Help Desk Representative

Summary

The Help Desk Specialist is responsible for all activities relating to the operations and administration of a centralized help desk. They receive calls, log them, determine their priorities, and route the calls to the appropriate resources for resolution. They also provide over‑the‑phone problem resolution within established guidelines. To facilitate their ability to provide over‑the‑phone problem resolution, the help desk specialist utilizes and manages a problem tracking and knowledge management system.

The Help Desk Specialist will perform various computer operations tasks as required.

• Identify and resolve password, device and communication calls. (20%)
• Provide assistance with major application connectivity and use within established guidelines. (20%)
• Identify and resolve printer problems within established guidelines. (20%)
• Identify and resolve problems and answer questions related to the use of Microsoft Office products within established guidelines. (20%)
• Identify and resolve personal computer startup and use problems within established guidelines. (20%)

• Triage and assign problems that the customer cannot otherwise resolve.
• Manage the problem tracking and knowledge management system.
• Attend and participate in department, group and other project or committee meetings.
• Provide help desk, customer service and technical training as necessary.
• Perform various computer operations tasks as required.
• Demonstrate competency in Microsoft® Windows. May be required to participate in further learning opportunities offered by My Michigan Health.

• High School Diploma or equivalent required.
• Associate’s Degree or Bachelor’s Degree in Management Information Systems preferred.
• End‑user computing help desk support experience preferred.
• Knowledge of Microsoft Windows and Office products, basic PC hardware knowledge preferred.
• One (1) to two (2) years of experience providing technical support on common computer hardware and software required, based on education.
• Excellent written and verbal communication and customer service skills. Independent problem solving.
• Mandatory OSHA training must be completed annually according to the Exposure Control Plan.

• Exposure to stressful situations, including those involving public contact, trauma, grief and death.
• Must be able to wear personal protective equipment that includes latex materials or an appropriate substitute if required for the position.
• Must be able to move freely about the facility with or without an assisted device and must perform the functions of the job outlined in the description.
• Overall vision and hearing necessary, with or without assisted devices.
• Frequently required to sit/stand/walk for long periods of time; may require frequent postural changes such as stooping, kneeling or crouching.
• Some exposure to blood‑borne pathogens and other potentially infectious material. Must follow My Michigan Health blood‑borne pathogen and TB testing as required.
• Ability to handle multiple tasks, get along with others, work independently, maintain regular and predictable attendance and stay awake.
• Overall dexterity required for handling, reaching, grasping, fingering and feeling. May require repetition of these movements on a regular to frequent basis.
• Physical demand level:
  Sedentary. Must be able to occasionally lift or carry 0–10 lbs.