737 Service Sector jobs in Duncanville

• In the performance of their respective tasks and duties, all employees are expected to conform to the following:
• Perform quality work within deadlines with or without direct supervision.
• Interact professionally with other employees, customers, and suppliers.
• Work effectively as a team contributor on all assignments.
• Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.

• Respond promptly to IT support requests via phone, email, ticketing system, or in person, providing courteous and effective assistance.
• Troubleshoot and resolve issues related to hardware, software, network connectivity, printers, and specialized medical devices.
• Provide support for healthcare applications and Electronic Health Record (EHR) systems, escalating more complex problems to senior team members.
• Manage user accounts, including password resets and access rights in Active Directory, email systems, and clinical applications.
• Deploy, configure, and maintain computers, mobile devices, and other peripherals in compliance with HIPAA and organizational security policies.
• Document all support activities, solutions, and follow-ups within the IT ticketing system.
• Collaborate with IT colleagues to identify trends and contribute to long-term improvements.
• Educate users on best practices for security, application use, and self-help troubleshooting.
• Participate in after-hours or on-call support rotations as required.

• High School diploma or GED is required.
• Associate's degree in Information Technology, Computer Science, or related field preferred, or equivalent professional experience.

• At least 2-3 years of technical support or help desk experience, ideally within a healthcare setting.
• Experience supporting EHR systems (such as NextGen) is highly desirable.
• Strong working knowledge of Windows OS, Microsoft Office 365, and basic networking (TCP/IP, DNS, DHCP).
• Proficiency with Active Directory, VPN technologies, remote support tools, and endpoint security.
• Understanding of HIPAA compliance and handling of protected health information (PHI).
• Excellent customer service and communication skills, with a patient, professional, and empathetic approach.
• Ability to prioritize tasks and manage time effectively in a busy environment.
• Strong problem-solving abilities and keen attention to detail.

• Medical, Dental, and Vision insurance
• Short-term/Long-term disability
• Life and other voluntary plans
• 401(k) plan
• Employee Referral Program
• Paid Time-Off
• Company-Paid Holidays

Interested in a career with both meaning and growth? Whether your abilities are in direct patient care or one of the many other areas of healthcare administration and support, everyone at Parkland works together to fulfill our mission: the health and well-being of individuals and communities entrusted to our care. By joining Parkland, you become part of a diverse healthcare legacy thats served our community for more than 125 years. Put your skills to work with us, seek opportunities to learn and join a talented team where patient care is more than a job. Its our passion.

Primary Purpose 1. Responsible for supervising Help Desk Support staff in a 24x7x365 call center, including activities associated with the identification, prioritization, support and resolution of reported Incidents and service requests, ensuring our end users are receiving the appropriate technical assistance in an effective and timely manner. The Help Desk Supervisor will help develop, lead and motivate a high-performance team of Service Desk professionals to deliver excellent technical support with a high degree of customer satisfaction. The Help Desk Supervisor continuously evaluates the service desk team programs, processes, and procedures, adjusting them to manage known and emerging issues.

Minimum Specifications

Education - Must have a bachelors degree in, Computer Science, Information Systems, Management Information Systems, or a related field.

Experience - Must have six years of cumulative experience consisting of help desk, desktop support, and/or technical engineering experience. - Prefer 10+ years of relevant information technology support experience. - Must have a least 2 years of experience with workforce management of a 24/7 IT Help Desk call center of 20 or more Agents. - Healthcare IT or a related environment preferred. - Must have 2 years of supervisory experience in an IT Help Desk environment. - Prefer experience with ServiceNow IT Service Management Tool. - Must have at least 2 years of experience of incident management, systems management, and technical customer support. - At least1 year of experience with remote access software, Office Automation Software Suites, modern Operating Systems, and Networking principles.

Equivalent Education and/or Experience - May have an equivalent combination of education and/or experience in lieu of specific education and/or experience as stated above.

Certification/Registration/Licensure - Prefer CompTIA A+ certification. - Prefer ITIL Foundations certification.

