Help Desk Team Leader- Information Systems

Bingham Memorial Hospital in Grace, ID

  • Industry: Customer Service/Call Center - Help Desk
  • Type: Full Time
  • Compensation: $38,075.00 - 68,010.00 / Year*

We are looking for highly motivated IT professionals to join our ever growing team here at Bingham. You must be willing and able to learn new skills and adapt to change often, as the medical field is ever changing. You must have good communication skills and be detail oriented. We have multiple providers and specialties and provide services in several of our surrounding areas. If you are looking for a rewarding and fulfilling career and enjoy fast paced environments this will be a good fit for you.


JOB REQUIREMENTS
Minimum Education: College diploma or university degree in the field of computer science, information science, management information systems, or business administration preferred.
Minimum Work Experience: 5 years related work experience preferred, preferably within a healthcare setting.
Required Licenses / Certifications: BLS within 6 months of hire.
Required Skills, Knowledge, and Abilities: Proven experience in overseeing the design, development, and implementation of software and hardware solutions, systems, or products. Working knowledge of network and PC operating systems


ESSENTIAL FUNCTIONS
Installs, tests, monitors and maintains PC's, printers, network terminals and other equipment and communication software. Installs data communications equipment according to manufacturer's instructions. Demonstrates a good working relationship with various vendors for servicing and questions. Assists users throughout the facility; trouble-shoots problems. Responsible for collecting and analyzing the facility's computer network performance data. Performs routine repairs as needed.
Maintains records for installations, testing, preventative maintenance and repairs. Demonstrates/provides thorough knowledge of electrical safety. Demonstrates thorough knowledge of computer hardware and software. Demonstrates thorough knowledge, maintenance and repair of computer components. Documents all computer events. Performs additional tasks as assigned. Requires minimal supervision in performance of job duties; is a self-starter. Prioritizes responsibilities to ensure completion of duties. Communicates verbally and in writing in a clear and concise manner.

SUPERVISOR FUNCTIONS

Ticket escalation management
Ticket management for tier 1 and tier 2
Project management for tier 1
Clinic onboarding go live and implementation
oPurchasing, budgeting, team management, vendor contracts, infrastructure, etc.
Problem management focus
oSpecifically targeting recurring issues and how to reduce further problems and develop a new or improved process to become more proactive.
oCurrent issues management and communication.
On call Schedule management
Daily Help Desk ticket schedule management
Monthly ticket metrics and analytics reporting
Help desk improvement goals and completion
Annual performance reviews for reporting staff members
Manage supplies and orders by establishing and vendor relationships
Perform coaching, training, and recommendations to the Director of IT for disciplinary action for reporting staff members.
Participate in IT interviews with a focus on customer service assessment
Training new hires to meet expectations of 100% customer service
Management of work schedules for reporting staff members
Resource for all ticket questions and routing
Change management review, approval, and guidance to help meet our team goals.

MENTAL AND EMOTIONAL REQUIREMENTS
Handles Multiple Priorities. Independent discretion/decision making. Makes decisions under pressure. Manages anger/fear/hostility. Manages stress appropriately. Works alone effectively. Works in close proximity to others and/or in a distracting environment Works with others effectively.


Associated topics: assist, assistance, client, deskside, desktop, information technology, support analyst, technician, technician iii, technician iv

* Estimated salary


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