Description
At NorthBay Health, the Helpdesk supervisor has primary responsibility for managing the day-to-day tasks and work-load of the I.T. Helpdesk (I.T. Assistant, Helpdesk Support I and Technical Support Analyst positions), prioritizing responsibilities; meeting daily, weekly and monthly operational schedules; managing complex projects; coordinating staffing schedules; responding to customer service complaints; and leading Helpdesk staff to meet departmental and system goals ensuring quality objectives and customer satisfaction. Other responsibilities include providing first and second second-level support of problems, personally resolving called-in problems or working closely with I.T. staff, vendors and customers to resolve more serious or difficult problems. Responsibilities also include identifying operating process and quality improvements and developing the necessary processes for implementation and ongoing monitoring. This position requires a technical aptitude, experience with a wide range of PC and network-based information systems and excellent problem-solving skills to interpret user-reported problems and assign responsibility for resolving those problems to the most appropriate technical support resources. Excellent communications skills, both oral and written, are necessary to work effectively with computer users and with I.T. staff and vendors, as the job entails communicating throughout the day with people who have varied levels of understanding and skills relating to I.T. functions. This incumbent will provide and promote superior customer service at all times.
PRIMARY JOB DUTIES
Manage priorities and workload of Helpdesk staff to meet goals and needs of the system and department.
Coordinate staffing schedules to ensure sufficient coverage for 24/7 * 365 support hours, on-call and other events such as system maintenance, upgrades, major projects.
Ensures daily, weekly and monthly operational timelines and schedules are met.
Provides technical support to customers directly by phone, email and on-site visits following Helpdesk procedures.
Manages Helpdesk calls escalating according to procedure, following up with support staff, logging the resolution, confirming customer satisfaction and closing the call.
Establishes, plans, coordinates and controls projects, including office and personnel moves, adds and changes, as well as software, hardware and network upgrades as assigned.
Evaluates needs for hardware and software purchases and provides recommendations for changes or improvements.
Asset management for desktop and peripheral software and hardware including terminals, monitors, company owned laptops/computers, printers, scanners and supporting licensing for desktop applications and Operating Systems.
Analyzes tickets to detect trends and reports recurring problems to IT Management to promote a proactive approach to prevent problems from recurring.
Responsible for the management of change practices for desktop hardware & software including evaluation, testing and implementation of new or upgraded software and hardware including consideration of end-user efficiency and cost-effectiveness.
Evaluates help desk software system, monitoring tools and hardware for relevance to tasks and helpdesk needs, providing input to I.T Management.
Identifies and implements process and practice improvements for increasing operating efficiencies and elevating customer satisfaction levels.
Implements Quality Improvement practices in all aspects of Helpdesk service delivery.
Measures customer service levels ensuring organizational and departmental needs are met.
Monitors and manages service level commitments to customers.
Provides necessary training, mentorship, feedback and motivational support to all subordinate staff to improve service delivery for group and individuals.
Installs, upgrades and maintains desktop software applications, as required.
Monitors the applications, systems, networks and computer room equipment for errors or potential problems.
Monitors and permits access to computer room facilities, systems and applications including user rights administration following defined security guidelines.
Educates customers as needed.
Develops and maintains an adequate working knowledge of mini-computer, network and PC systems, and software applications necessary to provide superior service to our clients.
Interacts with all levels of staff and management necessary to properly execute the responsibilities of this position.
Qualifications
1. Education: High School Degree preferred. Associates degree in Computer Science and Microsoft (MCSE) certification exams in Networking Essentials and Windows NT Workstation preferred.
2. Experience: At least five year's of experience in a technical support environment with proven customer service skills.
3. Skills: Strong customer service, technical, analytical and organizational skills. Ability to organize, prioritize and manage multiple tasks under pressure while maintaining a positive and professional manner. Must have knowledge of PC hardware interrupts and common conflicts, knowledge of memory management, knowledge of printer and PC diagnosis and repair. Also requires a demonstrated basic understanding of PC network configuration. Ability to work under pressure with speed and accuracy.
4. Interpersonal Skills: The True North values are a set of value-based behaviors that are to be consistently demonstrated and role modeled by all employees that work at NorthBay Health. The True North values principles consist of Nurture/Care, Own It, Respect Relationships, Build Trust and Hardwire Excellence. Able to communicate effectively with co-workers and other departments. Must present a professional image at all times. Demonstrates the True North values.
5. Hours of Work: Normally works an eight-hour day. Must be flexible to work different shifts or longer hours to meet staffing needs. May occasionally need to be on call or take emergent calls from staff outside of normal business hours.
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