What are the responsibilities and job description for the Supervisor, Desk Side Analyst position at Nordic?
Make a difference. Be happy. Grow your career.
The deskside analyst supervisor is responsible for overseeing all technology installation, management, and support at their assigned location. The role requires building trusting relationships with site leadership and end users as well as working closely with other technology teams such as biomed, project managers, relationship managers and application analyst etc. The deskside analyst supervisor is responsible for leading a team to deliver cost effective, standard technology solutions enabling exceptional patient care, in a fast-paced environment.
Nordic, repeat Best in KLAS IT Services Firm and solely serving the healthcare industry, strives to empower healthcare providers to leverage technology and to realize digital transformation. All Nordic staff embrace Nordic’s maxims and mission to serve our customers who care so well for us.
Key Responsibilities
- Oversee and assist with hardware support including but not limited to computers, printers, scanners, and phones.
- Proactively round to assess hardware performance and appearance, requesting feedback from customers
- Supports a culture of quality and accountability by ensuring the team adheres to all standards in process and hardware solutions
- Be mindful of technology cost, budgetary concerns, and stewardship to ensure budgetary goals are met or exceeded
- Manage daily work and team performance ensuring all SLAs are met or exceeded, report any concerns or challenges to manager immediately
- Be responsible for accurate hardware inventories of production equipment and project/break fix
- Manage vendors when working in our facilities to ensure clinical staff is not interrupted by technology task
- Actively participate in larger technology team troubleshooting, planning discussions to ensure consistency in experience across the entire organization
- Assist in maintaining accurate work instructions and identifying training needs within the teams
- Provide constructive feedback as needed when opportunities for improvement present
- Communicate clearly in all settings being mindful of the attendees and intended message, often IT language requires translation
Skills and Experience
- Exercise attention to detail through all aspects of job responsibilities
- Ability to communicate effectively verbally and written with all levels of customers
- Ability to resolve conflict constructively
- Build trusting relationships with customers through active listening, and understanding of concerns
- Ability to prioritize and execute task in a high-pressure environment
- Ability to follow technical documents and work instructions
- Understanding of patient care environment and privacy practices
- Understanding of IT fundamentals including operating systems, networking basics, and Active Directory
- Capable of leading others, and adjusting as situations change
- Assist in evaluating employee performance
- Ability to analyze data and resolve discrepancies
- Be a forward thinker and proactive in decisions
- Exhibit ability to breakdown problems through critical thinking
Minimum Years of Experience
- BS/BA in related field and 5 years of experience.
- 4 years of recent experience in Information and Technology setting (required)
- 3 years of leadership experience (required)
- 2 years of EPIC experience (preferred)
Other Knowledge, Skills and Abilities Required
- Must be able to lift hardware up to 50 pounds
- Must be able to walk and stand for most of the shift
- Must possess a valid driver’s license and be willing to travel between supported sites
- Act as smart hands for other offsite teams as needed
Additional details
- This role is customer facing in a patient care environment and often requires contact with technology in patient rooms
- This role supports 24x7 operations and requires participation in on call and after-hours support rotation
