What are the responsibilities and job description for the Helpdesk Supervisor position at Lowell Community Health Center?
Company Description
Based in the heart of downtown Lowell, Lowell Community Health Center is currently hiring for a Helpdesk Supervisor for its Information Technology Department.
With nearly 400 employees, the Health Center has expanded and relocated to a new state-of-the-art facility as of January 2013. The Health Center is a diverse, community-based health care agency. Lowell Community Health Center programs have been recognized as national models. The Health Center was also named one of the top five health centers in the nation for excellence in cultural competency. The Health Center's employees speak 28 different languages and over 80 staff are trained in medical interpreting.The Health Center accepts most private insurances along with Mass Health, Medicare, Commonwealth Care and Commonwealth Choice health plans. No patient will be denied health care services because of inability to pay. In 2012, the Health Center served over 155,000 patients.
Job Description
Under the direction of the Information Technology (IT) Director, the Help Desk Supervisor leads the team providing installation, maintenance, and support services for various technologies, including desktop computers, VoIP telephones, audio-visual equipment, printers, copiers, and related software applications. This is a salaried, working supervisor position for the I.T. Help Desk, which provides essential support to all administrative and clinical departments during operating hours. Occasional after-hours duties are required and this position will be a part of the on-call rotation.
The Help Desk Supervisor should be an experienced technician with a strong working knowledge of Windows-based systems, have excellent customer service skills, the ability to plan and execute help desk projects with minimal disruptions to the end-users, and the ability to lead a team effectively. This role supports other IT operations as needed and works closely with other I.T. roles including the manager of the electronic medical record system team, the I.T. project manager, vendors, and other network and server administrators.
Supervises, manages, and provides performance evaluations for two (2) help desk personnel. Provides input to the Departmental Director for management, budget, and administration matters.
Qualifications
Employee must have or be working towards a Bachelor’s degree in a related field.
Employee must have a working knowledge of desktop and client-server software and applications including but not limited to: MS Windows 7/10, MS Office 2010/2013, MS Windows Server 2008/2012 and MS Active Directory, Adobe Acrobat, HP Printers, Xerox copy/scan/print devices, thin-client technology, cell phones, Cisco VoIP phones, audio-visual support (projectors, TVs, and laptops).
In addition the employee must have a good working knowledge of networking fundamentals and be familiar with the OSI model, DHCP, DNS, TCPIP, and 802.11 wireless technologies.
The following are desired, but not required: A Microsoft Certified Technology Specialist (MCTS) certification, CompTIA A or CompTIA Network certification, knowledge of virtual server environments (VMWare and MicrosoftHyper-V), eClinicalWorks.
Must possess a minimum of five years general IT Help Desk and/or Desktop Support experience in a networked business environment, with at least one year in a supervisory role.
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Additional Information
Lowell Community Health Center is an Equal Opportunity Employer. We are proud not only of being one of Lowell's largest primary care providers, but of our history serving the community. For over 40 years, Lowell Community Health Center has been offering quality, caring, and culturally appropriate health care services to the people of Greater Lowell, Massachusetts.