Required Tests for Placement Skills or Special Abilities - Proven skillset in Help Desk Quality Assurance and/or Training (content creation and delivery). - Outcome and solution oriented with a high sense of urgency. - Must have an expert level knowledge of IT help desk environment, including troubleshooting protocols. - Must have knowledge of call center Monitoring Tools, such as call listening, chatroom, and call metric reporting tools. - Must be able to demonstrate critical thinking, situational awareness, time management and organizational skills. - Must be able to adjust to multiple demands, shifting priorities, ambiguity and rapid change. - Must be able to demonstrate knowledge and ability to operate a computer using word processing, spreadsheet, and data management software. - Must have excellent verbal and written communication skills. Demonstrated ability to communicate effectively, both written and orally, among the customers base and Help Desk team. - Must have excellent presentation skills. - Must be able to demonstrate effective leadership skills and techniques. - Must be able to demonstrate skills with work force scheduling tools for a similar sized employee base. - Must be able to demonstrate ability to improve agent behavior and performance, using both an informal coaching process as well as a formal document/evaluation process. - Self-motivated, able to work independently, and takes initiative. - Microsoft Office 365 application suite.

Responsibilities Responsibilities 1. Provide leadership, supervision, workforce management, and daily guidance to Service Desk staff. Manage a team of agents to perform systems trouble shooting and setup process requiring multiple detailed processes and procedures. 2. Selects, trains, schedules, motivates, develops, and supervises IT Help Desk Agents. 3. Creates and maintains a service-oriented Service Desk culture. 4. Develops a performance measurements framework based on service desk best practices and facilitating a feedback system to team members on issues such as customer service, communication, and technical skills. 5. Develops and manages the Service Desk team schedule. Evaluates, prioritizes, and schedules Agents to ensure the uninterrupted support to End-Users and supports the service desks productivity, key performance indicators (KPI), and service level objective (SLO) targets. 6. Actively monitors daily call center activity. Directs staff activities in relation to real-time call volume demand, day-to-day and minute-by-minute, to optimize availability to support inbound calls and self-service tickets. 7. Performs daily, weekly, and monthly reviews of the Service Desk's performance metrics to measure productivity, key performance indicators (KPI), and service level objectives (SLO). Makes corrective actions to optimize Service Desk performance. 8. Provides daily, weekly, and monthly reporting as defined by leadership. 9. Identifies gaps in knowledge of supervised employees and works to further develop their knowledge and/or correct deficiencies by either creating or organizing opportunities for learning, behavior modification, or hands-on experiences. 10. Reviews and applies coaching methods to improve agent inbound call interaction, customer follow-up actions, and troubleshooting skills. 11. Evaluates employee performance and makes recommendations for disciplinary actions up to and including termination, to ensure maximum utilization of individual and group capabilities. 12. Identifies and analyzes the design of jobs, work processes, workflows, etc. for the service desk. Implements appropriate changes to improve the effectiveness, productivity, and efficiency that support the overall goals of the department and Parkland. 13. Develops the IT Service Management Tool (ServiceNow) to complement Agent workflows to ensure ensure proper routing of tickets and handling of tickets. 14. Collaborates with other departments in cross-functional activities and work towards to solve incidents and improve workflows. 15. Acts as escalation point for critical issues, major incidents and facilitates a final resolution. 16. Participates in the Service Desk leader on-call rotation for after hours and weekend coverage for Incident escalations. Provides additional coverage as needed. 17. Perform other related duties as assigned.

Parkland Health and Hospital System prohibits discrimination based on age (40 or over), race, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, genetic information, disability, national origin, marital status, political belief, or veteran status.As part of our commitment to our patients and employees wellness, Parkland Health is a tobacco and smoke-free campus.

