Help Desk Supervisor
Category: Professional (Non-Clinical)
Facility: FirstHealth Moore Regional Hospital
Department: Information Systems
Schedule: Full Time - 36+ hrs/wk
Shift: Day Shift
Hours: 8:30-5:00p + call
Job Details:
Differentiates between issues related to software/hardware/network and determines which can be resolved and which must be escalated to external resources for resolution. Monitors and tracks service calls referred to both internal and external support organizations to ensure timely response and accurate resolution. Administers and monitors Help Desk system to ensure data integrity and has the ability to extract and analyze statistical data that will assist departmental personnel, management, and the user community in various decision making processes.Proactively plans for support of systems by interacting with project leaders, managers and end users to meet support needs. Supervises and monitors daily activities of Help Desk and Computer Operations personnel in order to ensure adherence to service level agreements and manage customer expectations. Receives and triages all incoming support calls in a professional and courteous manner. Logs requests for service, system issues, and subsequent resolutions into the Help Desk database. Responds to service requests from corporate-wide end users relating to software, hardware, and network issues, including resetting user passwords and granting of user access privileges. Works collaboratively with information systems staff members in resolving issues in accordance with established policies and procedures. Manages system access request process and user provisioning. Has a thorough working knowledge of hardware, operating systems, and the network.Understands recovery procedures and follows established procedures for system down time. Provides assistance to internal staff and external vendors with the installation, upgrade, and maintenance of hardware, software and operating systems. Supervises Help Desk and Operations staff by interviewing, hiring, and evaluating work.Plans, assigns and directs work schedules to ensure 24x7 coverage of theDataCenterand the Help Desk. Develops functional and technical training programs and manuals for departmental personnel. Communicates, trains and mentors personnel on new procedures, support information and processes. Monitors information system usage and performs activities to maintain and enhance usage for the end user community. Performs detailed and complex system analysis, documents the findings in an accurate and concise manner, and communicates conclusions in an articulate manner. Maintains IS Support Page and databases on Intranet.Associate's degree or comparable experience required; BA/BS degree in computer science or related field preferred. Minimum three years experience in help desk, computer operations or customer service environment supporting healthcare applications and/or multiple operating systems/databases. One year of leadership experience preferred. Experience with a structured programming language, relational database administration, SQL, system administration, Microsoft Office, UNIX, Microsoft Windows, Crystal Reports, and/or McKesson preferred.