Helpdesk Associate - HYBRID in Traverse City

Company Description

More Than Just Care, It’s Community  

Imagine doing meaningful work in a place where people vacation. That’s life at Munson Healthcare - northern Michigan’s largest healthcare system, with eight award-winning community hospitals serving over half a million residents across 29 counties.  

If you want a career in healthcare and a lifestyle most people only dream about – with freshwater lakes, scenic trails, charming downtowns, a vibrant arts scene, and endless outdoor adventures - you might just be Munson Material. To us, that means teammates who live by our values of excellence, teamness, positivity, creativity, and a commitment to creating exceptional experiences for our patients and each other. Join a team that delivers outstanding care in one of the most beautiful regions in the country.

Invested in You  

• Grow: Tuition reimbursement, in-person and online development, and access to our career hub to help you advance. 

• Thrive: Full benefits, paid holidays, generous PTO, employee discounts, and free individual retirement counseling.  

• Be Well: Free wellness platform for you and your family, plus personalized support for personal or family challenges. 

• Be Heard: Share your ideas and help shape the way we work through improvement huddles, employee surveys, and town hall meetings  

Job Description

A Day in the Life 

A Help Desk Associate works under the general supervision of the Help Desk/IS Management. This position assists customers in resolving issues during the first point of contact as well as triaging, promptly prioritizing and escalating open and unresolved problems following established escalation procedures. A Help Desk Associate will be required to provide verbal, written and interpersonal support to our customers in a customer focused, professional manner. Forms of communications will include telephone, E-Mail, voicemail, chat, and in-person support channels. This is an entry level position for individuals who have met the minimum qualifications/requirements. 

• A Helpdesk Associate assists customers in resolving issues during the first point of contact as well as triaging, promptly prioritizing and escalating open and unresolved problems following established escalation procedures. 

• A Helpdesk Associate will be required to provide verbal, written and interpersonal support to our customers in a customer focused, professional manner. Forms of communications will include telephone, e-mail, voicemail, chat, and in-person support channels. 

• Performs Help Desk functions including providing phone support, escalating calls, updating Help Desk status line, etc 

• Provide first line support for all users of Munson Healthcare systems and services in a professional, customer focused manner 

• Provides operational support of technology 

• Provides concise, timely, and detailed written documentation of activities related to service requests 

• Assists in maintaining technical documentation of department processes and procedures 

• Monitors, troubleshoots, and resolves first level issues in a network environment using established procedures; Other issues are escalated to appropriate IS Team, Analysts, or on-call staff 

• Monitors, troubleshoots, and resolves first level problems related to hardware, operating systems, applications, interfaces, and non-clinical processes in a multiplatform environment following documented procedures 

• Documents hardware and software problems when they occur, contacts the appropriate IS team or analysts, and acts as a contact person throughout the resolution process 

• Assists with installation or re-installation of PC software via remote control 

• Performs pre-defined Help Desk functions during downtime procedures, including but not limited to providing phone support, escalating calls, relaying pertinent information to command center, and updating Help Desk status line 

• Endeavour to meet the established first call resolution rate by increasing knowledge and proficiency with established systems 

• Works to assure established Team Goals are met 

Qualifications

What’s Required  

• High school diploma or GED required.  

• Associate's degree in Information Systems, Business or Healthcare is preferred. 

• Technical knowledge:

  • Keyboarding proficiency

  • Basic knowledge of Microsoft Office programs and Microsoft Windows

  • Basic knowledge and troubleshooting skills for laser jet, ink jet, and label printers, scanners, and fax machines
  • Basic knowledge and troubleshooting skills related to computer hardware and software
  • Basic knowledge and troubleshooting skills related to TCP/IP network connectivity issues

Additional Information

Schedule: 4 weeks onsite training and then hybrid 2-3 days onsite per week. Must be open to multiple shift times with the latest ending at 1AM. 

Every other weekend OR every third weekend - must be open to both! 

Are you Munson Material? Apply today! 

Munson Healthcare requires all employees be vaccinated or have lab confirmed immunity for Measles, Mumps, Rubella and Varicella. MHC also requires all employees to receive a flu vaccine during the flu season in the year that they are hired and annually thereafter, or receive an approved medical or religious exemption.

Munson Healthcare requires all employees be vaccinated or have lab confirmed immunity for Measles, Mumps, Rubella and Varicella. MHC also requires all employees to receive a flu vaccine during the flu season in the year that they are hired and annually thereafter, or receive an approved medical or religious exemption.