• Manage and mentor a team of help desk technicians, providing guidance, training, and performance evaluations to ensure high levels of productivity and professionalism.
• Oversee the daily operations of the help desk, ensuring timely and effective resolution of user issues and requests. Maintain a high level of customer satisfaction through excellent service.
• Develop and implement help desk policies, procedures, and best practices to enhance efficiency and service quality, including the enhancement and maintenance of the help desk software platform.
• Continuously evaluate and improve help desk processes to enhance overall service levels and customer experience.
• Serve as an escalation point for complex technical issues, providing advanced troubleshooting and problem-solving support. Stay current with industry trends and technologies to ensure the team is equipped with the latest knowledge.
• Oversee the upgrade process from Windows 10 to Windows 11.
• Generate and analyze help desk performance metrics and reports to identify trends, areas for improvement, and opportunities for training. Present findings to senior management.
• Improve the tracking and reporting of help desk performance using Halo ITSM.
• Evaluate opportunities to better leverage AI in the delivery of help desk services.
• Work closely with other IT teams and departments to ensure seamless support and integration of IT services. Foster a collaborative and supportive work environment.
• Manage the onboarding and offboarding processes for new employees and contractors, including provisioning equipment, applications, and security access.
• Ensure adherence to security, privacy, stewardship, and other company policies.

• Bachelor's degree in Information Technology, Computer Science, related field or equivalent experience.
• Proven experience in a help desk or IT support role, with at least 5 years in a managerial or supervisory position.
• Strong technical knowledge of IT systems, software, and hardware.
• Excellent leadership, communication, and interpersonal skills.
• Ability to manage multiple priorities and work effectively under pressure.
• Customer-focused mindset with a commitment to delivering high-quality service.

• ITIL or other relevant certifications.
• Experience with designing and configuration help desk ITSM software and ticketing systems.
• Knowledge of network and system administration.

• In-office leadership in a prime downtown Dallas location.
• Limited domestic travel (up to 10%).
• Periodic evening and weekend work as business circumstances dictate.

Interested in a career with both meaning and growth? Whether your abilities are in direct patient care or one of the many other areas of healthcare administration and support, everyone at Parkland works together to fulfill our mission: the health and well-being of individuals and communities entrusted to our care. By joining Parkland, you become part of a diverse healthcare legacy that's served our community for more than 125 years. Put your skills to work with us, seek opportunities to learn and join a talented team where patient care is more than a job. It's our passion.

Primary Purpose 1. Responsible for supervising Help Desk Support staff in a 24x7x365 call center, including activities associated with the identification, prioritization, support and resolution of reported Incidents and service requests, ensuring our end users are receiving the appropriate technical assistance in an effective and timely manner. The Help Desk Supervisor will help develop, lead and motivate a high-performance team of Service Desk professionals to deliver excellent technical support with a high degree of customer satisfaction. The Help Desk Supervisor continuously evaluates the service desk team programs, processes, and procedures, adjusting them to manage known and emerging issues.

Minimum Specifications

Education - Must have a bachelors degree in, Computer Science, Information Systems, Management Information Systems, or a related field.

Experience - Must have six years of cumulative experience consisting of help desk, desktop support, and/or technical engineering experience. - Prefer 10+ years of relevant information technology support experience. - Must have a least 2 years of experience with workforce management of a 24/7 IT Help Desk call center of 20 or more Agents. - Healthcare IT or a related environment preferred. - Must have 2 years of supervisory experience in an IT Help Desk environment. - Prefer experience with ServiceNow IT Service Management Tool. - Must have at least 2 years of experience of incident management, systems management, and technical customer support. - At least1 year of experience with remote access software, Office Automation Software Suites, modern Operating Systems, and Networking principles.

Equivalent Education and/or Experience - May have an equivalent combination of education and/or experience in lieu of specific education and/or experience as stated above.

Certification/Registration/Licensure - Prefer CompTIA A+ certification. - Prefer ITIL Foundations certification.

Required Tests for Placement Skills or Special Abilities - Proven skillset in Help Desk Quality Assurance and/or Training (content creation and delivery). - Outcome and solution oriented with a high sense of urgency. - Must have an expert level knowledge of IT help desk environment, including troubleshooting protocols. - Must have knowledge of call center Monitoring Tools, such as call listening, chatroom, and call metric reporting tools. - Must be able to demonstrate critical thinking, situational awareness, time management and organizational skills. - Must be able to adjust to multiple demands, shifting priorities, ambiguity and rapid change. - Must be able to demonstrate knowledge and ability to operate a computer using word processing, spreadsheet, and data management software. - Must have excellent verbal and written communication skills. Demonstrated ability to communicate effectively, both written and orally, among the customers base and Help Desk team. - Must have excellent presentation skills. - Must be able to demonstrate effective leadership skills and techniques. - Must be able to demonstrate skills with work force scheduling tools for a similar sized employee base. - Must be able to demonstrate ability to improve agent behavior and performance, using both an informal coaching process as well as a formal document/evaluation process. - Self-motivated, able to work independently, and takes initiative. - Microsoft Office 365 application suite.

