under supervision at an elementary level to ensure that IT applications meet required specifications by designing, executing and reporting on tests of systems and services.
+ Works at a basic level to leverage digital communication (email, text, chat, social media) to create positive, defining moments for customers. Typically works under close supervision.
+ Works at a basic level to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works under close supervision.
+ Works at a basic level to navigate conversations in which the customer is frustrated or unhappy with the organization. Typically works under close supervision.
+ Works at an elementary level under supervision to select, deploy and get the best results from the most appropriate office system.
+ Works at a basic level to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works under close supervision.
**Licenses/Certifications:**
+ Incumbents must be able to obtain HDI Certification within 1 year of hire. Raymond James will pay for three attempts to pass the certification.

Job Description
A company in Broomfield, CO is looking for a Help Desk Support Specialist I to join their team. This Help Desk Specialist is responsible for handling tickets, providing remote support, and helping end users to resolve issues related to account administration and hardware, software, system and network status. They will also be responsible for working closely with internal teams and documentation. The ideal candidate will be customer-oriented, able to work flexible hours based on a shift schedule and have an Interim Secret / Secret security clearance or ability to obtain a clearance.
We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form ( . The EEOC "Know Your Rights" Poster is available here ( .
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: .
Skills and Requirements
- 2 years of experience with Desktop and Network support
- Ability to problem solve and accurately provide a solution as the first line of technical support
- Security+ and ITIL V3 Foundations Certifications OR ability to obtain both within 30 days
- High School Diploma
- Secret / interim Secret Clearance or ability to obtain a clearance - Experience with Active Directory, Anti-Virus, VPN, Avaya, Novell, Web Support null
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to

Description & Requirements

Maximus is currently hiring a Clinical Help Desk Administrative Coordinator to support the Oregon MED (Mental Emotional Disabilities) project. The Clinical Admin will handle administrative help desk duties such as answering phone calls, scheduling appointments/assessments, emails, faxes, follow-ups and reviewing documentation.

About the Program: We partnered with Oregon DHS manages in-person eligibility reviews for people that may be experiencing mental illness along with possible physical needs for the Aging and People with Disabilities (APD) Program. Through the mental or emotional disorders (MED) Review Process, we give DHS accurate review recommendations of an individual's primary need for services. Our assessment enables DHS to make informed program eligibility decisions based on a clear and accurate understanding of which programs may best address an individuals unique needs.

Why Maximus?

- Work/Life Balance Support - Flexibility tailored to your needs!

- • Competitive Compensation -Bonuses based on performance included!

- • Comprehensive Insurance Coverage - Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA. Additionally, enjoy Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance.

- • Future Planning - Prepare for retirement with our 401K Retirement Savings plan and Company Matching.

- • Paid Time Off Package - Enjoy PTO, Holidays, and extended sick leave, along with Short and Long Term Disability coverage.

- • Holistic Wellness Support - Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP).

- • Recognition Platform - Acknowledge and appreciate outstanding employee contributions.

- • Tuition Reimbursement - Invest in your ongoing education and development.

- • Employee Perks and Discounts - Additional benefits and discounts exclusively for employees.

- • Maximus Wellness Program and Resources - Access a range of wellness programs and resources tailored to your needs.

- • Professional Development Opportunities-Participate in training programs, workshops, and conferences.

- •Licensures and Certifications-Maximus assumes the expenses associated with renewing licenses and certifications for its employees.

Essential Duties and Responsibilities:
- Provide customer support to internal and external customers
- Responsible for assigning and coordinating referrals for contract work to appropriate parties
- Computer data entry
- Perform all job duties in compliance with Person First standards, HIPAA guidelines, and company confidentiality policies and procedures.
- Complete assignments within established compliance standards and timelines
- Monitor multiple work queues daily to ensure cases move quickly through each process stage.
- Identify and resolve data errors
- Performs other related duties as assigned.

Required Skills/Abilities:
- Excellent written and verbal communication skills
- Excellent interpersonal and customer service skills
- Proficient in Microsoft Office Suite
- Excellent organizational skills and attention to detail
- Ability to work in a fast-paced environment
- Ability to work independently

Minimum Requirements

- High School Degree or equivalent and minimum 1 year of relevant experience, or Associate Degree
- Clinical office experience preferred

- Minimum of three (3) years of experience in customer service supporting clients in fast-paced, healthcare or administrative environments, with a focus on problem resolution and clear communication.

Preferred Requirements

- Skilled in creating and maintaining schedules for multiple individuals

- Strong ability to multitask and adapt to changing priorities

Home Office Requirements

- Maximus provides company-issued computer equipment and cell phone

- Reliable high-speed internet service

- Minimum 20 Mpbs download speeds/50 Mpbs for shared internet connectivity

- Minimum 5 Mpbs upload speeds

- Private and secure workspace

#ClinicalServices #LI-Remote

EEO Statement

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Minimum Salary

$

14.00

Maximum Salary

$

19.20

Library Assistant I (Computer Help Desk)

The Bloomfield Township Public Library is seeking a professional and resourceful Library Assistant I to provide support to patrons at the Computer Help Desk. Bloomfield Township Public has a service population of 44,000+ people. There is strong community support for the Library and its collections, services and programs offered. Technology is integrated into Library services. The successful candidate will have a strong commitment to providing quality service to the staff and the public and the desire to work in a collaborative, team environment.

