Help Desk Supervisor jobs in Kalamazoo, MI

Job Summary: Provides first line computer system technical support for Oaklawn employees and patients consistent with the Oaklawn Customer Service Model.

Essential Functions:

• Consistently uses an outward mindset and puts forth exemplary effort in accomplishing his/her goals and objectives in a manner that helps others to achieve their goals and objectives
• Establishes needs for technical requests from associates via phone and email while promoting and maintaining exceptional customer service.
• Provide initial prioritization and diagnosis of requests coming to the Help Desk.
• Documents and tracks calls using ticket tracking system. Generate requests for other members of the team when required. Proactively review and manage outstanding requests.
• Acts as a liaison between customers and the information services department.
• Answers complex or challenging calls and with distressed customers, escalating when necessary.
• Maintains clear and timely updates on outstanding items.
• Manages the creation and removal of accounts within our systems.
• Manages the set-up and distribution of equipment, software, and accessories.
• Assists in managing the solutions database as a reference to achieve faster service and more efficient ticket resolution.
• Proactively seeks opportunities to improve processes and customer service and make recommendations for improvement.
• Provides support using remote tools whenever applicable.

Minimum Qualifications: Associate degree in Information Technology or related field and one (1) year of Help Desk, Phone Support or customer service experience or a commensurate combination of education and experience).

Knowledge, Skills & Abilities: Knowledge of commonly used PC software like Microsoft Windows, Office Suite, user account administration, and Active Directory. Knowledge of PC/laptop hardware and maintenance. General diagnostic and troubleshooting skills as it pertains to PC/laptop, printers, and networking on an enterprise network. Skilled in interpersonal communication, customer service, assessing priorities, managing workload, multitasking, supporting projects, software applications, unique environments, and working under pressure. The ability to learn and stay current in an ever-changing healthcare environment.

Working Conditions: May be occasionally exposed to hazardous materials or infectious diseases.

Physical Requirements: Constantly sit, talk/hear. Frequently lift/carry 1-25lbs, occasionally stand, walk, reach, push/pull, handle/grasp/feel, bend/twist/ stoop/kneel/crouch, lift/carry 50 lbs.