Responsibilities Responsibilities 1. Provide leadership, supervision, workforce management, and daily guidance to Service Desk staff. Manage a team of agents to perform systems trouble shooting and setup process requiring multiple detailed processes and procedures. 2. Selects, trains, schedules, motivates, develops, and supervises IT Help Desk Agents. 3. Creates and maintains a service-oriented Service Desk culture. 4. Develops a performance measurements framework based on service desk best practices and facilitating a feedback system to team members on issues such as customer service, communication, and technical skills. 5. Develops and manages the Service Desk team schedule. Evaluates, prioritizes, and schedules Agents to ensure the uninterrupted support to End-Users and supports the service desks productivity, key performance indicators (KPI), and service level objective (SLO) targets. 6. Actively monitors daily call center activity. Directs staff activities in relation to real-time call volume demand, day-to-day and minute-by-minute, to optimize availability to support inbound calls and self-service tickets. 7. Performs daily, weekly, and monthly reviews of the Service Desk's performance metrics to measure productivity, key performance indicators (KPI), and service level objectives (SLO). Makes corrective actions to optimize Service Desk performance. 8. Provides daily, weekly, and monthly reporting as defined by leadership. 9. Identifies gaps in knowledge of supervised employees and works to further develop their knowledge and/or correct deficiencies by either creating or organizing opportunities for learning, behavior modification, or hands-on experiences. 10. Reviews and applies coaching methods to improve agent inbound call interaction, customer follow-up actions, and troubleshooting skills. 11. Evaluates employee performance and makes recommendations for disciplinary actions up to and including termination, to ensure maximum utilization of individual and group capabilities. 12. Identifies and analyzes the design of jobs, work processes, workflows, etc. for the service desk. Implements appropriate changes to improve the effectiveness, productivity, and efficiency that support the overall goals of the department and Parkland. 13. Develops the IT Service Management Tool (ServiceNow) to complement Agent workflows to ensure ensure proper routing of tickets and handling of tickets. 14. Collaborates with other departments in cross-functional activities and work towards to solve incidents and improve workflows. 15. Acts as escalation point for critical issues, major incidents and facilitates a final resolution. 16. Participates in the Service Desk leader on-call rotation for after hours and weekend coverage for Incident escalations. Provides additional coverage as needed. 17. Perform other related duties as assigned.

Parkland Health and Hospital System prohibits discrimination based on age (40 or over), race, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, genetic information, disability, national origin, marital status, political belief, or veteran status.As part of our commitment to our patients and employees' wellness, Parkland Health is a tobacco and smoke-free campus.

Interested in a career with both meaning and growth? Whether your abilities are in direct patient care or one of the many other areas of healthcare administration and support, everyone at Parkland works together to fulfill our mission: the health and well-being of individuals and communities entrusted to our care. By joining Parkland, you become part of a diverse healthcare legacy that's served our community for more than 125 years. Put your skills to work with us, seek opportunities to learn and join a talented team where patient care is more than a job. It's our passion.

Primary Purpose 1. Responsible for supervising Help Desk Support staff in a 24x7x365 call center, including activities associated with the identification, prioritization, support and resolution of reported Incidents and service requests, ensuring our end users are receiving the appropriate technical assistance in an effective and timely manner. The Help Desk Supervisor will help develop, lead and motivate a high-performance team of Service Desk professionals to deliver excellent technical support with a high degree of customer satisfaction. The Help Desk Supervisor continuously evaluates the service desk team programs, processes, and procedures, adjusting them to manage known and emerging issues.

Minimum Specifications

Education - Must have a bachelors degree in, Computer Science, Information Systems, Management Information Systems, or a related field.

