Help Desk Supervisor supervises the staff and the day-to-day operations of an organization's technical help desk. Supports and coaches team members on effective methods to research, troubleshoot, and deliver solutions. Being a Help Desk Supervisor trains the team on the help desk systems, processes, tools, and procedures required to document, track, and resolve reported problems and to meet operational service levels and standards. Ensures the latest product/technical updates and policies are available and communicated to the team. Additionally, Help Desk Supervisor monitors request queue and tracks key metrics to ensure sufficient coverage and achievement of service standards. Identifies system and workflow improvements to enhance the team's efficiency. Acts as the escalation point for critical issues and facilitates a final resolution. May require a bachelor's degree. Typically reports to a manager. The Help Desk Supervisor supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be a Help Desk Supervisor typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (Copyright 2024 Salary.com)
Job Summary: Provides first line computer system technical support for Oaklawn employees and patients consistent with the Oaklawn Customer Service Model.
Essential Functions:
Minimum Qualifications: Associate degree in Information Technology or related field and one (1) year of Help Desk, Phone Support or customer service experience or a commensurate combination of education and experience).
Knowledge, Skills & Abilities: Knowledge of commonly used PC software like Microsoft Windows, Office Suite, user account administration, and Active Directory. Knowledge of PC/laptop hardware and maintenance. General diagnostic and troubleshooting skills as it pertains to PC/laptop, printers, and networking on an enterprise network. Skilled in interpersonal communication, customer service, assessing priorities, managing workload, multitasking, supporting projects, software applications, unique environments, and working under pressure. The ability to learn and stay current in an ever-changing healthcare environment.
Working Conditions: May be occasionally exposed to hazardous materials or infectious diseases.
Physical Requirements: Constantly sit, talk/hear. Frequently lift/carry 1-25lbs, occasionally stand, walk, reach, push/pull, handle/grasp/feel, bend/twist/ stoop/kneel/crouch, lift/carry 50 lbs.
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