Computer Tech Supervisor - Good Shepherd Health Care

Provider paid benefits - Medical, Dental, and Vision

Salary Range: Min: $62,050.56  Max:  $100,064.64

Employer paid benefits medical, dental, and vision.

The Computer Technician Supervisor will manage and lead a small team of computer technicians and support a diverse set of technologies and customers. Essential functions of this position are subject matter expertise in providing technical support along with experience leading a help desk support team. This position will be responsible and accountable for all HR duties of this team, including performance management and time management. This role will serve as a point of escalation for complex technical issues while also providing hands-on support and guidance to resolve critical incidents.

As hands-on supervisor, this role will provide support to customers to resolve problems with products and applications, collaborating with 3^rd party vendors as required, demonstrate exceptional customer service skills and be comfortable delivering support via phone, in-person and with remote access tools. This position must demonstrate strong troubleshooting skills and be dedicated to tracking issues through well-documented tickets. This position requires occasional travel to all Good Shepherd locations to provide technical and project support. Some lifting up to 50lbs. Standby and after-hours availability (on-call rotation). Other duties as assigned.

This position reports to the Technology Manager and works in partnership with all IT Staff and Clinical Operations team members to provide service excellence across the Good Shepherd Health Care System community.

• Excellent leadership and communication skills, with the ability to motivate and inspire team members
• Must be able to write and document in a clear, concise professional manner
• Delivers exceptional service and demonstrates strong interpersonal skills that allow for a constructive working relationship with a diverse population of customers
• Remains calm and professional under pressure
• Strong technical background with expertise in troubleshooting hardware, software, and network issues
• Demonstrated technical analysis and problem-solving capabilities
• Experience working with Help Desk software and best practice workflows; knowledge of ITIL a plus
• Works well independently and as part of a team
• Able to learn quickly and adapt to new and changing technologies

Education:

• Bachelor’s degree in information technology, computer science or a related field strongly preferred

• IT certifications (e.g., ITIL, CompTIA, Microsoft) are a plus

Experience:

• Proven experience (3+ years) in a helpdesk management/supervisory role, preferably in a healthcare environment

• Minimum of 5 years working directly with end users

Physical Requirements: Occasional bend, stoop and reach. Must be able to effectively communicate with staff, clients and public. Able to adapt to rapid changes in the healthcare environment.

Working Conditions

Inside environment, protected from the weather but not necessarily temperature changes.  Subject at times to infection, contagious disease, and hazardous material and equipment.  May be subjected to combative patients.  Variable noise levels.