Experience - Must have six years of cumulative experience consisting of help desk, desktop support, and/or technical engineering experience. - Prefer 10+ years of relevant information technology support experience. - Must have a least 2 years of experience with workforce management of a 24/7 IT Help Desk call center of 20 or more Agents. - Healthcare IT or a related environment preferred. - Must have 2 years of supervisory experience in an IT Help Desk environment. - Prefer experience with ServiceNow IT Service Management Tool. - Must have at least 2 years of experience of incident management, systems management, and technical customer support. - At least1 year of experience with remote access software, Office Automation Software Suites, modern Operating Systems, and Networking principles.

Equivalent Education and/or Experience - May have an equivalent combination of education and/or experience in lieu of specific education and/or experience as stated above.

Certification/Registration/Licensure - Prefer CompTIA A+ certification. - Prefer ITIL Foundations certification.

Required Tests for Placement Skills or Special Abilities - Proven skillset in Help Desk Quality Assurance and/or Training (content creation and delivery). - Outcome and solution oriented with a high sense of urgency. - Must have an expert level knowledge of IT help desk environment, including troubleshooting protocols. - Must have knowledge of call center Monitoring Tools, such as call listening, chatroom, and call metric reporting tools. - Must be able to demonstrate critical thinking, situational awareness, time management and organizational skills. - Must be able to adjust to multiple demands, shifting priorities, ambiguity and rapid change. - Must be able to demonstrate knowledge and ability to operate a computer using word processing, spreadsheet, and data management software. - Must have excellent verbal and written communication skills. Demonstrated ability to communicate effectively, both written and orally, among the customers base and Help Desk team. - Must have excellent presentation skills. - Must be able to demonstrate effective leadership skills and techniques. - Must be able to demonstrate skills with work force scheduling tools for a similar sized employee base. - Must be able to demonstrate ability to improve agent behavior and performance, using both an informal coaching process as well as a formal document/evaluation process. - Self-motivated, able to work independently, and takes initiative. - Microsoft Office 365 application suite.

Responsibilities Responsibilities 1. Provide leadership, supervision, workforce management, and daily guidance to Service Desk staff. Manage a team of agents to perform systems trouble shooting and setup process requiring multiple detailed processes and procedures. 2. Selects, trains, schedules, motivates, develops, and supervises IT Help Desk Agents. 3. Creates and maintains a service-oriented Service Desk culture. 4. Develops a performance measurements framework based on service desk best practices and facilitating a feedback system to team members on issues such as customer service, communication, and technical skills. 5. Develops and manages the Service Desk team schedule. Evaluates, prioritizes, and schedules Agents to ensure the uninterrupted support to End-Users and supports the service desk's productivity, key performance indicators (KPI), and service level objective (SLO) targets. 6. Actively monitors daily call center activity. Directs staff activities in relation to real-time call volume demand, day-to-day and minute-by-minute, to optimize availability to support inbound calls and self-service tickets. 7. Performs daily, weekly, and monthly reviews of the Service Desk's performance metrics to measure productivity, key performance indicators (KPI), and service level objectives (SLO). Makes corrective actions to optimize Service Desk performance. 8. Provides daily, weekly, and monthly reporting as defined by leadership. 9. Identifies gaps in knowledge of supervised employees and works to further develop their knowledge and/or correct deficiencies by either creating or organizing opportunities for learning, behavior modification, or hands-on experiences. 10. Reviews and applies coaching methods to improve agent inbound call interaction, customer follow-up actions, and troubleshooting skills. 11. Evaluates employee performance and makes recommendations for disciplinary actions up to and including termination, to ensure maximum utilization of individual and group capabilities. 12. Identifies and analyzes the design of jobs, work processes, workflows, etc. for the service desk. Implements appropriate changes to improve the effectiveness, productivity, and efficiency that support the overall goals of the department and Parkland. 13. Develops the IT Service Management Tool (ServiceNow) to complement Agent workflows to ensure ensure proper routing of tickets and handling of tickets. 14. Collaborates with other departments in cross-functional activities and work towards to solve incidents and improve workflows. 15. Acts as escalation point for critical issues, major incidents and facilitates a final resolution. 16. Participates in the Service Desk leader on-call rotation for after hours and weekend coverage for Incident escalations. Provides additional coverage as needed. 17. Perform other related duties as assigned.

