We’re unique. You should be, too.We’re changing lives every day. For both our patients and our team members. Are you innovative and entrepreneurial minded? Is your work ethic and ambition off the charts? Do you inspire others with your kindness and joy?We’re different than most primary care providers. We’re rapidly expanding and we need great people to join our team.The Supervisor, IT Support will manage all the processes, procedures, priorities and follow up for the IT Technicians to physically handle all computer hardware and software issues that come up company-wide on a daily basis. Interacts with and oversees the purchase of hardware and software, plans and schedules staff to carry out the installation/maintenance of systems.ESSENTIAL JOB DUTIES/RESPONSIBILITIES:
Supervises a staff of Field Technicians assigned at different locations throughout the company.
Maintains Windows based servers and workstations, network infrastructure devices, network and system security measures, Windows domain, VoIP, Printers, and backup systems.
Troubleshoots and resolves support tickets from clients both local and remotely with and without remote access tools.
Monitors and reports on systems through console to ensure network and system uptime through preventative actions.
Assists with projects when applicable. Installation and maintenance of medical equipment (when not under contract by 3rd party vendor) and hardware and software.
Provides management for Tier 2 staff that provides support to center and administrative staff for general network connectivity, desktop and mobile computing environments, and peripherals.
Acts as project manager, typically performs time estimates and regularly reviews status of projects.
Facilitates customer resolution for escalated tickets and engages the necessary technical support.
Leads team members to better performance and improved service quality outcomes through supervision of activities and performance metrics. Ensures goals are met and/or exceeded. Provides reliable, efficient support for team and customers.
Evaluates service interactions to ensure the highest quality service standards.
Collaborates on continuous improvement of processes, training, etc. to best meet the changing environment.
Ensures completion of onboarding activities for team members.
Performs other duties as assigned and modified at manager’s discretion.
KNOWLEDGE, SKILLS AND ABILITIES:
Competent -level business acuity
Comprehensive knowledge and understanding of general/core job-related functions, practices, processes, procedures, techniques and methods
n-Depth knowledge and understanding of the disciplines associated with supporting a medical center/branch office (Managing Lifecycle of Workstations and other End User Computing devices, printers, VoIP phones).
Strong leadership, creative thinking and customer skills. Leads by example, passionate about service and promoting high quality outcomes.
Hands-on experience with maintaining / supporting technology and users across multiple locations.
Excellent organizational skills. Effective and accurate decision-making skills
Strong coaching/mentoring skills, ability to motivate employees
Possesses a positive attitude that fosters a high performing culture
Observant and detail-oriented
Ability to multitask and remain even keeled under pressure, especially during peak hours or intense situations
Able to function with precision and expertise in a fast-paced environment.
Ability and willingness to travel locally, regionally and nationwide up to 30% of the time; flexible to work evening, weekends and/or holidays as needed.
Excellent written and verbal communications skills with fluency in English.
Proficient skill in Microsoft Office Suite products including Excel, Word, PowerPoint and Outlook; competent in other systems required for the position
This job requires use and exercise of independent judgment
Ability and willingness to travel locally and/or regionally up to 25% of the time
EDUCATION AND EXPERIENCE CRITERIA:
Bachelor’s degree in Information Technology, Computer Science or a related field OR additional experience above the minimum will be considered in lieu of the required education on a year-for-year basis required
A minimum of 4 years’ work experience in Information Technology or a related field required
Certifications such as A+ and Network+ strongly preferred, additional Certifications a plus
This position requires possession and maintenance of a current, valid Driver’s License
Prior IT Help Desk or Desktop Support experience required
Experience with IT ticketing systems
Lead experience in project delivery preferred
Minimum 1 year leadership experience preferred; and/or management & leadership training highly desired in lieu
We’re ChenMed and we’re transforming healthcare for seniors and changing America’s healthcare for the better. Family-owned and physician-led, our unique approach allows us to improve the health and well-being of the populations we serve. We’re growing rapidly as we seek to rescue more and more seniors from inadequate health care.ChenMed is changing lives for the people we serve and the people we hire. With great compensation, comprehensive benefits, career development and advancement opportunities and so much more, our employees enjoy great work-life balance and opportunities to grow. Join our team who make a difference in people’s lives every single day.Current Employee apply HERE (https://careers.chenmed.com/i/us/en/homerevisited)Current Contingent Worker please see job aid HERE to apply