Position Summary: 

The supervisor heads a team of IT Helpdesk Technicians charged with delivering exceptional, timely, and professional support on a broad range of IT-related questions and concerns. Oversees the functions of the Helpdesk, coordinates schedule to support 24 x 7 operations, prepares and approves time sheets, and oversees training of Helpdesk Technicians. Responsible for the service management platform, creating and updating KB articles and maintains IT equipment inventory. Resolves end-user problems, installs, troubleshoots, and repairs computer systems, hardware and computer peripherals, creates user access to systems, applications, and data. Responds to customers via phone and email regarding support, user access, and a broad range of IT related questions and concerns.

Minimum Qualifications:

Required

Associate’s degree in Information Technology field or equivalent work experienceThree (3) years of experience in an IT support roleTwo (2) years of experience as a Lead or Supervisor role

Preferred

Bachelor’s Degree in Information Technology or related field

Essential Job Functions:

In addition to the essential functions of the job listed below, employees must have on-time completion of all required education as assigned per DNV requirements, Bozeman Health policy, and other registry requirements.

Understands and carries out assigned objectives, working with Helpdesk Support Technicians to achieve them.Coordinates and oversees the Helpdesk staff and services. Continuously assesses, measures, reports and improves departmental performance.Hands-on experience with setup, installation and maintenance of desktop computers, laptops, tablets, printers, and networking equipment.Hires mentors and coaches staff encouraging growth within the BH IT department.Delegate’s duties as needed and ensures tasks are completed with accuracy and timeliness by the team.Coaches and motivates team members to produce desired results providing feedback as necessary in areas where improvement needs are identified.Ability to think quickly and decisively and search for alternative solutions in challenging situations.20% of time spent managing service management platform. Promotes and implements constant improvement in design, usage, staff development and the delivery of proactive professional service.Coordinates meetings, training and education for Helpdesk team.Develops good relationships with customers and management throughout the organization. Communicates clearly and concisely.Shares knowledge and skills with other IT support staff to promote a collective knowledge base. Seek out learning opportunities from co-workers.Keeps up with trends in the constantly evolving information technology industry and implements best practices.Serves as initial point of contact for all customer services issues that are escalated.Provides corrective feedback and counseling as needed to guide staff toward excellence in support and service.Assists other members of the IT team to trouble shoot resolve problems.Ensures documentation is created, maintained, and current.

Knowledge, Skills, and Abilities

Strong leadership managerial skills; ability to plan, delegate, monitor and improve work performanceDemonstrates sound judgement, patience, and maintains a professional demeanor at all timesAbility to work in a busy and stressful environmentStrong interpersonal, verbal and written communication skillsCreativity, problem analysis and decision makingExercises tact, discretion, sensitivity and maintains confidentialityDetail oriented, organizational skills and the ability to prioritizeStandard office equipment and computer applications; MS Office, EMR, internet applications etc.Ability to work varied shifts

Physical Requirements

Lifting, Pushing, and Pulling: Lift 50 pounds of weight (pick up materials, move equipment, etc.) Carry equipment/supplies. Use upper body strength (repair and maintenance work, etc.)Extended Hours: The role may involve working for extended periods, requiring sitting, walking, or standing for eight or more hours daily.Flexible Schedule: The position may necessitate working beyond a standard 40-hour workweek, including weekends and after-hours shifts.On-Call Availability: On-call work may be required to respond to organizational and patient needs promptly.Effective Communication: Proficient in effective communication, both in person and through various technologies.Handling Challenging Situations: The role may involve dealing with upset individuals, requiring the ability to de-escalate situations and work effectively with frustrated patients or familiesRepetitive Tasks: Ability to perform repetitive tasks as needed to fulfill job responsibilities.           

Exposures

Tasks Include Potential Exposure: Job tasks may involve exposure to:

Bloodborne pathogens, such as blood, bodily fluids, or tissues.Radiation in settings where medical imaging procedures are performedVarious chemicals and medications used in healthcare settings. Job tasks may involve handling cleaning products, disinfectants, and other substances.Infectious diseases due to contact with patients in areas that may have contagious illnesses

The above statements are intended to describe the general nature and level of work being performed by people assigned to the job classification.  They are not to be construed as a contract of any type nor an exhaustive list of all job duties performed by the personnel so classified.

77211300 Information Technology