Help Desk Supervisor

Job Description - Help Desk Supervisor (2602996)

Help Desk Supervisor

Position Summary

At Stony Brook Medicine the key responsibility of the Help Desk Supervisor is to supervise the day-to-day operations of their Help Desk shift staff. The supervisor monitors daily workflow to ensure timely and accurate resolution of problems reported to Help Desk. They should identify complex technical problems and manage resolution and escalation procedures to ensure that Information Technology services are available and downtime is minimized.

Duties of a Help Desk Supervisor may include the following but are not limited to:

• Oversee the activities of the appointed Help Desk department shift, including staff scheduling, training, counseling and monitoring.
• Ensure that shift staff obtain all necessary information regarding problems to our Information Technology hardware, software and applications, and records the details in the IT Service Management system for resolution and tracking.
• Monitor and ensure a high level of availability of our electronic patient care systems and resources at all times. Follow established procedures to elevate problems to the appropriate IT system support group or vendor. Report problems to the appropriate Information Technology departments and follow established downtime procedures. Notify and inform SBUH leadership regarding problems.
• Ensure that staff follow SOP to resolve problems with computer equipment, including PCs, laptops, printers, patient care carts, during shift and escalates to appropriate IT Support groups as necessary.
• Ensure that shift staff monitor all interfaces on Rhapsody Interface Engine, Lab Information System, Oracle Cerner and Open Scape consoles during shift, and are familiar with the SOP and procedures for resolving or escalating connectivity issues with these systems.
• Ensure that shift staff perform daily, monthly or quarterly scheduled procedures and maintenances. Provide reports to management on department activities on a regular and ad hoc basis. Review and ensure the periodic update of information in the departmental knowledge base and SOP.
• Work may require occasional physical activity such as moving equipment and the physical setup of equipment. This job operates in a professional office environment and routinely uses standard office equipment such as computers, phones, printers and fax machines.
• All other duties as assigned

Qualifications

Required Qualifications:

• Bachelor's degree in Information Technology or related field Please Note:
  Verification of degree (e.g., diploma or official transcript) is required for this role. Upload of documentation must be included with your application for consideration.
• At least 5 year's of experience in a Help Desk, Service Desk or technical support environment
• Knowledge of PCs, peripherals, printers and their functions. Experience troubleshooting PCs, printers, mobile care carts and mobile devices in a network environment

Excellent oral and written communication skills. Excellent customer service skills

Preferred Qualifications:

• 3 or more year's of experience as a team lead or supervisory role in a Help Desk, Service Desk or technical support environment
• Experience in a Help Desk or Service Desk in a Health Care environment supporting Health Care clinical information technology services and applications
• Excellent attention to detail and the ability to organize and execute on a variety of concurrent activities across multiple disparate areas
• Comp TIA A+; ITIL Foundations

Special Notes:
Resume/CV should be included with the online application.

Posting Overview:
This position will remain posted until filled or for a maximum of 90 days.

An initial review of all applicants will occur two weeks from the posting date. Candidates are…