Helpdesk Specialist - Onsite

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  

A Day in the Life 

• The Helpdesk Specialist assists customers in resolving issues during the first point of contact as well as triaging and promptly prioritizing and escalating open and unresolved incidents following established escalation procedures. The Helpdesk Specialist will perform those roles with consistency and accuracy in a customer focused, professional manner.   

• The Helpdesk Specialist role requires a high level of communication skill via telephone, e-mail, voicemail, chat, and in-person support channels. This position requires both troubleshooting and technical skills that allows the specialist to provide a high level of customer support. This role will also participate in IS projects and initiatives and may be required to assist in the training of new Helpdesk team members.

• Monitors, troubleshoots, and resolves first level issues in a network environment using established procedures. Other issues are escalated to analysts, engineers, or other on-call staff.

• 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 Health Care systems and services in a professional, customer focused manner. Provides concise, timely, and detailed written documentation of activities related to service requests.

• 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, etc.

• 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 to assure optimal customer support. Assists in the training of new Help Desk staff members.

What’s Required  

One of the following is required:

• Bachelor’s degree (preferably IS/Business or healthcare emphasis)
• Associate’s degree (preferably IS/Business or healthcare emphasis) with 1-year relevant experience (IS/Business or healthcare)

• 2 years' experience in healthcare or IS/Business experience.
• Experience in Information Systems (IS) and healthcare is beneficial. 

Technical Knowledge

• Keyboarding proficiency
• Intermediate knowledge of Microsoft Windows
• Familiar with command line interfaces
• Basic troubleshooting of laser printers, label printers, scanners, and fax machines
• Basic knowledge and troubleshooting skills related to TCP/IP network connectivity issues
• Troubleshooting network connectivity issues
• Intermediate knowledge of Microsoft Office
• Ability to provide clear, consistent and concise documentation of technical issues
• Experience with Active Directory

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.