Parkland Health and Hospital System prohibits discrimination based on age (40 or over), race, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, genetic information, disability, national origin, marital status, political belief, or veteran status. As part of our commitment to our patients and employees' wellness, Parkland Health is a tobacco and smoke-free campus.

• Fields incoming problem requests from clients via telephone, e-mail, and in person.
• Prioritizes and schedules problem resolution, escalating when necessary.
• Documents the support request process thoroughly.
• Performs Microsoft Active Directory user administration setup functions.
• Provides hands-on support and training at desktop locations.
• Monitors/manage data center systems and performs necessary work remotely or onsite, including evenings and weekends.
• Procures, configures, installs, and supports multiple hardware, software solutions, and network components.

• General knowledge of cybersecurity principles.
• Basic knowledge of MS Servers and Windows Desktop operating systems.
• Experience supporting various platforms including PC/MAC/Android/IOS.
• Basic knowledge of Linux command line environment.
• Proficient communication skills in English.
• Exceptional interpersonal skills with a focus on customer service.
• Proven analytical and problem-solving abilities.
• Ability to prioritize tasks in a high-pressure environment.
• Proficiency in Microsoft Office.
• Ability to interact effectively with all levels of employees.

• Associate degree in Computer Science, Information Technology, or related field, or equivalent work experience.
• 1-3 years of experience in an IT Analyst role supporting multiple hardware and software platforms.

• Frequent lifting (up to 25lbs), walking, stooping, and bending.
• Occasionally ascends/descends a ladder for network solutions.

• In the performance of their respective tasks and duties, all employees are expected to conform to the following:
• Perform quality work within deadlines with or without direct supervision.
• Interact professionally with other employees, customers, and suppliers.
• Work effectively as a team contributor on all assignments.
• Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.

• Ensure end-users are provided efficient and timely resolution on assigned incidents, according to SLAs.
• Ensure support availability for end-users for urgent incident resolution on a 24/7 basis, as needed.
• Support departmental efforts to achieve and maintain 99.999% uptime for mission-critical systems.
• Maintain a culture of optimum end-user experience with technologies.
• Maintain knowledge of HIPAA privacy and security.
• Perpetuate a culture of HIPAA compliance with the use of technology.
• Perform staff scheduling to ensure Help Desk coverage during normal business hours, field support, and on-call rotation as required.
• Train help desk staff to answer and resolve incoming calls. Solves or assists help desk representatives in solving non-routine or complex. software, hardware, network system, and procedural problems.
• Manage the Help Desk staff on performance evaluations, hiring, and disciplinary responsibilities.
• Understands and enforces company policies as published in the policies and procedures.
• Appropriately delegate assignments and provide tracking for optimal performance delivery.
• Establish and maintain a Help Desk ticketing system for task management, workflow, and tracking.
• Monitor information system, enabling Help Desk staff and support technicians to recover outages with minimal disruption to expected service levels.
• Maintain appropriate escalation procedures to ensure efficient incident resolution regardless of complexity.
• Analyze incident reports to identify chronic conditions for resolution by way of training or re-engineering.
• Ensure daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department.
• Ensure that decisions made to improve the overall customer support of the Help Desk are continually carried through.
• Coordinate the training requirements of Help Desk personnel.
• Contribute to departmental productivity and development objectives by participating in training programs.
• Provide leadership by projecting a positive attitude and providing learning incentives.
• Accurately communicate pertinent information.
• Assist in the development and implementation of quality improvement programs for assigned departments.
• Solve problems and make decisions daily relative to Help Desk responsibilities.
• Represent Help Desk in business initiatives where new workflows will result in increased calls for support.
• Represent the IT Department with enthusiasm and create a positive image for efficient incident resolution.
• Professionally resolve problem situations.
• Accurately communicate pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service.
• Cost-effectively perform duties to avoid waste of resources without jeopardizing the quality of care and service.
• Maintain competency and enhance professional growth and development through continuing education and conferences.
• Provide off-hours/after-hours support for all critical support issues, providing advanced first-level technology support.
• Meet with technology technicians, attend seminars, and read industry-related publications to remain abreast of technology advances.
• Management skills are required to successfully perform the planning, directing, reporting, and administrative responsibilities of this position.
• Demonstrate management and decision-making skills concerning Information Systems policies, processes, and procedures, with a proven track record of completing tasks and/or projects within budget and on schedule.
• Manage multiple high-priority initiatives in a fast-paced, highly technical environment.
• Perform duties and responsibilities as assigned by the Director of Information Technology.
• Create long-term strategies for the growth and maintenance of the help desk department, and make budgetary recommendations to management.
• Confer with staff, end-users, supervisors, and managers to determine support requirements for new features, applications, or the company's system functionality.
• Prepare activity reports and write recommendations for management review.
• Coordinate the scheduling of help desk technicians.
• Assist with the implementation of procedures for regulatory and compliance changes for the company.

