Job Information
Cerebral Palsy Association of the North Country Desktop Support Manager in Canton, New York
Desktop Support Manager
Canton, NY (http://maps.google.com/maps?q=Canton+NY+USA+13617)
Job Type
Full-time
Description
REPORTS TO:Chief Executive Officer
PAY RANGE:$64,000 - $76,800 per year
WORK SCHEDULE: Monday - Friday, 8:00 a.m. - 4:00 p.m. While this is the primary schedule, day-to-day variation may be required to support the needs of the organization. Primarily weekdays, with occasional evening or weekend needs. No holidays. Full-time, 37.5 hours weekly.
POSITION SUMMARY:This position shall be responsible for managing the desktop support needed for the agency on a wide range of applications, including Windows, Microsoft Exchange, Microsoft Office, and eClinicalWorks (eCW), as well as providing training to staff and troubleshooting issues in a networked microcomputer environment.
RESPONSIBILITIES:second-level
Supervises Desktop Support staff including but not limited to training and development of staff, monitoring staff performance through evaluations, and progressive discipline as needed.
Responsible for ensuring users are provided efficient and timely first and second-level support.
Create and adjust staff schedules to ensure Desktop Support coverage during normal business hours and on-call support as required.
Trains and develops Desktop Support staff to execute hardware, software, and support requests such as new PC builds and configuration, creating user IDs, and confirming that user machines have the resources (EMR, Dental, printers, office, shared drives, time entry, intranet, etc.) needed to perform their jobs.
Manages the Desktop Support staff to deploy and support, in conjunction with an escalation support organization, the printer fleet in use as well as new printers deployed, and monitor, support, and troubleshoot all lines of business applications such as eCW, Open Dental, BridgeIT, eBO, Dexis imaging, and financial management packages.
Provides staff support for administrative tasks and projects relative to the Desktop, Wide Area Network, Local Area Network, and Telephony functions.
Monitors ticketing system (ServiceDesk) and follows up with assigned Desktop Support staff to ensure timely resolution of problems.
Create and present reports for Senior Management related to Ticketing volumes and resolution for the purposes of establishing and relating proper Service Levels for categories of tickets
Maintains a central source of information enabling Desktop Support staff and support technicians to recover outages with minimal disruption to expected service levels and invokes problem escalation procedures to coordinate recovery.
Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found.
Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department.
Ensures that processes to improve the overall customer support of the Desktop Support team are implemented.
Assists in the development and implementation of quality improvement programs for the IT Department.
Ensures effective Desktop Support representation for the coordination of work processes and projects with other departments.
Maintains competency and enhances professional growth and development through continuing education and conferences.
Accountable for meeting established Service Level Agreements for systems infrastructure.
Performs other related duties as requested by supervisor or IT Director.
Requirements
REQUIREMENTS:
Bachelor’s degree in computer science or related discipline or equivalent combination of education and experience required.
Five years or more experience managing a support desk team.
A+ Certification preferred.
Demonstrated management and decision-making skills concerning IT policies, processes, and procedures.
Ability to manage multiple high-priority initiatives in a fast-paced, highly technical environment.
Ability to analyze and assess problems and unusual situations and develop solutions as well as organize and execute work logically.
Knowledge of the healthcare industry and the role of IT in healthcare is preferred.
Advanced skills in personal computer word processing, spreadsheets, databases, DOS and Windows.
Willingness to be on-call and work evenings and weekends when necessary.
Excellent verbal and written communication skills with ability to communicate technical information to non-technical users.
Ability to lift and carry up to 50 lbs. to move and carry computer equipment.
Excellent hand-eye coordination and excellent hand and finger dexterity, including the ability to grasp.
Ability to sit for long periods of time.
Ability to tolerate extensive exposure to computer monitor/screen.
Ability to tolerate extensive use of computer keyboard.
Cerebral Palsy Association / Community Health Center of the North Country offers eligible employees excellent, affordable benefits options. Options include medical, dental, and vision insurance, Flexible Spending Account (FSA), Term Life/AD&D insurance, long-term and short-term disability, 401(k), and other elective programs. We also offer generous time off, including vacation, personal, and sick time, as well as paid holidays.
Salary Description
$64,000 - $76,800 per year; biweekly pay structure