IT Support Technician

THIS IS AN ENTRY LEVEL POSITION!

Michigan Institute of Urology is a 20-location private Urology practice with over 500 employees. We are seeking a detail-oriented, thorough, and organized help desk employee to join our growing team. In this position, you will be responsible for providing technical assistance and support to MIU physicians and employees with computer systems, hardware, and software issues. You will also a part of the team responsible to assist patients access their patient portal account.

IT Support Technician Duties and Responsibilities

· Serve as the first point of contact for employees seeking technical assistance

· Monitor and respond quickly and effectively to requests received through the IT helpdesk by phone, email and chat.

· Provide technical assistance and support for incoming concerns and issues related to systems, software and hardware

· Installing, configuring, and maintaining software and hardware components of computers

· Installing, configuring, and maintaining printers, scanners and other peripherals as needed.

· Maintaining, organizing and distributing IT inventory

· Manage new/existing user accounts in active directory and various business systems

· Assist patients access their patient portal account

· Create step-by-step training material with screenshots for clients

· Report significant and recurring issues to the tier-2 support team and software vendors

· Create tickets and follow up with outside vendors including ISP and software vendors.

· Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customer to ease in troubleshooting

· Other duties to be assigned as required

Requirements and Qualifications

· High School Diploma higher education

· Proven experience as a Help Desk Technician or other customer service role

· Ability to remotely diagnose and resolve basic computer/technical issues

· Excellent communication and “customer service” skills

· Keen attention to detail, memory of patterns, and interest in problem-solving

· Good understanding of computer systems, mobile devices, and other tech products

· Familiarity with Microsoft 365 products preferred

· Must be able to travel to various MIU locations

· Must be able to routinely lift boxes and IT equipment as necessary