Technical Support Specialist II
Mary Free Bed Summary
We have the great privilege of helping patients and families re-build their lives.It'sextraordinarily 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. This is true of every employee,from support staff and leadershipto clinicians and care providers.
Mary Free Bed is a not-for-profit, nationally accredited rehabilitation hospital serving thousands of children and adults each year through inpatient, outpatient, sub-acute rehabilitation, orthotics and prosthetics and home and community programs. 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.The growing Mary Free Bed Network provides patients throughout the state with access to our unique standard of care
Mission Statement
Restoring hope and freedom through rehabilitation.
Employment Value Proposition
At Mary Free Bed, we take pride in our values-based culture:
Focus on Patient Care.A selfless drive to serve and heal connects all MFB employees.
Clinical Variety and Challenge.An inter-disciplinary approach and a top team of professionals create ever-changing opportunities and activities.
Family Culture.We offer the stability of a large organization while nurturing the family/team atmosphere of a small organization.
Trust in Each Other.Each employee knows that co-workers can be trusted to make the right decision for our family, patients, staff, and community.
A Proud Tradition. Years of dedicated, quality service to our patients and community have yielded a reputation that fills our employees with pride.
Summary
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 ina timelyfashion.Additionalduties 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 strategic project requirements
Perform minor hardware repairs tomaintainoperational effectiveness of computer 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 andfacilitatetimelysolutions
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; review andmodifyexisting documentation to ensure accuracy and relevance
Maintaina high levelof 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 hoursrequiredonly ifnecessitatedby a critical service disruption)
Perform other duties as assigned by Information Technology leadership
Customer Service Responsibilities
Demonstrate excellent customer service and standards ofbehaviorsas well as encourages, coaches, andmonitorsthe sameinteam members. This individual should consistently promote teamwork and direct communication with co-workers and deal discretely and sensitively with confidential information.
Responsibilities in Quality Improvement
Contribute byidentifyingproblems and seeking solutions. Promote patient/family satisfaction where possible;participatesin departmental efforts tomonitorand report customer service.
Essential Job Qualifications
AnAssociate's Degreeor equivalentcertification(s) ortraining/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... 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.
