What are the responsibilities and job description for the Supv, Deskside Support Services position at Summa Health?
Summary:
Oversees and manage a team of user-facing deskside support staff providing L1-L2 support for the hospital's users. This role ensures high-quality and efficient support for a range of topics including Microsoft 365, Mac and Windows PCs, conference room and TV setup, mobile devices, networking, system engineering, contact center experience, and faxing. Leads the team to deliver exceptional customer service and technical support, ensuring all user issues are resolved promptly and effectively.
Minimum Qualifications:
1. Formal Education Required:
a) Bachelor’s degree in information systems, Computer Science, or equivalent combination of education and/or experience.
a) Relevant certifications (e.g., CompTIA A , Microsoft Certified: Modern Desktop Administrator) are a plus.
2. Experience & Training Required:
a) Five (5) years of experience in IT support roles, with a proven track record in deskside support and managing user-facing support teams.
b) Extensive experience with Microsoft 365, Mac and Windows PC support, and other relevant technologies.
c) Extensive experience with ITIL processes and standards in an enterprise context and hands-on experience working with ITSM suites such as Ivanti or ServiceNow.
3. Other Skills, Competencies and Qualifications:
a) Strong technical skills in troubleshooting and resolving issues related to Microsoft 365, Mac and Windows PCs, mobile devices, and networking.
b) Excellent customer service skills with a focus on delivering high-quality support.
c) Proficient in creating technical documentation and support procedures.
d) Excellent communication and leadership skills, capable of guiding and mentoring a support team.
e) Strong problem-solving skills and the ability to handle multiple issues simultaneously.
f) Excellent customer service skills, focusing on providing outstanding customer experience in service delivery.
g) PC proficiency and knowledge of Microsoft Office products (Outlook, Word, Excel, etc.).
4. Level of Physical Demands:
a) Light: Exerts up to twenty pounds of force occasionally and/or a negligible amount of force frequently
Oversees and manage a team of user-facing deskside support staff providing L1-L2 support for the hospital's users. This role ensures high-quality and efficient support for a range of topics including Microsoft 365, Mac and Windows PCs, conference room and TV setup, mobile devices, networking, system engineering, contact center experience, and faxing. Leads the team to deliver exceptional customer service and technical support, ensuring all user issues are resolved promptly and effectively.
Minimum Qualifications:
1. Formal Education Required:
a) Bachelor’s degree in information systems, Computer Science, or equivalent combination of education and/or experience.
a) Relevant certifications (e.g., CompTIA A , Microsoft Certified: Modern Desktop Administrator) are a plus.
2. Experience & Training Required:
a) Five (5) years of experience in IT support roles, with a proven track record in deskside support and managing user-facing support teams.
b) Extensive experience with Microsoft 365, Mac and Windows PC support, and other relevant technologies.
c) Extensive experience with ITIL processes and standards in an enterprise context and hands-on experience working with ITSM suites such as Ivanti or ServiceNow.
3. Other Skills, Competencies and Qualifications:
a) Strong technical skills in troubleshooting and resolving issues related to Microsoft 365, Mac and Windows PCs, mobile devices, and networking.
b) Excellent customer service skills with a focus on delivering high-quality support.
c) Proficient in creating technical documentation and support procedures.
d) Excellent communication and leadership skills, capable of guiding and mentoring a support team.
e) Strong problem-solving skills and the ability to handle multiple issues simultaneously.
f) Excellent customer service skills, focusing on providing outstanding customer experience in service delivery.
g) PC proficiency and knowledge of Microsoft Office products (Outlook, Word, Excel, etc.).
4. Level of Physical Demands:
a) Light: Exerts up to twenty pounds of force occasionally and/or a negligible amount of force frequently
Equal Opportunity Employer/Veterans/Disabled
The salary range on this job posting/advertising is base salary exclusive of any bonuses or differentials. Many factors, such as years of relevant experience and geographical location are considered when determining the starting rate of pay. We believe in the importance of pay equity and consider internal equity of our current team members when determining offers. Please keep in mind that the range that is listed is the full base salary range. Hiring at the maximum of the range would not be typical.
Salary : $37 - $56
