GENERAL SUMMARY:
The IT Technician-Access Management participates as an account creation, modification and termination technician as well as a second level support liaison for access related issues generated by the Service Desk team. Participates in providing support to customers by resolving semi-complex technical account and connectivity problems. Participates in maintaining documented log of incidents and requests so that recurring problems can be reported to functional areas. The IT Technician-Access Management performs semi-complex work within technical or paraprofessional area. Effectively identifies issues as they occur and takes appropriate steps to solve them in situations where the problem is not difficult or complex. Documents and refers complex, unusual problems to other support teams.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
The IT Technician-Access Management provides end to end account administration and technical assistance to end-users using computer systems supported by the HFHS Service Desk and HFHS Information Technology.
This function operates in a group setting, however workload is highly independent and handled on a First In First Out (FIFO) basis while maintaining a typical 48 hour turnaround time.
This position may also perform tasks and assignments required by other departments, as well as provide assistance to other technicians in solving unfamiliar or complex issues.
This position requires a major portion of time sitting, speaking on the telephone, typing and minimal technical meetings.
EDUCATION AND EXPERIENCE REQUIRED:
HS Diploma or equivalent. Associate's or higher degree or 1-2 years of vocational technical training preferred, along with Information Technology/Support industry certifications. ITIL certification highly preferred.
One to three (1-3) years of successful experience in the area of Access Management, Help Desk, Service Desk, or IT Support responsibilities required.
Five (5) years or more experience working in a 24/7/365 Health Care environment Access Management, Help Desk, Service Desk, or IT Support position using phone and email to provide direct end-user support and account management, preferred.
Additional Information
Organization: Corporate Services
Department: Client Services (EUD)
Additional Details
This posting represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described above.
Overview
Partnering with nearly 2 million people on their health journey, Henry Ford Health provides a full continuum of services at 250 care locations throughout southeast and south central Michigan. With 33,000 valued team members, Henry Ford is also among Michigan's largest and most diverse employers. Our superior care and discoveries are powered by nearly 6,000 physicians, researchers and advanced practice providers. Learn more athenryford.com.
Benefits
Whether it's offering a new medical option, helping you make healthier lifestyle choices or making the employee enrollment selection experience easier, it's all about choice. Henry Ford Health has a new approach for its employee benefits program - My Choice Rewards. My Choice Rewards is a program as diverse as the people it serves. There are dozens of options for all of our employees including compensation, benefits, work/life balance and learning - options that enhance your career and add value to your personal life. As an employee you are provided access to Retirement Programs, an Employee Assistance Program (Henry Ford Enhanced), Tuition Reimbursement, Paid Time Off, Employee Health and Wellness, and a whole host of other benefits and services. Employee's classified as contingent status are not eligible for benefits.
Equal Employment Opportunity/Affirmative Action Employer
Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health is committed to the hiring, advancement and fair treatment of all individuals without regard to race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height, weight, marital status, family status, gender identity, sexual orientation, and genetic information, or any other protected status in accordance with applicable federal and state laws.