Help Desk Lead

Overview

Help Desk Lead

Job Summary: The Help Desk Lead provides guidance, mentoring and end-user escalation support to the Hospice of Michigan Help Desk Technicians. The Help Desk Lead will also ensure adherence to best practices for end-user support and make process change recommendations to management when appropriate.

• Works closely with Help Desk Technicians to ensure all support requests are responded to and closed in an acceptable timeframe.
• Identifies opportunities for process improvement with regards to end-user support.
• Recommends, coaches and/or provides assistance and ensures properly functioning equipment and software usage, referring to the appropriate technical resource as needed.
• Effectively identifies and triages issues which are outside the defined scope of practice.
• Accurately enters all information related to request and resolution into the Help Desk ticketing system.
• Develops and maintains various Help Desk ticket reports to assist with tracking request resolution, identifying patterns of requests and support staff productivity. Installs, configures and supports personal computers, printers, mobile devices and networking equipment.
• Assists IT staff in ordering, assigning, tracking and repairing smartphones, laptops, and other field devices.
• Assists in identifying technology training needs for staff.
• Schedules approved software installation/equipment upgrade as requested.
• Maintains appropriate confidentiality of all information that may be accessible through North Star Care Community systems.
• Participates in individual, team, departmental and organizational process improvement efforts, as assigned.
• Collaborates with local site contacts to ensure sufficient inventory levels are being met for backup / spare technology equipment.
• Initiates and coordinates the communication, and follow-up calls, between internal and external customers necessary to ensure successful department operations. Proactively problem solves, anticipates needs, and initiates solutions for both internal and external customers that support successful department operations.
• Performs various support and administrative tasks for IT, such as Network/Service Access Requests (NARS), equipment preparation/dispatching/mailing for repair. Maintains knowledge and skills in repair and maintenance of personal computers, printers and networking equipment.
• Adjusts to changes in workload and schedules based on changing departmental and organizational priorities.
• Participates in internal and external education, training, in-services and other activities to promote personal and professional growth.
• Adheres to organizational Code of Conduct policies and procedures and all regulatory and legal requirements.
• Adheres to C.A.R.E. Model of Service: courtesy, acknowledgement, response and empathy.

• Associate’s degree in computer science or a related field or equivalent combination of education and experience preferred.
• Minimum of three (3) year of experience in network, hardware, and application support; previous Help Desk experience preferred.
• Must possess technical aptitude for learning new and complex systems that will ultimately be supported.
• Must have hands-on experience with Microsoft Windows operating systems.
• Must be able to effectively communicate with support group peers as well as service customers with all levels of technical ability.
• Ability to read, write and speak English fluently.
• Must be capable of maintaining a high degree of efficiency and accuracy, be motivated, energetic, and resourceful and maintain strict confidentiality.
• Must possess excellent interpersonal skills, sound judgment, effective organizational, prioritization and follow-through skills, attention to detail, tact, dependability, emotional intelligence and the ability to promote positive, constructive relationships with communication and collaboration at all levels with the ability to maintain confidentiality.
• Must be able to work variable hours/shifts and/or days, including weekends. Must have the ability to occasionally work extended days, as necessary.
• Must be able to participate in off-hours support “on-call” rotation.
• The physical and sensory demands of the position include: vision, effective speech and hearing for extensive telephone contact; repetitive motion; driving or riding in a motor vehicle; standing, sitting, walking, bending, reaching, and stretching; and lifting up to twenty five (25) pounds unassisted.
• Must have reliable transportation.
• Must be eligible to work in the United States.