The Helpdesk Support Agent is responsible for handling first-level support to Workit Health team members and patients who work in local and remote locations. This role will provide hardware and software support solutions to end-users in a professional and timely manner. The Help Desk Support Agent will provide on-call support for all end-users. This position reports to our IT Support Manager.

Hours: 30 hours/week, Part-time

Location: Ann Arbor, MI or Remote

Shift: 9am - 8 pm (varies) M-F = 30 hours a week

Core Responsibility

  • Provide first-level phone/video support for Workit Health team members and patients
  • Fast resolution for Workit Health team members and patients
  • Responsible for managing reported IT issues
  • Provide occasional off-hours support
  • Will answer 10-30 incoming calls (depends on the call volume)
  • Train end-users on the use of various software, including Workit Health’s EMR and integrations
  • Create and maintain IT documentation
  • Support patching/maintenance for hardware and software
  • Monitor and provide support for hardware concerns, including shipping and receiving hardware to team members
  • Monitor and maintain critical system backups
  • Support deployment of new technologies, hardware, and software
  • Self-manage and prioritize to meet deadlines with quality results
  • Support a positive work environment that promotes service to the business, quality, innovation, and teamwork and ensures timely communication of issues/points of interest

Other Duties and Responsibilities

  • Continuous improvement of technologies
  • Other duties as assigned

Minimum Qualifications

  • Candidates with either a college degree in a related field or an equivalent amount of experience for this position are preferred
  • 2-3 years of experience providing desktop computer support
  • Help desk experience: 2 years (required)
  • Experience in a customer-facing realm supporting tech challenges
  • Experience supporting Windows and Apple operating systems (Windows 10, Windows 8, Windows 7, Apple OS X/macOS)
  • Experience with Chromebooks is a plus
  • Experience supporting remote users, including both satellite office, and work-at-home employees
  • Experience with desktop imaging, preferably WDS/Microsoft Deployment Toolkit
  • Experience with IT security, including encryption, multi-factor authentication, etc
  • Experience debugging and troubleshooting video conferencing

Additional Knowledge, Skills, and Abilities

  • Learn quickly
  • Ability to multitask, collaboration oriented
  • Leadership skills with an energetic and “can-do” attitude
  • Excellent verbal and written communication skills
  • Strong project management, time management, and organization skills
  • Enjoy working with a team
  • Ability to cope well with rapid changes

Benefits

Generous PTO 

Excellent health, dental, and vision insurance with options to fit you & your family’s needs

401k + Matching

Short Term Disability

Maternity + Paternity Leave

Personalized Coaching Platform and more!

The opportunity to work with a dynamic, fun, and inclusive team that is dedicated to the addiction space!

Skills

Help Desk
Customer Support
Debugging
Operating Systems
Communications
Wireless Distribution Systems
Multitasking
Encryption
Mac OS
Teamwork
Written Communication
Help Desk Support
Multi-Factor Authentication
Shipping and Receiving