Arbor Hospice · 6 hours ago
Help Desk Lead
Ann Arbor, MI
Full-time
Onsite
Mid Level
3+ years expArbor Hospice is seeking a Help Desk Lead who will provide guidance and support to Help Desk Technicians while ensuring best practices for end-user support. The role involves mentoring staff, process improvement, and managing support requests effectively.
Health CareHealth DiagnosticsNon Profit
Responsibilities
Works closely with Help Desk Technicians to ensure all support requests are responded to and closed in an acceptable timeframe
Identifies opportunities for process improvement with regards to end-user support
Recommends, coaches and/or provides assistance and ensures properly functioning equipment and software usage, referring to the appropriate technical resource as needed
Effectively identifies and triages issues which are outside the defined scope of practice
Accurately enters all information related to request and resolution into the Help Desk ticketing system
Develops and maintains various Help Desk ticket reports to assist with tracking request resolution, identifying patterns of requests and support staff productivity
Installs, configures and supports personal computers, printers, mobile devices and networking equipment
Assists IT staff in ordering, assigning, tracking and repairing smartphones, laptops, and other field devices
Assists in identifying technology training needs for staff
Schedules approved software installation/equipment upgrade as requested
Maintains appropriate confidentiality of all information that may be accessible through NorthStar Care Community systems
Participates in individual, team, departmental and organizational process improvement efforts, as assigned
Collaborates with local site contacts to ensure sufficient inventory levels are being met for backup / spare technology equipment
Initiates and coordinates the communication, and follow-up calls, between internal and external customers necessary to ensure successful department operations
Proactively problem solves, anticipates needs, and initiates solutions for both internal and external customers that support successful department operations
Performs various support and administrative tasks for IT, such as Network/Service Access Requests (NARS), equipment preparation/dispatching/mailing for repair
Maintains knowledge and skills in repair and maintenance of personal computers, printers and networking equipment
Adjusts to changes in workload and schedules based on changing departmental and organizational priorities
Participates in internal and external education, training, in-services and other activities to promote personal and professional growth
Adheres to organizational Code of Conduct policies and procedures and all regulatory and legal requirements
Adheres to C.A.R.E. Model of Service: courtesy, acknowledgement, response and empathy
Qualification
Required
Associate's degree in computer science or a related field or equivalent combination of education and experience preferred
Minimum of three (3) year of experience in network, hardware, and application support; previous Help Desk experience preferred
Must possess technical aptitude for learning new and complex systems that will ultimately be supported
Must have hands-on experience with Microsoft Windows operating systems
Must be able to effectively communicate with support group peers as well as service customers with all levels of technical ability
Ability to read, write and speak English fluently
Must be capable of maintaining a high degree of efficiency and accuracy, be motivated, energetic, and resourceful and maintain strict confidentiality
Must possess excellent interpersonal skills, sound judgment, effective organizational, prioritization and follow-through skills, attention to detail, tact, dependability, emotional intelligence and the ability to promote positive, constructive relationships with communication and collaboration at all levels with the ability to maintain confidentiality
Must be able to work variable hours/shifts and/or days, including weekends. Must have the ability to occasionally work extended days, as necessary
Must be able to participate in off-hours support 'on-call' rotation
The physical and sensory demands of the position include: vision, effective speech and hearing for extensive telephone contact; repetitive motion; driving or riding in a motor vehicle; standing, sitting, walking, bending, reaching, and stretching; and lifting up to twenty five (25) pounds unassisted
Must have reliable transportation
Must be eligible to work in the United States
Company
Arbor Hospice
Arbor Hospice is a nonprofit organization that provides healthcare services.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Robert Cahill
President & CEO
Recent News
2023-04-19
Company data provided by crunchbase