Job Details

Metro Health (now the University of Michigan Health-West) is looking for Service Desk Technician IT.

Service Desk Technician understands the strategic vision of Metro Health and Information Technology. A Service Desk Technician ensures daily activities support and aligns with the strategic visions. A Service Desk Technician provides quality customer service while resolving computer issues using technical remote diagnostic tools.

Requirements:

1. Basic understanding of Information Technology hardware and software.
2. Working experience with automated call systems for logging and follow-up to customer incidents and problems.
3. Effective in consulting with users and applying system analysis techniques for understanding customer issues. Provides prompt resolution to customer issues according to policies and procedures.
4. Stay current in Information Technology related, technologies, both software and hardware.
5. Critical problem solver and thinker.
6. Ability to absorb and learn quickly.
7. Self-motivated.

Essential Functions and Responsibilities:

1. Provides quality telephone and e-mail assistance to end users experiencing Information Technology hardware and software system problems.
2. Utilizes technical troubleshooting tools and techniques to effectively diagnose and resolve computer hardware and software problems.
3. Logs accurately all requests for assistance into a computerized work order tracking system.
4. Coordinates Information Technology resources effectively to complete Information Technology hardware and software requests.
5. Monitors the daily status of work orders and provides follow-up with customers.
6. Performs reporting functions that support Information Technology.
7. Instructs, applies system analysis techniques, and provides consulting for customers in the use of equipment, software, and documentation.
8. Logs work order tracking statistics, system downtimes, and other operational statistics daily for the subsequent review and analysis by Information Technology leadership.
9. Communicates timely and effectively with all levels of employees and customers.
10. Performs other duties as directed by Metro Health IT management.