Description
***Actual offered hourly wage will depend on experience of the applicant***
Summary of Position:
The Helpdesk Supervisor is responsible for overseeing the daily operations of the Information Services helpdesk to include both the IT and EPIC support teams. The Helpdesk Supervisor will serve as the first escalation point for complex work requests while providing support to staff as a general subject matter expert.
Qualifications
Education:
• Associate's degree in computer science, Business, Healthcare, or related field required; Work experience in related role(s) may be substituted for education on a year-for-year basis.
Experience:
• Five years of work experience in IT-related role required.
• Prior experience working in a hospital or healthcare related setting preferred.
• Prior experience in a lead or supervisory role preferred.
• Prior experience working with EPIC or other EHR platforms preferred.
Knowledge/Skills/Abilities:
• Proficient in Office 365 applications.
• Ability to diagnose and assist with user application or system problems.
• Ability to recognize and escalate issues to appropriate support staff,
• General working knowledge of IT network infrastructure.
• Working knowledge of Azure cloud infrastructure.
• In-depth understanding of service desk operations.
• Strong task management ability.
Certifications/Licensure:
• N/A
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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is frequently required to walk, stand, sit, and talk or hear.
• The employee is occasionally required to use hands to finger, handle, feel or operate objects, tools, or controls; and reach with hands and arms.
• The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl.
• Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus.
• The employee must occasionally lift and/or move up to 25 pounds.
Working Conditions
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Normal office environment. The noise level in the work environment is usually quiet to moderate while in the office.
• Occasional travel to various health system locations.
Essential Functions
1. Provides consistently exceptional care at all times.
2. Leads helpdesk teams on daily operations and service requests.
3. Facilitates timely and effective communication to departmental and organizational leadership regarding the status of work requests, deliverables and issues.
4. Acts as liaison between IS and all 3rd party support entities.
5. Completes maintenance of Help Desk issues.
6. Conducts monthly rounding sessions with departmental/clinical leaders to determine information service optimizations.
7. Reviews daily report of active tickets, coordinating adherence to service level agreements.
8. Conducts bi-monthly review of helpdesk ticket metrics and identifies resolution to recurring global issues.
9. Provides hands on assistance to resolve languishing tickets.
10. Provides a central resource for all issues; determines the best course of action for resolution.
11. Assists with technical support as needed.
12. Provides daily status report to leadership and communicates necessary escalations.
13. Tracks hardware equipment and assists with annual budgetary recommendations.
14. Assists with conducting asset management as needed.
15. Assists with annual employee evaluations.
16. Demonstrates willingness to identify and/or assume activities relative to the developmental needs of the department.
17. Demonstrates dependability/flexibility in meeting scheduling needs of the department and hospital.
18. Completes work assignments on time/readily accepts assignments as observed by manager.
19. Responds to the needs of the department by performing other duties, as necessary.
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