We have the great privilege of helping patients and families re-build their lives. It's extraordinarily meaningful work and the reason we greet the day with optimism and anticipation. When patients "Ask for Mary," they experience a culture that has been sculpted for more than a century. Our hallmark is to carefully listen to patients and innovatively serve them.
Mary Free Bed is a not-for-profit, nationally accredited, rehabilitation hospital with 167 inpatient beds - 119 acute and 48 sub-acute. There are numerous outpatient programs as well as home and community services. With the most comprehensive rehabilitation services in Michigan and an exclusive focus on rehabilitation, Mary Free Bed physicians, nurses and therapists help our patients achieve outstanding clinical outcomes.
Restoring hope and freedom through rehabilitation.
Diversity and Inclusion
Mary Free Bed values diversity and inclusion among patients, families and staff. We strive to hire people who reflect the communities we serve. Our employees will serve all patients, families and each other with dignity and respect.
The Technical Support Specialist II position is a multi-tiered support role - providing both front-line help desk support and more advanced technical issue resolution. This position will receive incoming technical support requests from hospital staff, create service tickets, perform troubleshooting steps, and resolve issues in a timely fashion. Additional duties include installation and maintenance of hardware and software, desktop configuration, process documentation, asset tracking, and basic network account/access maintenance. This position supports Mary Free Bed staff working at all locations (main campus, off-site facilities, and remote/home workspaces).
Essential Job Responsibilities:
Receive all incoming technical support requests from hospital staff via phone, email, or other electronic submission
Document all incoming support requests in service ticket software
Troubleshoot and resolve technical issues - either remotely or in person - within defined service level agreements
Deploy hardware solutions to meet user requests and stratetgic project requirements
Perform minor hardware repairs to maintain operational effectiveness of compuer equipment
Modify user-level network and software access in response to business needs
Perform research to resolve complex technical problems
Develop workarounds, alternatives, and interim solutions for known issues to minimize user disruption
Provide consistent service through multiple delivery methods (phone, email, electronic support ticket, face-to-face)
Escalate advanced technical issues to administrators or other resources for resolution
Work directly with vendor-provided support staff to troubleshoot technical problems and facilitate timely solutions
Clearly communicate information to technical and non-technical audiences
Facilitate effective asset management by documenting moves, adds, and changes of IT assets
Recommend processes and solutions to IT leadership to improve effectiveness of IT service delivery
Lead the development and maintenance of knowledge base documentation/training materials, and reviews and modifies existing documentation to ensure accuracy and relevance
Maintain a high level of knowledge of operating systems, business applications, and device network connectivity within an enterprise setting
Participate in a rotating on-call schedule to provide phone-based and electronic/remote technical support outside of standard business hours (on-site support after hours required only if necessitated by a critical service disruption)
Perform other duties as assigned by Information Technology leadership
Essential Job Qualifications (Knowledge, Education, and Training Requirements):
An Associates Degree or equivalent training/work experience in the computer field
Experience providing direct technical support to users in a business/enterprise setting
Experience troubleshooting and correcting complex hardware and software problems
Experience troubleshooting and diagnosing network connectivity failures
Experience supporting standard IT business environments/tools including, but not limited to:
Microsoft Windows desktop operating system
Microsoft Office productivity software (local and cloud-based applications)
Microsoft Active Directory/Group Policy
Microsoft Outlook/Exchange or other enterprise email solutions
Multi-line business phone systems
IT service ticket management software
Excellent customer service skills
Excellent written and verbal communication skills to both technical and non-technical audiences
Excellent organizational skills with the ability to multi-task
Ability to follow through and complete approved projects and resolve problems to the satisfaction of the customer and within stated service level agreements/guidelines
Ability to interact effectively with all staff (technical and non-technical)
Reliable transportation and the ability to travel to remote sites when required
Able to exert up to 35 pounds of force occasionally (up to 1/3 of the time)
Able to lift, carry, push, pull, up to 35 pounds occasionally
Able to sit for extended periods (1/3 - 2/3 of the time), but may involve brief periods of time walking or standing
Able to use keyboard frequently (1/3 to 2/3 of the time)
Commitment to Diversity, Equity and Inclusion
Embrace Diversity, Equity and Inclusion, by:
Treating everyone with dignity and respect
Opening more doors to opportunities for underrepresented cultures
Growing talent and people
Evaluating and eliminating... For full info follow application link.
Mary Free Bed is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, genetic information, veteran status, disability or other legally protected characteristic.