Job Description

Department Overview

Health Information Technology & Services (HITS) plays a role in the success of Michigan Medicine by providing clinicians, educators, researchers, students, and staff with technology-related information, products, and support. HITS also provides institutional expertise related to IT strategy, security, infrastructure, and resource management.


Division Overview

The HITS Enterprise Technology Services (ETS) division, deploys, and supports application platforms, integration solutions, and computing devices. ETS is dedicated to advancing security, quality, and availability of services and data across Michigan Medicine. The team connects patients and partners with relevant data for both clinical and our needs, while ensuring electronic medical records are accessible and secure. The team's staff provide telephone, online, and in-person customer service to support computers, printers, telecommunication, and mobile devices.

Summary
Performs troubleshooting and resolution of desktop and mobile device issues and for Michigan Medicine. Specific responsibilities include desktop and mobile computing installations, upgrades and troubleshooting of all new and existing hardware, software and network issues. Provides advice and assistance over the phone and in person for all information technology related problems. Exercise problem escalation process with other support staff and HITS second and third level customer support groups to ensure timely problem resolutions and customer satisfaction. Documents all customer calls into the problem management system for tracking, trending, and problem escalation. Maintains regular communication with customers, informing them of current status of their escalated trouble ticket. Performs call back on all resolved trouble tickets notifying customers of the resolution to problem tickets to ensure customer satisfaction.


Understands broad and technical concepts and technical industry. Keep current in technology and continuous support improvements. Maintain current knowledge of applications used enterprise wide.

Responsibilities*
As a Desktop Support Associate, the responsibilities of the position include, but are not limited to, the following:

Focused on supporting customer base of learners and basic science faculty.
Troubleshoot and remediate issues within Michigan Medicine enterprise devices.
Understand enterprise managed image support and configurations.
Act as liaison between customer and other HITS division Departmental business support for General Compute equipment.
Service Now ticket management, encompassing updates, transferring, follow-ups, resolving, customer assistance, and triaging tickets.
Development of customer training materials, technical writing.
Provide best effort support for all non-standard devices as requested.
Ability to troubleshoot network connectivity issues and knowledge of communication closet protocols.
Training related to customer requests, application needs, desktops, laptops, tablets, mobile devices, printers, scanners, all in one fax/copiers, peripheral devices, etc.
Equipment management including recommendations, customer requests for equipment, purchasing, receiving, un-boxing, deployment, tracking, and preparation for property disposition.
Department specific work related to hardware upgrades and customer moves.
Desktop administration tasks including meetings, technical training, technical documentation, and research as well as administrative paperwork, customer interactions, reporting, licensing, and HITS related tasks.
Managing configurations and settings in Intune, Intelligent Hub, Jabber application support, clinical application support (Haiku/Canto)
Required Qualifications*
Associate degree or equivalent combination of education, certifications, and/or experience
1-2 years of progressive device support experience
Desired Qualifications*
Excellent interpersonal, written, and verbal communication skills
Ability to work flexible hours to meet customer business needs.
Understands the fundamentals of the OS (Windows, macOS, iOS, Android).
Active listener who takes ownership and initiative for problem resolution.
Ability to demonstrate a strong positive attitude and a desire to succeed.
Ability to recognize the time-critical nature of a situation.
Emphasizes personal and professional growth. Keeps knowledge and skills current.
Experience working in a fast paced, high change environment, with limited supervision: self-starter.