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Technical Support Representative
Sgs Technical Services Private Limited - Rochester Hills, MI
posted 2 months ago
About the position
The Technical Support Representative at SGS Technical Services is responsible for providing technical support to customers for a variety of technologies, including desktops, laptops, virtual machines, and medical devices. This role involves troubleshooting, diagnosing, and resolving technical issues while ensuring the security of the organization's systems. The position requires excellent communication skills and the ability to work collaboratively with team members and other departments to achieve service excellence.
Responsibilities
- Provide technical support for desktops, laptops, virtual machines, and various software applications.
- Safeguard the security of the organization by following established procedures to prevent unauthorized access to system resources.
- Troubleshoot, research, diagnose, and resolve semi-complex technical issues or requests.
- Guide and support Service Desk Associates and communicate with departmental leadership to ensure service excellence.
- Test new technologies and support structures for integration across the team.
- Identify and handle emerging issues by responding to trends in Service Desk collaboration tools.
- Contribute to the growth and maintenance of the knowledgebase.
- Keep knowledge of processes and procedures current and respond to changes in the environment.
- Take ownership of new information and follow through by updating colleagues and documentation.
- Identify and escalate system hardware, software, or build issues for quality assurance and system stability.
- Communicate clearly and professionally via all channels with end users and colleagues.
- Demonstrate excellence in troubleshooting, knowledge, communication, and quality, and assist others as needed.
- Adhere to guidelines for attendance and timeliness, performing job duties efficiently.
Requirements
- 2 or more years of experience in Service Desk, Help Desk, or IT Support roles.
- At least 1 year of customer service experience.
- 5 years of experience in a 24/7 healthcare environment help desk or IT support position.
- Experience with ServiceNow ITSM tool usage.
- Proficiency in Apple/Mac products and Windows OS.
- Experience with Remote Access VPN and Citrix-based applications.
- Familiarity with Epic EMR and troubleshooting hardware such as printers and mobile devices.
- Knowledge of multi-factor authentication tools, such as Duo, and SharePoint.
- Strong skills in Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint.
- Experience using knowledgebases and creating/updating support documentation.
- Excellent customer service and communication skills, both written and verbal.
Nice-to-haves
- A relevant Associate's degree or higher in Information Technology or related fields.
- Experience supporting healthcare organizations.
- Experience working remotely.
Benefits
- Competitive hourly pay between $20.00 - $24.00.
- Possibility of contract extension after initial duration.
- Onsite work environment in Rochester Hills, MI.
