Ciena Healthcare Management - Southfield, MI
posted about 2 months ago
Full-time
Southfield, MI
Nursing and Residential Care Facilities
About the position
The IT Help Desk Specialist at Ciena Healthcare Management is responsible for providing first-level contact assistance to employees regarding technical issues related to desktop computers, networking, applications, and telecommunications. This role requires strong problem-solving skills and the ability to prioritize and communicate effectively in a 24/7 enterprise environment.
Responsibilities
- Answer calls filtered into the Help Desk hotline and assist with employee walk-in issues.
- Support and maintain desktops, laptops, mobile phones, printers, and peripherals on the corporate network.
- Document all support tickets in the Ciena ticketing system, acknowledging, troubleshooting, and resolving assigned tickets; escalate when necessary, especially in system down situations.
- Create, delete, and modify user accounts and Active Directory entries, including logging and documentation of all equipment, repairing old equipment, and configuring new equipment and data backups.
- Facilitate moves, additions, and changes of computer-related equipment as required.
- Assist next level IT support staff as necessary.
- Participate in on-call (late night) rotation for helpdesk staff.
- Perform additional specific helpdesk tasks as assigned by Helpdesk Supervisor or CITO.
Requirements
- Associate's degree in Information Technology or equivalent work experience or certificates.
- Previous experience supporting a Microsoft Windows environment.
- Basic IP network troubleshooting competence.
Nice-to-haves
- Experience with cell phone setup.
