Service Desk Technician

MPHI is a Michigan-based and nationally engaged, non-profit public health institute. We are a team of teams, process and content experts, dedicated to building A world where tomorrow is healthier than today!

Title: Service Desk Technician

$20.00 - $24.00 / Posted Thru: 11/7/2025

Location: In-Person - Okemos, MI Office

Purpose: Responsible for all phases of End User Device support at Michigan Public Health Institute (MPHI) while maintaining the highest level of customer satisfaction.

Duties and Responsibilities:

• Receive, process, respond to, and escalate trouble tickets/issues on equipment and technology issues for resolution.
• Assist with user account issues, including, but not limited to, password resets, locked accounts (AD, ADFS and SAP), assisting in the setting up of MFA for user accounts.
• Shipping, receiving and inventory.
• Follow documented Service Desk procedures.
• Participate in a Service Desk Call Queue answering trouble calls.
• Log all Service Desk interactions in the IT Service Management software.
• Diagnose & repair workstations and locally connected peripherals.
• Perform local and remote testing on equipment, including running software programs to diagnose faults.
• Perform all functions required to prepare workstations for new employees including software installation and peripheral devices.
• Wipe and re-install workstations when necessary or when re-assigning workstations to a different user.
• Participate in software and hardware equipment accountability.
• Research, evaluate, and recommend software and workstation equipment.
• Assist management with policy drafting and updates.
• Maintain strong proficiency in all Microsoft Office products, Microsoft Windows products, OCR/scanning software and informally trains program staff in these areas when needed.
• Install, maintain, and troubleshoot iPhones, Androids, and mobile devices.
• Install, maintain, and troubleshoot Microsoft 365 as well as other 3rd party applications.
• Maintain a positive, strong, credible, professional, and interpersonal relationship with all parties relevant to MPHI projects and always represents the best interest of MPHI.
• All other duties as assigned.

Qualifications/Requirements:

Education: A+ Certification, equivalent degree, certification, or 2 to 3 years computer desktop support experience.

Experience: Experience and training in PC troubleshooting and repair, Windows 11 and above, Microsoft Office Professional; Outlook, Internet Explorer and ITIL foundation.

Important Skills and Characteristics: This is a position requiring personal integrity, dedication, creativity, flexibility, initiative, and being able to work well in team situations. Self-motivated, able to complete work in timely manner, and handle multiple tasks at one time with minimal supervision. Substantial experience with PC Operating Systems, hardware and software knowledge of windows application development is preferred. This position also requires excellent organization and communication skills with a strong emphasis on customer service.

Work Environment and Physical Requirements: Job may require moderate physical effort including lifting materials and equipment of <50# and involves viewing a computer monitor 50% to 75% of the time; flexibility to crawl, stretch and reach for wiring under furniture; and maneuvering office furniture (wearing a back brace). Standard office environment. May require valid vehicle operator's license where needed to perform duties of the position. This job requires being in constant communication during work hours, with MPHI through use of a mobile device.

RESPONSIBILITY FOR THE WORK OF OTHERS: No assigned responsibility.

IMPACT ON PROJECTS, SERVICES AND OPERATIONS: This position has a direct impact on the quality of services provided by MPHI to MDHHS.End User Device Support - Assist in the maintenance of MPHI computer equipment operations, ensuring the hardware and software productivity tools of all staff are functional to fulfill their daily project requirements. Provide technical support and share expertise with all MPHI Offices. Meet the needs of MPHI projects in a timely manner, maintain professional relationships, and enhance potential future contracts with clients. Assist in the maintenance of MPHI's website and Intranet, ensuring that both sites are online and available.

REQUIRED COMMUNICATION

Contact Person / Group
Network Administrators	As Needed	Work with Network Administrators to address network and network application issues
Systems Administrators	As Needed	Work with System Administrators to address system application issues
Service Desk Supervisor	Daily	Updates on status of work assignments and all related activities
Manager, End User Services	Daily	Updates on status of work assignments and all related activities
Director, IT Operations	As Needed	Updates on status of work assignments and all related activities

"For purposes of employment standards, this classification is "Non-Exempt" from overtime provisions of the fair Labor Standards Act."

MPHI works with you to promote health for everyone. Together, we will build a world where tomorrow is healthier than today!

MPHI is an EEO employer that participates with e-verify.