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Spectrum Health IS Service Desk Customer Support Technician in Caledonia, Michigan

Job Summary

Under direct supervision, provides technical advice, guidance and formal or informal training to customers using hardware and software programs. While building a general understanding of services provided and departmental functions, helps colleagues troubleshoot and restore service or gather and document information for next level support. Helps perform root cause analysis and develop checklists for typical problems. May assist in recommending procedures and controls for problem prevention. Contributes to maintenance of knowledge database and call tracking database to enhance quality of problem resolution. May request procedures (or changes to procedures) for problem prevention and control. Works in a team setting, sharing information and assisting others with calls.

Essential Functions

  • Working with direct supervision, in a fast-paced, changing environment, and while meeting or exceeding the defined levels for service and customer satisfaction, serves as the first point of Information Services (IS) contact for Spectrum Health users who report hardware or software issues.

  • Following the appropriate processes, policies and procedures, creates concise, timely and detailed written documentation of activities related to service requests, which include incidents, requests and change orders.

  • Demonstrates excellence in customer service skills, including patience, empathy, good listening and follow through. Utilizes general knowledge of services and departmental functions, along with experience and established triages (or other knowledge) to resolve routine issues or provide mini training sessions for users. May collaborate with more experienced colleagues as a team to resolve technical issues, and when needed, follow the documented processes for escalation. Performs service restoration analysis to facilitate the quick return of functionality to users, even when the cause of an issue is not yet determined or fixed. Remains alert for emerging call patterns as an indicator of trends or systemic issues.

  • Documents best practices and triages when appropriate, and works with various technical teams to create or to improve documentation, and controls to prevent future problems. Contributes to the maintenance and support of both the knowledge and call tracking databases.

  • Looks for opportunities to learn from more experienced Customer Support Technicians.


  • Required High School Diploma or equivalent

  • Preferred Associate's Degree or equivalent /Technical school or equivalent

  • Less than 2 years experience in related field Required

  • Experience with clinical information systems and environments Preferred

Primary Location

SITE - 4700 60th St - Grand Rapids

Department Name

Servicedesk - Priority Health

Employment Type

Full time


Day (United States of America)

Weekly Scheduled Hours


Hours of Work

8:30a - 5:00p

Days Worked

Monday - Friday

Weekend Frequency


CURRENT SPECTRUM HEALTH TEAM MEMBERS – Please apply through Find Jobs from your Workday team member account. This career site is for Non-Spectrum Health team members only.

Spectrum Health is committed to providing a safe environment for our team members, patients, visitors and community. That is why we require a drug-free workplace and various vaccinations as a requirement for employment.Spectrum Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, sexual orientation, veteran status, or any other legally protected category.An interconnected, collaborative culture where all are encouraged to bring their whole selves to work, is vital to the health of our organization. As a health system, we advocate for equity as we care for our patients, our communities, and each other. From workshops that develop cultural intelligence, to our inclusion resource groups for people to find community and empowerment at work, we are dedicated to ongoing resources that advance our values of diversity, equity, and inclusion in all that we do. We invite those that share in our commitment to join our team.If you are a qualified individual with a disability, you may request assistance in completing the application process by calling 616.486.7447. We are committed to granting reasonable accommodations in accordance with applicable laws.