Service Desk Representative #1008613
Job Description:

• Provide technical support to customers for technologies including desktops and laptops, virtual machines, tablets, desk phones, mobile phones, printers, wired and wireless networks, VPNs, webcams, dictation hardware, usage of said technology in and outside of our locations, technically integrated medical devices such as ventilators, cardiac monitors, and anesthesia machines, and a variety of software.

 
Principal Duties and Responsibilities:

• Safeguard the security of the organization by following established procedures to prevent unauthorized access to System resources.
• Provide indepth troubleshooting, research, diagnoses, resolution, and escalation of semicomplex technical issues or requests.
• Provide guidance and support to Service Desk Associates and new Representatives and communicate with departmental leadership as needed to ensure service excellence is achieved.
• Knowledge of our company and its technical teams, support teams, network, hardware, and software preferred.
• May be requested to test new technologies and support structures to help with later integration across the rest of the team.
• Assist with the identification and handling of emerging issues by noticing and responding to trends in Service Desk collaboration tools, communicating with other teams, and leveraging obtained information.
• Seek information through standard channels as well as in nontraditional avenues if unavailable through standard channels.
• Contribute to the growth and maintenance of our knowledgebase.
• Keep knowledge of processes and procedures current and stay aware of and responsive to changes in the environment.
• Take ownership when new information is presented and follow through by asking relevant questions and updating colleagues and documentation accordingly.
• Identifies and appropriately escalates system hardware, software or build issues for quality assurance and system stability.
• Regularly read and comprehend work email, shift reports, dashboards, and group chat to understand the current state of the Service Desk and any emerging, ongoing, or resolved issues.
• Clearly communicate via every channel (written or verbal, and with end users or others) and ensure all communications are accurate, professional, and appropriate for the target audience.
• Demonstrate excellence in troubleshooting, knowledge, communication, and quality, and help others by answering questions.
• Adhere to our guidelines for attendance & timeliness.
• Perform job duties efficiently. This includes:
• Multitasking appropriately for extended periods.
• Prioritizing work logically and per departmental requirements.
• Meeting all deadlines.

 
Required Skills & Experience:

• 2 or more years of successful experience in the area of Service Desk, Help Desk, or IT Support responsibilities, or previously demonstrated success in our Service Desk Associate Role.
• At least 1year customer service experience included in the above technical experience or separately.
• 5 years or more experience working in a 24/7/365 health care environment help desk, service desk, or IT support position using phone, email, remote assist, and chat to provide direct end-user support.
• Experience supporting the following:
• ServiceNow ITSM tool usage
• Apple/Mac products
• Windows OS
• Remote Access VPN
• Citrixbased application
• Epic EMR
• Remote customers and troubleshooting hardware such as printers, mobile devices, laptops, etc.
• Multifactor authentication tools, such as Duo.
• SharePoint
• Microsoft Office applications, such as Outlook, Word, Excel, PowerPoint, OneNote, OneDrive, etc.
• Experience using knowledgebases and other knowledge repository systems
• Experience creating/updating knowledge support documentation
• Excellent customer service and written and verbal communication skills demonstrated over the phone, via IM, and face-to-face in order to communicate technical information in nontechnical terms.
• Interpersonal skills demonstrate consensus building, collaborative spirit, rapport building, listening and methodical questioning.
• Ability to work under pressure, establish priorities and respond with urgency.
• High technical aptitude and strong PC literacy skills.
• Successful experience with working independently and under pressure.
• Successful experience with working on a team and actively contributing as a team member.
• Strong analytical, prioritization, and organizational skills.
• Able to work carefully, paying close attention to detail.
• Sense of urgency regarding all security/privacy practices and procedures.
• Self-directed and able to thrive in a fast-paced environment with frequent changes.
• Be a team player focused on rapport building.
• Demonstrate initiative and being proactive.
• Demonstrate willingness to learn and coachability.
• Accepts and respects diversity without judgment.
• Ability to understand and protect the privacy and security of patient and employee data.
• General understanding of network topologies and security protocols.
• Fluent English language skills.

 
Required Education:

• High School Diploma or equivalent required.
• Some college,
• OR
• 12 years of vocational technical training,
• OR
• An Information Technology/Support industry certification.

 
Preferred Education:

• A relevant associate’s degree or higher (Information Technology, Information System, Computer Science, Health Information Management, or other Business/Communication/Technology related).

 
Required Certification & Licensure:

• Information Technology/Support industry certifications.
• Certification in IT Service Management (ITSM/ITIL/HDI, etc.)
• BLS

 

• Excellent troubleshooting skills, written and verbal communication skills, attention to detail, helpful and friendly disposition, and experience supporting people via email and phone.
• 5 or more years of recent experience working at a Help Desk/Service Desk, especially for a healthcare organization.
• If experience is not Help Desk/Service Desk, then the role must have been customerfacing IT support
• Experience supporting Epic, Microsoft (Windows and Office), VPN, and multifactor authentication (MFA).
• Experience working remotely
• Customer service experience in addition to technical experience is always a positive positions in food service, retail, or other nontech support roles
• Longevity with previous/current employers
• Desire to stick around with us – we are hoping to be able to bring these individuals on after the contract period ends

 
Additional Info:
 
At FastTek Global, Our Purpose is Our People and Our Planet. We come to work each day and are reminded we are helping people find their success stories. Also, Doing the right thing is our mantra.  We act responsibly, give back to the communities we serve and have a little fun along the way.
We have been doing this with pride, dedication and plain, oldfashioned hard work for 24 years!
FastTek Global is financially strong, privately held company that is 100% consultant and client focused.
We've differentiated ourselves by being fast, flexible, creative and honest. Throw out everything you've heard, seen, or felt about every other IT Consulting company. We do unique things and we do them for Fortune 10, Fortune 500, and technology startup companies.
Our benefits are second to none and thanks to our flexible benefit options you can choose the benefits you need or want, options include:
 

• Medical and Dental (FastTek pays majority of the medical program)
• Vision
• Personal Time Off (PTO) Program
• Long Term Disability (100% paid)
• Life Insurance (100% paid)
• 401(k) with immediate vesting and 3% (of salary) dollarfordollar match

 
Plus, we have a lucrative employee referral program and an employee recognition culture.
FastTek Global was named one of the Top Work Places in Michigan by the Detroit Free Press in 2013, 2014, 2015, 2016, 2017, 2018, 2019, 2020, 2021, 2022, and 2023!
To view all of our open positions go to: https://www.fasttek.com/fastswitch/findwork
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