IT Help Desk - Plymouth, Michigan

Position Summary:

Our IT Help Desk Specialist is a hybrid role, providing front-line support and onsite services such as installations, maintenance, and troubleshooting. The position requires strong skills in electronics, software, and networking, along with excellent communication and client relationship management abilities. This role requires working onsite 3 days per week.

Essential Duties/Responsibilities:

• Respond to service tickets in Birdi’s IT Service Management (ITSM) tool and be on a rotational call
• Test, evaluate and recommend new products, solutions and services for suitability to Birdi needs
• Image, configure, wipe, update and/or optimize Windows desktop systems
• Perform site preparation, installation, conditioning setup, and testing
• Participate in preventative maintenance and consumable parts replenishment programs
• Assist with incidents and Root Cause Analysis (RCA)
• Available to perform shift work on evenings and weekends as required
• Ability to collaborate across all organizational levels to resolve critical issues effectively.
• Ability to work with partner vendors and maintain status of new and existing orders
• Ensure the accurate and timely completion of work orders, expense reports, timesheets, inventory, etc.
• Contribute and support the Incident Management Report process
• Maintain knowledge of HIPAA and ePHI controls and standards
• Other duties as assigned

Required Skills/Abilities:

• Expert knowledge of PC operating systems such as Microsoft Windows
• Strong interpersonal and customer service skills
• Strong data analysis skills
• Experience with cloud platforms like Office 365.
• Familiarity with IT ticketing and support management systems.
• Ability to maintain confidentiality of information and data in accordance with policies
• Ability to exercise considerable judgment, maintain confidentiality, and act in a diplomatic manner
• Ability to independently identify, research and resolve issues
• Valid driver’s license in good standing, insurance, and a reliable vehicle
• Effective verbal and written communication skills
• Experience with remote access tools to assist users in different locations.
• Ability to diagnose and fix issues related to desktops, laptops, printers, and other peripherals.
• A decisive individual who possesses a strategic focus as well as an operational, implementation, and detail-oriented perspective
• Sound technical skills, analytical ability, good judgment, and strong operational focus
• Ability to work with peers in a team effort
• A well-organized and self-directed individual who can work with minimal amount of supervision
• Capability to efficiently complete tasks in a fast-paced environment
• Ability to work extended hours, weekends, and holidays in alignment with departmental and industry demands
• Ability to lift, pull, push containers up to 50 pounds and manipulate equipment which requires strength, gross motor and fine motor coordination.

Education/Experience:

• High school diploma and at least 4 years of relevant experience
• Experience at in-field installation and client facing support position
• Proficiency in Microsoft Windows OS, Microsoft Office 365.

Preferred Skill/Abilities:

• A Certified (or similar).
• Network (or similar)
• Knowledge of VOIP systems
• Prior experience in health care is an asset.

Work Environment/Physical Requirements:

• This is a full time in office position, with minimal exposure to excessive noise or adverse environmental issues, and occasional local travel, including exposure to heat, cold, and inclement weather conditions.
• Environment is split between office work and a operational production/warehouse, with exposure to some noise and machinery.

Benefits:

BirdiRx offers a comprehensive benefits package designed to meet the diverse needs of our employees. Our offerings include:

• Competitive health coverage (medical, dental, vision)
• Paid time off and holidays
• Retirement savings options
• Wellness and support programs
• Opportunities for career growth

Equal Employment Opportunity Statement:

BirdiRx is an Equal Opportunity Employer. We value diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable law.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.