Job Description

STRATEGIC STAFFING SOLUTIONS (S3) HAS AN OPENING!

Strategic Staffing Solutions is currently looking for a Service Desk Representative for a W2 contract opportunity with one of our largest clients!

Job Title: Service Desk Representative

Duration: 3 months, possibility to convert to hire.

W2 contract engagement

Location: Rochester Hills, MI

Schedule: Remote( Open to Local candidates only)

Hours: Mon - Fri 8am - 5pm First 4 weeks are M-F 8:30am-5pm for training. -After training, exact shift start time is currently TBD, will likely fall between 7am and 2pm. - Shift may include Saturday or Sunday as one of the 5 workdays

 Job Summary:

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 client’s 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 in-depth troubleshooting, research, diagnoses, resolution, and escalation of semi-complex 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. –
• 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 non-traditional avenues if unavailable through standard channels.
• Contribute to the growth and maintenance of our knowledge base.
• 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 client’s guidelines for attendance & timeliness.

 Skills/Education:

REQUIRED:
High School Diploma or equivalent required.
Some college, OR
1-2 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

• 2 or more years of successful experience in the area of Service Desk, Help Desk, or IT Support responsibilities, or previously demonstrated success in Service Desk Associate Role.
• At least 1-year 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