Position Title: IT Library Assistant I (Computer Help Desk)

Department: IT, reporting to IT Department Head

Hours: Part-time, 15 hours weekly. Includes evenings and weekends; Sundays paid at time and one-half in addition to the 15-hour schedule.

Wage & Benefits: $18.56- $25.99 per hour, per hour with increase possible upon successful completion of three-month orientation. Sick time. Employee assistance program (EAP).

Responsibilities:

Direct Public Service:

• Provides positive, pleasant professional patron support at the public service Computer Help desk, in the Computer Center, and Computer Lab
• Monitors and assists with the proper use of study rooms
• Demonstrates and provides one-on-one instruction to Library visitors in the use of copiers and computers in Computer Center
• Directs Library visitors to appropriate public service desks
• Provides A/V support in the absence of IT Assistants

Indirect Public Service:

• Follows Computer Center opening and closing procedures
• Maintains and troubleshoots computer and copier equipment in the Computer Center and Library
• Maintains inventory of supplies
• Assists in the implementation of Library policies and procedures

Duties May Include:

• Set up computers and other equipment
• Clean public computer monitors, keyboards, and mice
• Assist patrons with public computers and equipment
• Assist library visitors with the copiers
• Complete closing procedures, including replenishing and tidying printers and copiers
• Maintain technology-related usage statistics
• Assist with IT projects as directed
• Troubleshoot wireless connection issues

Requirements:

Minimum:

• High school diploma
• Knowledge of various computer hardware and software, such as Microsoft Office, Internet and Social Media, printing and scanning, etc.
• Able to lift, push, and/or pull at least 50 pounds with or without reasonable accommodation; ability to visually review materials and discern vocal and audible tones with or without reasonable accommodation
• Strong attention to detail
• Dependable and flexible work habits
• Desire to serve the public in a positive manner

Desirable:

• Public library work experience
• Experience supporting public computer users

Application: Due Monday, August 18

Employment Start Date: late September

Your application must include:

• resume
• cover letter
• completed library online application form

Bloomfield Township Public Library provides equal employment opportunities to qualified persons without regard to race, color, sex, sexual orientation, religion, national origin, political views, age, disability, marital status, height, weight, or any other prohibited basis.

**Employment Type:**
Full time
**Shift:**
**Description:**
**At least 3 days per week on-site required, in either Livonia, Michigan, or New Town Square, Pennsylvania.**
***NOTE: The majority of this work will be in a high volume call center style environment.**
***Preferred Skills: Service Now, Microsoft O365 suite, Azure, and Multi-factor authentication.**
Under general supervision is responsible for providing the single point of customer contact, support or resolution of basic inquiries, requests, and problems arising from software/hardware of all supported TIS systems.
**ESSENTIAL FUNCTIONS**
+ Knows, understands, incorporates and demonstrates the mission, vision and values of Trinity Health in leadership behaviors, practices and decisions.
+ Addresses all customer contacts (e.g. phone, email, self-serve, webchat, and online access) promptly and efficiently within a specific timeframe in order to provide a defined level of service and availability to the customer. Provides initial support or escalates calls to appropriate system support teams.
+ Assists majority of customers in resolving their issue during first contact, may request assistance from Senior IS Service Desk Support. Resolves problems for various applications, password reset/unlocks, multi-factor authentication (MFA), resets printers/terminals and provides user education on all TIS supported systems and telecommunications.
+ Demonstrates an ability to understand the customer's needs through developed listening and trouble shooting skills. Conveys information in a positive, effective and clear manner in individual and group conversations.
+ Utilizes available resources as obtained through training to assist in troubleshooting issues in a call center environment. Documents issues in the call tracking system utilizing clear and concise problem descriptions.
+ Understands and follows defined departmental policies, procedures and processes in a team environment.
+ May be responsible for and familiar with provisioning and user account maintenance. Interfaces with users and appropriate personnel providing login ID, access, connectivity and emergency removal to applications and systems.
+ Maintains a working knowledge of applicable Federal, State and local laws/regulations; the Trinity Health Integrity and Compliance Program and Code of Conduct; as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical and professional behavior.
**MINIMUM QUALIFICATIONS**
+ Associate's degree in Computer Science or Information Systems or vocational training and certification in computers or an equivalent combination of education and experience is preferred.
+ Minimum of one (1) year customer service experience or demonstrated ability is required.
+ At least two (2) years of experience providing basic support and understanding of IS systems, PC and/or Microsoft applications, mainframe, midrange, WAN, telecommunication and various clinical applications is preferred. An understanding of the interactions between system components is also desired.
+ Must be proficient in the use of computers in order to provide initial system telephone support service. Experience in utilizing a call-tracking tool is desired.
+ Basic knowledge of the call center environment and the importance of time management skills desired.
+ Well-developed typing/keyboard skills required (40 WPM).
+ Working knowledge of Active Directory and Azure Active Directory.
+ Must be comfortable operating in collaborative, shared leadership environments.
+ Must possess a personal presence that is characterized by a sense of honesty, integrity and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals and values of Trinity Health.
**PHYSICAL AND MENTAL REQUIREMENTS AND WORKING CONDITIONS**
+ Must be able to set and organize own work priorities, and adapt to them as they change frequently. Must be able to work concurrently on a variety of tasks/projects in an environment that may be stressful with individuals having diverse personalities and work styles.
+ Must possess the ability to comply with Trinity Health policies and procedures.
+ Ability to read, analyze, and interpret general business periodicals, technical procedures, or governmental regulations.
+ Ability to write reports, business correspondence, and procedure manuals.
+ Required to be able to push/ pull and lift objects (computers, monitors, printers) weighing up to 50 pounds.
_The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of duties so assigned._
**Our Commitment**
Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.
Our Commitment to Diversity and Inclusion
Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.
Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.
EOE including disability/veteran

