IT Service Desk Representative | Part-Time (20 Hours)

**ALL APPLICANTS MUST BE LOCAL TO THE STATE OF MICHIGAN** ***\*\*\*THIS IS A PERMANENT PART\-TIME POSITION\*\*\**** **Location:** Remote **Days:** Monday through Friday **Shift:** 7am to 11am or 8am to 12pm **GENERAL SUMMARY:** Service Desk Representatives are passionate about Henry Ford Health's success. They are responsible for providing world class quality technical support while maintaining an extraordinarily high level of customer service for the entire health system. Service Desk Representatives support Henry Ford Health and non\-Henry Ford Health devices at Henry Ford Health locations, private practices, hybrid locations, home, or anywhere in the world. Support for these devices and technologies include but not limited to desktops and laptops, virtual machines, tablets, desk phones, mobile phones, printers, wired and wireless networks, VPNs, webcams, dictation hardware, and technically integrated medical devices such as ventilators, cardiac monitors, and anesthesia machines. Service Desk Representatives support a wide variety of software, including Microsoft Windows operating systems and Microsoft applications, MacOS, iOS, Android OS, Epic EMR, PeopleSoft, ServiceNow, Citrix Applications, Active Directory, Webex, VPN technologies, Duo multi\-factor authentication, and other departmental, clinical, and business applications. Representatives may coordinate with other teams or departments to resolve user problems. Service Desk Representatives assist with safeguarding the security of the organization by following established procedures to prevent unauthorized access to system resources. They provide in\-depth troubleshooting, research, diagnoses, resolution, and escalation of complex technical issues or requests. Work is performed remotely (phone, email, and IM) but onsite support may be required. Service Desk Representatives contribute to continuous improvement efforts by actively participating in short and long\-term projects. These projects support the ongoing efforts to streamline the processes and enhance the productivity of the Service Desk and other technical teams throughout the organization. Service Desk Representatives may participate in testing new technologies and provide relevant feedback and suggestions throughout. Service Desk Representatives provide guidance and support to Associates and new hires. Service Desk Representatives may conduct portions of the Service Desk's New Hire Training program, may contribute to the team's knowledgebase or other technical documentation. **EDUCATION/EXPERIENCE REQUIRED:** * High School Diploma or equivalent required. * Some college, or 1\-2 years of vocational technical training, or an Information Technology/Support industry certification. Associate's degree or higher (Information Technology, Information System, Computer Science, Health Information Management, or other Business/Communication/Technology related), and Information Technology/Support industry certifications. * Two (2