Technical Support Specialist II

The Technical Support Specialist II position is a multi-tiered support role - providing both front-line help desk support and more advanced technical issue resolution. This position will receive incoming technical support requests from hospital staff, create service tickets, perform troubleshooting steps, and resolve issues in a timely fashion. Additional duties include installation and maintenance of hardware and software, desktop configuration, process documentation, asset tracking, and basic network account/access maintenance. This position supports Mary Free Bed staff working at all locations (main campus, off-site facilities, and remote/home workspaces).

Essential Job Responsibilities

• Receive all incoming technical support requests from hospital staff via phone, email, or other electronic submission

• Document all incoming support requests in service ticket software

• Troubleshoot and resolve technical issues - either remotely or in person - within defined service level agreements

• Deploy hardware solutions to meet user requests and strategic project requirements

• Perform minor hardware repairs to maintain operational effectiveness of computer equipment

• Modify user-level network and software access in response to business needs

• Perform research to resolve complex technical problems

• Develop workarounds, alternatives, and interim solutions for known issues to minimize user disruption

• Provide consistent service through multiple delivery methods (phone, email, electronic support ticket, face-to-face)

• Escalate advanced technical issues to administrators or other resources for resolution

• Work directly with vendor-provided support staff to troubleshoot technical problems and facilitate timely solutions

• Clearly communicate information to technical and non-technical audiences

• Facilitate effective asset management by documenting moves, adds, and changes of IT assets

• Recommend processes and solutions to IT leadership to improve effectiveness of IT service delivery

• Lead the development and maintenance of knowledge base documentation/training materials; review and modify existing documentation to ensure accuracy and relevance

• Maintain a high level of knowledge of operating systems, business applications, and device network connectivity within an enterprise setting

• Participate in a rotating on-call schedule to provide phone-based and electronic/remote technical support outside of standard business hours (on-site support after hours required only if necessitated by a critical service disruption)

• Perform other duties as assigned by Information Technology leadership

Customer Service Responsibilities

Demonstrate excellent customer service and standards of behaviors as well as encourages, coaches, and monitors the same in team members. This individual should consistently promote teamwork and direct communication with co-workers and deal discretely and sensitively with confidential information.

Responsibilities in Quality Improvement

Contribute by identifying problems and seeking solutions. Promote patient/family satisfaction where possible; participates in departmental efforts to monitor and report customer service.

• An Associate’s Degree or equivalent certification(s) or training/work experience in the computer field

• Experience providing direct technical support to users in a business/enterprise setting

• Experience troubleshooting and correcting complex hardware and software problems

• Experience troubleshooting and diagnosing network connectivity failures

• Experience supporting standard IT business environments/tools including, but not limited to:

• Microsoft Windows desktop operating system

• Microsoft Office productivity software (local and cloud-based applications)

• Microsoft Active Directory/Group Policy

• Microsoft Outlook/Exchange or other enterprise email solutions

• Multi-line business phone systems

• IT service ticket management software

• Excellent customer service skills

• Excellent written and verbal communication skills to both technical and non-technical audiences

• Excellent organizational skills with the ability to multi-task

• Ability to follow through and complete approved projects and resolve problems to the satisfaction of the customer and within stated service level agreements/guidelines

• Ability to interact effectively with all staff (technical and non-technical)

• Reliable transportation and the ability to travel to remote sites when required

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. This is true of every employee, from support staff and leadership to clinicians and care providers.

Mary Free Bed is a not-for-profit, nationally accredited rehabilitation hospital serving thousands of children and adults each year through inpatient, outpatient, sub-acute rehabilitation, orthotics and prosthetics and home and community programs. 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.The growing Mary Free Bed Network provides patients throughout the state with access to our unique standard of care

Mission Statement

Restoring hope and freedom through rehabilitation.

Employment Value Proposition

At Mary Free Bed, we take pride in our values-based culture:

• Focus on Patient Care. A selfless drive to serve and heal connects all MFB employees.

• Clinical Variety and Challenge. An inter-disciplinary approach and a top team of professionals create ever-changing opportunities and activities.

• Family Culture. We offer the stability of a large organization while nurturing the family/team atmosphere of a small organization.

• Trust in Each Other. Each employee knows that co-workers can be trusted to make the right decision for our family, patients, staff, and community.

• A Proud Tradition. Years of dedicated, quality service to our patients and community have yielded a reputation that fills our employees with pride.