• High School Diploma or GED is required.
• Associate's or Bachelor's Degree is preferred,and/or professional certifications in Computer Science, technology, or related disciplines.

• Advanced knowledge of business-critical applications (NextGen, Windows, Outlook, MS365).
• Advanced knowledge of help desk ticket management and reporting system (Manage Engine).
• Advanced knowledge of help desk escalation and service level agreement protocols.
• Advanced knowledge of computing hardware (IGels, laptops, desktops).
• Functional knowledge of network infrastructure for thin client environments.
• Functional knowledge of network applications.
• Basic understanding of /LAN/WAN/, PC, Servers, and thin client hardware.
• Basic knowledge of network protocols such as DNS, DHCP, TCP/IP.
• Basic knowledge of routing and switching equipment.
• Support technology end-users at Level 1 and Level 2, and escalate Level 3 severity issues.
• Manage Microsoft Active Directory services for user access to data systems.
• Demonstrates strong written and verbal communication skills required to present department plans and activities to individuals and groups throughout the company.
• Prepares, reads, comprehends, and analyzes a variety of complex forms, reports, spreadsheets, maps, plans, records, documentation, and correspondence required by the job.
• Speaks to individuals or groups of people with poise, voice control, and confidence.
• Responds adequately to inquiries or complaints.
• Applies principles of logical or scientific thinking to define problems, collect data, establish facts, and draw valid conclusions.
• Applies common sense understanding to carry out instructions furnished in written, oral, or diagrammatic form.
• Communicates effectively and efficiently in whatever communication device or system is required (telephone, email, chat).
• Uses/interprets job-related terminology, and functions effectively and efficiently.
• Deals with people beyond giving and receiving instructions, and maintaining effective working relationships.
• Performs under stress, deals with persons acting under stress, and adapts when confronted with emergencies.
• Operates /uses a variety of job-specific office machines and other office equipment.
• Manages multiple high-priority initiatives in a fast-paced, highly technical environment.
• Successfully performs the planning, directing, reporting, and administrative responsibilities of this position.
• Uses written and verbal communication skills to present department plans and activities to individuals and groups throughout the company.

• Accurately interpret and enforce company policies and procedures.
• Provide fast and accurate resolution or assignment/escalation on all incidents reported to the Help Desk.
• Thoroughly and accurately document root cause, resolution, and other important incident data.
• Audit and ensure accuracy for subordinate documentation on assigned incidents.
• Ensure staff development to maintain enthusiastic, courteous, and professional end-user engagement.
• Communicate professionally and respectfully with clients, superiors, subordinates, and others.
• Precision and accuracy in problem resolutions.
• Enthusiasm and professional conduct in end-user support.
• Responsiveness to SLAs on assignments.
• Specific system knowledge and execution of routine tasks.
• Knowledge and enforcement of HIPAA policies and procedures.
• Use of Tools and Technology.
• Adherence to best practices.
• Availability/Uptime of assigned systems.
• Knowledge and skillset.
• Completion of continuing education and assigned training.
• Contribution and cooperation in a multi-team environment.

• Ability to work long hours during project roll-outs or maintenance windows.
• Ability to lift a minimum of 50lbs.
• Ability to work independently of others and as a team player.

• Medical, Dental, and Vision insurance
• Short-term/Long-term disability
• Life and other voluntary plans
• 401(k) plan
• Employee Referral Program
• Paid Time-Off
• Company-Paid Holidays