**Employment Type:**
Full time
**Shift:**
**Description:**
**At least 3 days per week on-site required, in either Livonia, Michigan, or New Town Square, Pennsylvania.**
***NOTE: The majority of this work will be in a high volume call center style environment.**
***Preferred Skills: Service Now, Microsoft O365 suite, Azure, and Multi-factor authentication.**
Under general supervision is responsible for providing the single point of customer contact, support or resolution of basic inquiries, requests, and problems arising from software/hardware of all supported TIS systems.
**ESSENTIAL FUNCTIONS**
+ Knows, understands, incorporates and demonstrates the mission, vision and values of Trinity Health in leadership behaviors, practices and decisions.
+ Addresses all customer contacts (e.g. phone, email, self-serve, webchat, and online access) promptly and efficiently within a specific timeframe in order to provide a defined level of service and availability to the customer. Provides initial support or escalates calls to appropriate system support teams.
+ Assists majority of customers in resolving their issue during first contact, may request assistance from Senior IS Service Desk Support. Resolves problems for various applications, password reset/unlocks, multi-factor authentication (MFA), resets printers/terminals and provides user education on all TIS supported systems and telecommunications.
+ Demonstrates an ability to understand the customer's needs through developed listening and trouble shooting skills. Conveys information in a positive, effective and clear manner in individual and group conversations.
+ Utilizes available resources as obtained through training to assist in troubleshooting issues in a call center environment. Documents issues in the call tracking system utilizing clear and concise problem descriptions.
+ Understands and follows defined departmental policies, procedures and processes in a team environment.
+ May be responsible for and familiar with provisioning and user account maintenance. Interfaces with users and appropriate personnel providing login ID, access, connectivity and emergency removal to applications and systems.
+ Maintains a working knowledge of applicable Federal, State and local laws/regulations; the Trinity Health Integrity and Compliance Program and Code of Conduct; as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical and professional behavior.
**MINIMUM QUALIFICATIONS**
+ Associate's degree in Computer Science or Information Systems or vocational training and certification in computers or an equivalent combination of education and experience is preferred.
+ Minimum of one (1) year customer service experience or demonstrated ability is required.
+ At least two (2) years of experience providing basic support and understanding of IS systems, PC and/or Microsoft applications, mainframe, midrange, WAN, telecommunication and various clinical applications is preferred. An understanding of the interactions between system components is also desired.
+ Must be proficient in the use of computers in order to provide initial system telephone support service. Experience in utilizing a call-tracking tool is desired.
+ Basic knowledge of the call center environment and the importance of time management skills desired.
+ Well-developed typing/keyboard skills required (40 WPM).
+ Working knowledge of Active Directory and Azure Active Directory.
+ Must be comfortable operating in collaborative, shared leadership environments.
+ Must possess a personal presence that is characterized by a sense of honesty, integrity and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals and values of Trinity Health.
**PHYSICAL AND MENTAL REQUIREMENTS AND WORKING CONDITIONS**
+ Must be able to set and organize own work priorities, and adapt to them as they change frequently. Must be able to work concurrently on a variety of tasks/projects in an environment that may be stressful with individuals having diverse personalities and work styles.
+ Must possess the ability to comply with Trinity Health policies and procedures.
+ Ability to read, analyze, and interpret general business periodicals, technical procedures, or governmental regulations.
+ Ability to write reports, business correspondence, and procedure manuals.
+ Required to be able to push/ pull and lift objects (computers, monitors, printers) weighing up to 50 pounds.
_The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of duties so assigned._
**Our Commitment**
Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.
Our Commitment to Diversity and Inclusion
Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.
Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.
EOE including disability/veteran