IT Technical Supervisor

Job Title:  HunterCare Health IT Technical Supervisor

Job Type: Full Time -  Monday through Friday 8:30am-5:30pm

NOTE: There is a possibility of after-hours works depending on the needs of the business and emergency situations.

Responsibilities:

Under the supervision of the IT Manager the IT Technical Supervisor is to provide direction and support for all Help Desk activities pertaining to end-user issues. They will monitor tickets, assignments, and performance of the Help Desk team while distributing requests and managing priority technical issues. The Technical Supervisor will make recommendations for technical training and may be required to lead the approved training with the Help Desk team. They should be able to develop optimization strategies and provide excellent customer service. They will be required to meet deadlines set prior to a project starting and they must communicate, effectively, any issues to the IT Manager. The Technical Supervisor is responsible for knowing and understanding all job duties for IT Support Tech Level 2, as well as IT Support Tech Level 1, as listed below. This position reports directly to the IT Manager and indirectly to the Director of Technology.

Essential Job Responsibilities – Level 1

• Use provided support portal ticket management system as directed to properly record, document, and track reported issues.
• Escalate tickets to Support Tech Level 2 as quickly as possible once it has been determined that the issue cannot be resolved in an efficient and timely manner.
• Create trouble tickets internally or externally if needing vendor support.
• Clearly and concisely document in the ticket management system all steps in the support process.
• Respond appropriately according to approved policies and procedures for support requests received from customers, staff, or others. Escalate promptly and appropriately any such request that is beyond normal area of responsibility or that requires expedition.
• Maintain company workstations or personal computers, regular maintenance including antivirus software reviews, computer cleaning, regular checkups of status and performance, review of use and recommendation of repair or upgrade or decommissioning as needed.
• Replace toner cartridges and basic troubleshooting of printers and fax units.
• Setup and/or troubleshoot a workstation, network outlet, company specific software and/or Office 365 products, fax or scanner.
• New employee setup / validation.
• Access control user setup and disable from system.
• Employee badge setup / validation.
• Escalate appropriately any customer need that should be addressed to assure customer satisfaction.
• Assist in keeping the work area clean and clear of any debris that could cause a work-related injury.
  
  
  

Essential Job Responsibilities– Level 2

• Advanced ability to understand troubleshoot networks both wireless and wired.
• Advanced understanding of all company-supported software and any fixes known to the Company.
• Ability to diagnose most issues and clearly communicate them to the vendor when outside intervention is needed.
• Responsible for assuring that tickets in the ticket management system are worked to completion with appropriate follow-up to the individual experiencing the issue.
• Responsible for satisfactory completion of assigned projects.
• Responsible for knowing all company infrastructure IT devices and software and how to access.
• Attend Standups daily with updates on current items and/or needs.
• Office 365 User Management
• Phone system user management.
• Printer advanced setup for pharmacy.
• Employee separation validation and removal process.
• Static IP requests to vendor and Device Static Setup.
• Assure the IT areas are clean and free of any debris that could cause a work-related injury.
• Ability to troubleshoot switches for basic issues.
• Document infrastructure changes and submit to the supervisor.
  
  
  

Essential Job Responsibilities – IT Technical Supervisor

• Weekly reporting to IT Manager (As defined by IT manager based on site and assigned functional area).
• Responsible for training all new Level I & Level II promotions.
• Supervises a work group of technical support staff. This includes reporting any employee related issues, performance or otherwise, to the IT Manager.
• Responsible for writing assigned knowledge articles for assigned site.
• Keep track of all IT asset inventory levels and update the IT Manager every Friday.
• Subject Matter Expert for all Technical and Process related systems and procedures of relevant site.
• Responsible for attending IT Standup and bringing relevant information about the site, staff, and all projects.
• Responsible for keeping Stakeholders engaged and up to date on any long-term IT projects with limited reporting as defined by the IT manager.
• Responsible for being available for after-hours support, upgrades, or critical situations affecting Infrastructure and business operational ability.
• Responsible for working with the IT manager to keep all site infrastructure information and process up to date as changes take effect.
• Supervises and participates in the installation, configuration, troubleshooting, maintenance, and repair of applicable technologies and associated equipment.
• Responsible for supporting the Site Support portal and ticket resolution success. Also, responsible for identifying tickets that need to be converted to Projects, getting this approved by the IT manager, setting up conversion, and following through to completion.
  

Knowledge, Skills, and Abilities:

• Ability to efficiently fulfill requests for miscellaneous or ad hoc reports, metrics, or data collection.
• Excellent listening and communication skills, self-motivated with strong organizational and teamwork skills; and strong written and verbal communication skills.
• Considerable knowledge of training and supervisory techniques.
• Considerable knowledge of Customer Service and Service Management Principles.
• Must have 5 years of experience in the field of Help Desk or other IT related work.
• Must have 3 years of management experience, preferably in Help Desk or other IT related work.

Preferred Certifications:

• A , NET , Security , and any other Service Management Framework.

Special Requirements:

• Must be willing and able to perform all job-related travel normally associated with this position.
• Primary contact to respond and triage major site outages / issues during or after business hours

Physical Requirements:

• Able to lift / carry up to 50 pounds.
• Ability to bend at the waist, squat.
• Ability to work with hands, see and hear.

Conditions of Employment:

• Contingent upon a favorable background check.
• Contingent on passing a pre-employment drug screen. Maintain a valid driver’s license.

Working Environment:

The IT Technical Supervisor can expect to work in an office setting at a desk There may be periods of high demand and other times may be less busy.  There may be a need to be offsite to assist customer needs.

The above primary duties, responsibilities, and position requirements are not all inclusive.