Job Description

Summary
Performs troubleshooting and resolution of desktop issues for the Michigan Medicine. Specific responsibilities include desktop 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 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. Ability to manage small to large size construction projects. Attend construction kick off meetings, review floor plans and construction documents. Provide budget estimates, timelines, and any special needs to project group. 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 Senior, the responsibilities of the position include, but are not limited to, the following:

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)
Workstation installation project work encompassing enterprise-wide OS upgrades, facility projects including new equipment and hardware upgrades.
Vendor assistance and support for vendor managed hardware, and applications. Software licensing involving annual updates, as well as initial license recommendation and requests from customers.
Required Qualifications*
Requirements for Senior Level

Bachelor's degree in Computer Science, a related field, or related experience
3-5 years of progressive device support experience
Requirements for Intermediate Level

Associate's degree or equivalent combination of education, certifications, and/or experience
2-3 years of progressive device support experience
Requirements for Associate Level

Associate's degree or equivalent combination of education, certifications, and/or experience
1-2 years of progressive device support experience
Desired Qualifications*
Ability to identify root causes of technical problems while prioritizing tasks and time to meet assigned commitments.
Ability to provide application support including enterprise wide and department specific applications as well as application support related to customer vendors and distribution of customer applications.
Experience within a healthcare setting.
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).
Experience supporting Windows 10, Apple IOS, various mobile devices platforms
Ability to support new combinations of network protocols, desktop operating systems and applications.
Demonstrate strong customer service skills, ability to work independently as well as a member of a team.
Proven ability to manage projects.
Ability to produce clear communications for diverse audiences using appropriate methods.
Ability to model language and behavior that leaves others feeling valued and heard.