Overview

Serves as desktop and end-user equipment expert. Meets with users to determine quality of service. Efficient in completing user requests. Researches and analyzes computerized system methods and best practices and recommends those best suited for enhancing the productivity and efficiency of DMH operations. Achieves IS operations objectives by implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; determining system improvements; implementing change. Maintains complete and accurate documentation and expert knowledge of IS Helpdesk software application. Assigns issue priorities and maintains work scheduled required to meet project deadlines.Provides supervision to Communications department staff insuring 24/7 operations; IS Help Desk, and Desktop technicians; serves on clinical committees as assigned.

Responsibilities

Serves as desktop and end-user equipment expert. Meets with users to determine quality of service. Efficient in completing user requests. Researches and analyzes computerized system methods and best practices and recommends those best suited for enhancing the productivity and efficiency of DMH operations. Achieves IS operations objectives by implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; determining system improvements; implementing change. Maintains complete and accurate documentation and expert knowledge of IS Helpdesk software application. Assigns issue priorities and maintains work scheduled required to meet project deadlines.Provides supervision to Communications department staff insuring 24/7 operations; IS Help Desk, and Desktop technicians; serves on clinical committees as assigned.

Qualifications

Minimum Knowledge, Skills, Experience Required:

• Demonstrates advanced technical knowledge and abilities with:
• · Computer software, software design and development, hardware, equipment assembly and installation;
• · Installing, operating, adapting, diagnosing and repairing malfunctions in application software;
• · Oral and written communication;
• · Record and interpret information accurately;
• · Handle multiple duties simultaneously;
• · Use common sense, independent learning, and technical information to solve problems. 

Education: Requires general knowledge acquired through a four-year college education or equivalent experience.

Experience: Minimum five years experience in a directly related Information System role required. Previous experience in assigned business lines and/or healthcare setting highly desirable.