Manager, Help Desk (31056)

Company Conformance StatementsIn the performance of their respective tasks and duties all employees are expected to conform to the following:Perform quality work within deadlines with or without direct supervision.Interact professionally with peers, company team members and vendors.Work effectively as a team contributor on all assignments.Work independently while understanding the necessity for communicating and coordinating work efforts with team members and leadership.Position purposeOversee the Central and GIA Help Desk Department by guiding and supporting IT Technicians across Tier I, II, and III. Enhance employee productivity through effective operational support of IT Infrastructure and IT Security, utilizing IT resources as appropriate. Contribute to the deployment and administration of GIA Help Desk solutions. Supervise Enterprise On-Call operations.Responsibilities/Duties/Functions/Tasks:Lead and provide daily guidance, direction to a geographically dispersed team, primarily IT Technicians.Train and motivate the team by providing detailed documentation, checklists, and coaching as required.Assist in enterprise lead initiatives, processes, and deployments.Lead/ assist enterprise IT implementation projects, including the deployment of IT data security systems, initiatives, improved processes.Ensure the help desk tickets are being correctly documented, completed in accordance with IT standards and department SLA’s. Administer, configure, and manage helpdesk software imaging tool. – Smart Deploy, IntuneEnsure users receive support to resolve issues and provide solutions to repetitive issues.Ensure adequate staffing during business hours and schedule IT technicians for on-call coverage.Manage the IT Help Desk staffing needs; interviewing, hiring, one on one reviews and annual reviews. Attend management meetings, when requestedProvide training for new IT Technicians and update training documentation in Solar Winds knowledge base. Serve as the main contact for any escalated IT issues and escalate further as needed. Standardizing and providing oversight of equipment procurement of all IT items needed for all employees (desktops, laptops, peripherals, etc.)Monitor and inspect system equipment/ make recommendations and suggestions for improvement if necessaryOccasionally work after hours (planned) during IT planned upgrades/ rollouts. Complete other duties as assigned by supervisorQualificationsEducation:4-year degree in Information Technology If no degree -High School Diploma with equivalent work experience in Information Technology with current supervisor positions. Current CompTIA A+ if not current will have 6 months to complete. Experience: Provide hardware and software technical support.; supervisory experience required. Healthcare support experience preferred.Additional Qualifications: Experience with SolarWinds or similar Help Desk software required.Excellent people skills, mentorship Experience with imaging, security, virtualization, end-user service upgrades/ patching, device encryption, and support of other network hardware products.Experience supporting or troubleshooting in an IT environment (sever, application, or infrastructure).Solid understanding of Windows Server Products, Windows 11 operating systems.Understanding EMR interface of supported medical systems.Comfortable knowledge of AD, Print Severs, RDSUnderstanding and comfortable working around Firewalls, Managed Switches, Access Points, Payment Terminals, Network Printers. Comfortable knowledge of O365, (Manage and Support)Proven ability to diagnose, resolve, and document technical support issues.Strong written and verbal communications skills.Positive, customer-centric approach.Working experience in systems administration or internal IT support.Ability to travel to office locations.Must have valid driver’s license and auto insurance, own transportation.Performance Requirements:Self-managed or need little supervisionPersistence in staying on task to solve technical problemsFlexibility and initiativeReport nuances and provide project-based updates to supervisor. Work Environment: This job operates in mostly professional office environments, although some clinical setting as well.Mental/Physical Requirements: Must be able to lift 30 pounds of supplies. Occasional stress from dealing with staff and patients.Work Environment: This job is onsite Monday thru Friday and operates in a professional office environment.Physical Requirements: While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; and taste or smell. The employee must occasionally lift or move up to 50 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.QualificationsEducation:Diploma from college or vocational school; or equivalence of education and work experienceExperience: Four (4) + years providing hardware and software technical support.; supervisory experience required.Additional Qualifications: Experience with Remedy or similar Help Desk software requiredExcellent people skills Experience with security, virtualization, storage software and hardware products.Experience supporting or troubleshooting in an IT environment (sever, application, or infrastructure).Solid understanding of Windows Server Products, Unix, and Linux operating systems.Proven ability to diagnose, resolve, and document technical support issues.Strong written and verbal communications skills.Positive, customer-centric approach.Working experience in systems administration or internal IT support.Ability to travel to office locations.Must have valid driver’s license and auto insurance; own transportation.Performance Requirements:Self-managed or need little supervisionPersistence in staying on task to solve technical problemsFlexibility and initiativeAccountability for own schedule and reporting on activities