Job Opportunity
Job ID:48137 Positions Location: Carson City, MI Job Description General Purpose of Job:
Description:
Positions Location: Carson City, MI Job Description
General Purpose of Job: Under general supervision, provides Level II (field) support to end-users for PCs, hardware, software, and peripheral devices. Handles problems that the Level I (phone) support is unable to resolve. May interact with network services, desktop services and applications teams to correct problems and identify issues. Simulates or recreates user problems to resolve operating difficulties. Essential Duties: This job description is intended to cover the minimum essential duties assigned on a regular basis. Associates may be asked to perform additional duties as assigned by their leader. Leadership has the right to alter or modify the duties of the position.
- Respond to incidents and requests within agreed upon Service Level Agreements (SLA).Provide Level II (field) support for incidents and requests, using current reporting system, include clear and concise problem descriptions and/or resolution comments when working, communicating with caregivers and closing the support ticket or referring to next level support.
- Provide diagnoses and repair of PC hardware, software, and peripheral devices.
- Understand and maintain a working knowledge of Windows and Windows based software applications.
- Participate in periodic on-call rotation and variable weekend hours. Respond to Pages within specified timeframe.
- Exhibit strong customer service.
- Review and update dation and and troubleshooting steps.
- Create and edit Knowledge Base articles for common troubleshooting steps and installations steps, for future usage.
- Transporting equipment using Sparrow services and/or associate's own vehicle
- Assists with ensuring systems are built and delivered in a timely fashion. Provide initial setup and user profile configuration.
- Escalates issues to Level III support when appropriate
- Report recurring Incidents to Level III support team(s), so that permanent solutions can be found and implemented system-wide
- Works to continually improve systems or applications through installations, upgrades, configuration changes, and error management under the direction of Information Technology leadership
- Provides personalized technical support to executives, physicians, and board members
- Follow policies and procedures to maintain department protocol.Provide support to remote caregivers over the phone, or using Remote Access Software
- Under the direction of Information Technology Leadership or Level III support, write, and use, PowerShell scripts for various system tasks such as network troubleshooting, device management, and application installation
- Collaborate with peers across multiple teams to ensure support for applications and devices throughout the health system.
Job Requirements
| General Requirements |
* A+ Certification * Microsoft certifications - MCDST, MCP, preferred |
| Work Experience |
* At least one year of experience in a Helpdesk Level II (field) support role. |
| Education |
* High school diploma or GED. * Associate's degree preferred. |
| Specialized Knowledge and Skills |
* Knowledge of Operating Systems software required. * Demonstrated oral and written communication skills, problem-identification, and problem-solving skills. * Strong customer service skills. * Positive, cooperative, motivated attitude. * Understanding of general networking and topology architectures * Understanding of Microsoft operating systems and software * Demonstrates ability to use a keyboard as may be required to perform the essential duties of the job. |
University of Michigan Health - Sparrow is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.
Job Family
Information Technology
Requirements:
| Shift |
Days |
| Degree Type / Education Level |
High School / GED |
| Status |
Full-time |
| Facility |
Match Any |
| Experience Level |
New Grad |
|
Sparrow Health System
Jun 13, 2025