Lead Help Desk Technician - Bowling Green, United States - Med Center Health

Description

• Position Summary
  • Oversees and provides direction to staff members related to completion of work, work schedules, and work assignments within established policies and procedures of Med Center Health. Assists with hiring, training, development, and retention of employees who have the appropriate level of job knowledge, skill and overall fit to the department and to the organization. Provides leadership in problem identification and resolution, and coordinates resolutions in collaboration with department leader(s). Fosters a team atmosphere and facilitates open communications to support Med Center Health's mission, vision and values.
  • Provides technical support to end users with a high degree of customer service, expertise, and timeliness to ensure user productivity and satisfaction. Investigates and resolves software and hardware problems over the phone, remotely, in person, and/or via email. Responsibilities include installing, diagnosing, repairing, maintaining, and upgrading PC hardware, peripherals, printers and other equipment to ensure optimal performance.
• Minimum Qualifications
  • Work Experience
    • Two years IT Help Desk, PC Support, or related experience required.
  • Education
    • Bachelor's degree Computer Information Systems or related field (OR) an equivalent combination of related education and/or experience required.
  • Certifications/Licensure
    • CompTIA A+ and Dell Parts Direct Warranty certification required within 1 year from hire or placement.
• Leadership Performance Standards
  • Delivering Results
    • Oversees and provides direction to staff members related to completion of work, work schedules, and work assignments within established policies and procedures of Med Center Health.
    • Provides leadership in problem identification and resolution, and coordinates resolutions in collaboration with department leader.
  • Staffing and Development
    • Assists with hiring, training, development, and retention of employees who have the appropriate level of job knowledge, skill and overall fit to the department and to the organization.
    • Communicates job performance expectations and provides performance feedback that facilitates development.
    • Provides input in the completion of and the delivery of employee performance evaluations and actively addresses employee performance concerns through conflict-resolution.
  • Cultivating a Strong Workplace
    • Actively champions employee engagement.
    • Is well aware of employee morale and intervenes appropriately to maintain high levels of employee morale and engagement.
    • Fosters a team atmosphere and facilitates open communications to support Med Center Health's mission, vision and values.
    • Encourages teamwork among staff; facilitates resolution of team conflicts and promotes respect between all team members and across the organization.
  • Financial Performance
    • Provides input in the development and management of the department budget.
    • Assists department leader with analyzing costs, developing programs to assure compliance with budgetary constraints and providing justifications for budget variances.
• Job Specific Performance Standards
  • The duties listed below are a summary of the major essential functions of this position. The position may require other duties, both major and minor, that are not mentioned, and specific functions may change from time to time.
    • Field incoming help requests from end users in person, telephone, remotely, and via email in a courteous manner. Assists in the resolution of user computer, printer, and communication issues among the corporation's various sites to ensure timely solutions. Escalate problems (when required) to the appropriately experienced technician and/or other IT Staff member. As needed, assists other IT staff to resolve end user issues. Triages calls appropriately. Coordinates problem resolution with the Technical Support Specialists, Network and Systems Admin personnel, Application Analysts and Programmers, and Telecommunications personnel. Ensures that reported problems are correctly solved before they are closed. Assists with follow-up calls to ensure users are satisfied and are not having any further problems. Communicates relevant information between management, peers, and users to facilitate efficient organization performance. Ensures materials, inventory, records, storage, and equipment are properly maintained and neatly stored.
    • Record, track, and document in the work order software, the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Follows department procedures related to data protection. Monitors and restricts access to Classroom 1, the Help Desk, and the Data Center.
    • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet and internally to aid in problem resolution. Identify and learn appropriate software and hardware used and supported by the organization. Maintains a working knowledge of Meditech modules. Troubleshoot and install various computer programs used throughout the organization and know who to contact for unresolved issues.
    • Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals when appropriate. Test fixes to ensure problem has been adequately resolved. Perform post-resolution follow-ups to help requests. Perform onsite analysis, diagnosis, and resolution of moderate PC and peripheral problems for a variety of end users, and recommend and implement corrective hardware solutions. Tracks vendor supplied service parts for equipment under repair; orders parts as necessary via manager; follows corporations established policies regarding the safekeeping and security of equipment under repair, departmental equipment and parts.
    • Monitors operations and performance of IT equipment and systems; with minimal supervision, detects and corrects errors. Locate and reboot servers as needed and requested. Tone and punch down lines as needed and/or requested by Network staff. Continuously monitors and troubleshoots the accuracy of system information to ensure proper results. Ensures all Database Analysis (DR Status and HUB Xfer Queue) are performed on a routine basis. Downloads BAR batches on a daily basis or as instructed. Informs IT Management of any problems.
    • Instructs end users on the proper usage of peripheral equipment. Trains/retrains users as necessary on methods, procedures, data input/output, software capabilities, and software interaction to insure maximum system efficiency.
    • Maintains current knowledge of relevant products and support policies in order to provide technically accurate solutions to users. Instructs users on correcting LCD, PC, and printer malfunctions. Is capable of and changes LCDs and printers when necessary. Keeps accurate records of all repairs and informs proper IT staff and management.
    • Participates in team projects that enhance the quality and efficiency of help-desk service. Rotates in on calls schedule as required by the manager. Ensures personal pagers, e-mail, phones, etc. are operational.