Help Desk Supervisor

Stony Brook University•Town of Brookhaven, NY

74d•$71,101 - $86,669•Onsite

About The Position

At Stony Brook Medicine, the Help Desk Supervisor is responsible for overseeing the day-to-day operations of their Help Desk shift staff. This role involves monitoring daily workflow to ensure timely and accurate problem resolution for issues reported to the Help Desk. The supervisor will identify complex technical problems, manage resolution and escalation procedures, and ensure the availability of Information Technology services while minimizing downtime.

Requirements

Bachelor's degree in Information Technology or related field. Verification of degree (e.g., diploma or official transcript) is required for this role. Upload of documentation must be included with your application for consideration.
At least 5 year's of experience in a Help Desk, Service Desk or technical support environment
Knowledge of PCs, peripherals, printers and their functions.
Experience troubleshooting PCs, printers, mobile care carts and mobile devices in a network environment
Excellent oral and written communication skills.
Excellent customer service skills.

Nice To Haves

3 or more year's of experience as a team lead or supervisory role in a Help Desk, Service Desk or technical support environment
Experience in a Help Desk or Service Desk in a HealthCare environment supporting HealthCare clinical information technology services and applications
Excellent attention to detail and the ability to organize and execute on a variety of concurrent activities across multiple disparate areas
Comp TIA A+; ITIL Foundations

Responsibilities

Oversee the activities of the appointed Help Desk department shift, including staff scheduling, training, counseling and monitoring.
Ensure that shift staff obtain all necessary information regarding problems to our Information Technology hardware, software and applications, and records the details in the IT Service Management system for resolution and tracking.
Monitor and ensure a high level of availability of our electronic patient care systems and resources at all times. Follow established procedures to escalate problems to the appropriate IT system support group or vendor. Report problems to the appropriate Information Technology departments and follow established downtime procedures. Notify and inform SBUH leadership regarding problems.
Ensure that staff follow SOP to resolve problems with computer equipment, including PCs, laptops, printers, patient care carts, during shift and escalates to appropriate IT Support groups as necessary.
Ensure that shift staff monitor all interfaces on Rhapsody Interface Engine, Lab Information System, Oracle Cerner and OpenScape consoles during shift, and are familiar with the SOP and procedures for resolving or escalating connectivity issues with these systems.
Ensure that shift staff perform daily, monthly or quarterly scheduled procedures and maintenances. Provide reports to management on department activities on a regular and ad hoc basis. Review and ensure the periodic update of information in the departmental knowledge base and SOP.
All other duties as assigned