Technical Support/ Help Desk Specialist

We have the great privilege of helping patients and families re-build their lives. It’s extraordinarily meaningful work and the reason we greet the day with optimism and anticipation. When patients “Ask for Mary,” they experience a culture that has been sculpted for more than a century. Our hallmark is to carefully listen to patients and innovatively serve them. Mary Free Bed is a not-for-profit, nationally accredited, rehabilitation hospital with 167 inpatient beds – 119 acute and 48 sub-acute. There are numerous outpatient programs as well as home and community services. With the most comprehensive rehabilitation services in Michigan and an exclusive focus on rehabilitation, Mary Free Bed physicians, nurses and therapists help our patients achieve outstanding clinical outcomes.

• Performs secondary level investigation and resolution of complex helpdesk tickets as well as other helpdesk tickets in the system.
• Develops workarounds and interim solutions for known issues to minimize user disruption.
• Evaluates various alternatives to resolve known issues and recommend best course of action to IT Leadership.
• Serves as lead in the development and maintenance of knowledgebase; determines what documentation should be added, and reviews and modifies existing documentation to ensure it remains current.
• Manages Desktop images including creating, updateing and applying security patches to the image files.
• Responsible for asset management of desktop computers (moves, adds, changes) and updates the asset database.
• Maintains high level of knowledge of business line applications, workstation and server operating system, Active Directory and clear understanding on networking.
• Helps build and manage Active Directory accounts.
• Coordinates and implements training for employees on network usage and application software.
• Provides technical and implementation support to network users.
• Performs installation and minor repairs to hardware.
• Performs other duties as assigned by the Information Technology Manager.

• A Bachelors Degree or equivalent background and work experience in the computer field.
• Excellent organizational skills with the ability to multitask.
• Excellent customer service skills
• Ability to follow through and complete approved projects and resolve problems to the satisfaction of the customer.
• Experience diagnosing network failures.
• Experience troubleshooting and correcting complex hardware and software problems.
• Knowledge of Active Directory.
• Ability to interact effectively with all staff (non-technical and technical).
• Ability to follow through and complete approved projects and resolve problems to the satisfaction of the customer.
• Ability to plan and design training classes.
• Excellent written and verbal communication skills to both technical and nontechnical audiences.
• Physical Demands - Able to exert up to 35 pounds of force occasionally (up to 1/3 of the time); to lift, carry, push, pull, up to 35 pounds occasionally; to sit for the majority (1/3 – 2/3) of the time, but may involve brief periods of time involving walking or standing; to use keyboard frequently (1/3 to 2/3 of the time.