DESKTOP SUPPORT SUPERVISOR

Job Description

Job Description

Position: Desktop Support Supervisor

Department: Information Technology

Job Summary

The IT Desktop Support Supervisor is responsible for supporting and enhancing the end-user computing environment owned by South Central Regional Medical Center. Specific responsibilities include managing the daily activities, inventory, and projects for the desktop support team as well as collecting performance metrics. Responsibilities also include operational support activities such as troubleshooting and resolving software and hardware related problems, documenting requests and processes, and ensuring seamless and quality technical support for SCRMC customers in alignment with SCRMC standards, controls and governance. This requires an understanding of basic network connectivity, basic printer and print server functionality, and hardware and software troubleshooting skills. In addition, individuals must have excellent communication skills to properly meet the customer's needs.

Professional Responsibilities:

• Daily management of the helpdesk team.
• Demonstrates creativity and takes initiative in problem solving.
• Resolves or facilitates resolution of basic hardware and software problems for users.
• Coordinates with vendors that host off premise systems for the organization when there is an issue.
• Participate in on call rotation schedule.
• Provide exceptional customer service for South Central Regional Medical Center users.
• Demonstrates a customer service approach to service delivery and effectively communicates with our customers on requests and incidents.
• Demonstrates motivational attitude.
• Show technical aptitude and ownership of issues across multiple disciplines and technologies.
• May have to work hours outside of normal 8-5 for projects and on call rotation.

Core Duties:

• Be able to train and manage users through all aspects of the service desk.
• Troubleshoot Web, Email, Office issues for users and coordinate with systems and network team for website access issues due to web content filtering systems of South Central Regional Medical Center
• Collaborate and escalate issues when unable to resolve to Tier 2 and 3 teams
• Ensure security and operational standards and procedures are maintained in accordance with SCRMC IT compliance requirements, HIPPA standards, and industry best practices.
• Identify and implement automation opportunities.
• Research and recommend appropriate best practices and tools for desktop support team.
• Other duties as assigned by management.
• Close support requests in ticketing system in timely manner.

Education and Experience

• Prefer previous IT experience within an enterprise.
• Proven management experience within a helpdesk environment with timekeeping and on call schedules.
• A professional certification from Microsoft in desktop support, or Windows 11 is preferred but not required.
• Compensation is based on a combination of factors to include but not limited
  1. Healthcare experience
  2. Professional certifications
  3. Work experience
  4. Education

Interaction Skills

• Effectively communicate verbally and in writing
• Ability to provide instructions and education to peers and end users within the organization.

Essential Skill Competencies

• Employee management skills
• Experience with ticketing systems (Jira, SolarWinds, Jit-Bit)
• Inventory management skills
• Desktop support troubleshooting skills
• EPIC experience
• Cerner experience
• VOIP troubleshooting
• High level of VMware View Virtual Desktop infrastructure knowledge
• Printer troubleshooting skills from perspective of both the physical device and the printer que on the print server
• Basic network connectivity troubleshooting skills
• Experience with Microsoft Active directory users and computers
• Group Policy troubleshooting and experience
• VDI and thin client experience
• Client configuration for wireless networking
• Windows Deployment Services

All candidates must be able to perform the essential functions of this position.

The American with Disabilities Act (ADA) requires that reasonable accommodations be made for qualified individuals to help perform the essential functions of the position.  

South Central Regional Medical Center is an equal opportunity employer and does not discriminate based on race, color, religion, sex, gender, national origin, age, disability, or genetic information.