Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, isolates problem, and determines and implements solution.

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

• Respond to requests for technical assistance in person, via phone, and electronically
• Diagnose and resolve technical hardware and software issues
• Ask questions to determine nature of problem
• Create and disable/expire user accounts
• Track and route problems and requests and document resolutions
• Identify and escalate situations requiring urgent attention
• Utilize help desk software
• Ability to communicate well and train users on proper use of products
• Stay current with system information, changes and updates
• Assist in other administrative areas, as assigned by supervisor
• Availability to work occasional overtime on weekends or evenings to complete time sensitive projects
• Acquires knowledge for new technology and policy/procedure revisions
• Will assist with all classroom and conference room technologies
• All other duties as assigned

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required. 

EDUCATION AND/OR EXPERIENCE: 

• Associate’s degree preferred and/or minimum two years’ experience in an IT helpdesk environment.
• Advanced knowledge and proficiency in fundamental operations of relevant software, hardware and other equipment

OTHER SKILLS AND ABILITIES: 

• Must have excellent customer service skills
• Ability to pay attention to detail, be adaptable and handle stress in a fast paced environment
• Knowledge and proficiency in grammar and spelling skills
• Ability to effectively communicate with others verbally and in writing
• Ability to meet assigned deadlines
• Ability to interpret, comprehend, and transmit complicated and detailed instructions accurately
• Demonstrates the ability to recognize priorities in organization of work flow.
• Able to perform duties independently, with a minimal need for direct supervision

WORK ENVIRONMENT:

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. 
• The employee regularly works in a clean, well-lighted, temperature controlled, and smoke-free environment.  The noise level in the work environment is usually moderate.  Minimal risk of exposure to noxious substances and infectious agents. 

PHYSICAL DEMANDS:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 
• The employee must be able to perform a combination of sitting, standing and walking. 
• Must have the ability to hear within normal range and possess the physical capability and hand dexterity to operate basic office equipment. 
• Occasionally lifts average of 30 pounds.

INTERPERSONAL REQUIREMENTS

• Exhibits a commitment to the values expressed in the medical school mission, vision and values; Educational Pledge; Code of Professional Conduct; and building a supportive learning and working environment with a positive attitude at the work place and toward their job.
• Demonstrates excellent interpersonal skills and ability to interact in a positive and helpful manner with all constituents both internally and externally in a culture of collaboration, innovation, and accountability.
• Ability to work effectively on group projects with internal and external customers in a collaborative manner.
• Applies knowledge of principles and process for providing exemplary stakeholder service and support. This includes assessment of stakeholder needs, meeting quality standards for services, and evaluation of stakeholder satisfaction.
• Maintains the confidentiality of all patient, employee, physician, student, and institutional information.
• Supports and assists enhancing the diversity, culture and inclusiveness of the medical school.

About Western Michigan University Homer Stryker M.D. School of Medicine (WMed)

We are committed to excellence and health equity through transformative medical education, high-quality, patient- and family-entered care, innovative research, and community partnerships within a just culture of diversity, equity, inclusion, and belonging. Our vision is health equity for all in Southwest Michigan through innovation in the practice and study of medicine.

The medical school is a collaboration of Western Michigan University and Kalamazoo's two teaching health systems, Ascension Borgess and Bronson Healthcare. The medical school is a private nonprofit corporation supported by private gifts, clinical revenues, research activities, tuition, and endowment income. WMed is the recipient of a $100 million foundational gift and the Empowering Futures Gift, a philanthropic commitment of $300 million to support the mission of the medical school. WMed contributes to the economic vitality of Southwest Michigan through the services we provide as well as the creation of 1,600 new jobs and an annual estimated economic impact of $353 million in Kalamazoo and Calhoun counties.

WMed is fully accredited by the Liaison Committee on Medical Education and the Higher Learning Commission. The medical school offers a comprehensive, innovative four-year Doctor of Medicine degree program and a Master of Science degree program in Biomedical Sciences. We train physicians in 10 residencies and five fellowships accredited by the Accreditation Council for Graduate Medical Education. To support our educational mission, we have Joint Accreditation for interprofessional continuing education, which incorporates accreditation by the Accreditation Council for Continuing Medical Education.

WMed Health is the clinical practice of the medical school with more than 300 providers offering comprehensive primary care and specialty services in several locations throughout the Kalamazoo and Battle Creek areas. Faculty in the Department of Pathology serve as the Office of the Medical Examiner for counties throughout Michigan and northern Indiana.

The W.E. Upjohn M.D. Campus located in downtown Kalamazoo serves as the primary educational facility with student study and social spaces, team-based learning halls, faculty and administrative offices, a state-of-the-art Simulation Center accredited by the Society for Simulation in Healthcare, basic science research labs, as well as toxicology and forensic pathology labs.

WMed builds upon Kalamazoo’s century-long foundation of drug discovery and medical device development with a strategic investment in clinical, laboratory, community, and educational research. The Center for Immunobiology, Center for Clinical Research, Research Histology Lab, Innovation Center, and Human Research Protection Program contribute to the medical school’s advancement of knowledge through innovation and discovery. 

Western Michigan University Homer Stryker M.D. School of Medicine is an Equal Employment Opportunity/Affirmative Action employer of females, minorities, individuals with disabilities, and protected veterans, and actively strives to increase diversity within its community. We provide a drug- and tobacco-free workplace. 

EEO Minorities/Women/Disabled/Protected Veterans.