Lead Desktop Tech -- IS Technology - NORTH -- Mon Medical Center Main Campus

With a patient centered culture, the Lead Desktop Tech will provide a positive experience to CUSTOMERS/PATIENTS/COMMUNITY through implementing and supporting end-user devices (PCs, Scanners, Printers, Mobile devices, Carts & etc.…) in a clinical environment. The Lead Desktop tech role is to assist the Technology Services Manager in supporting and ensuring that end users are receiving the appropriate assistance. This includes supporting the management of all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of the Desktop Support functions. This position will be responsible for directing and leading all desktop support staff and will act as first point of escalation for issues and problems on desktop, printers and other equipment.

Reponsibilities
Oversees and directs all desktop support staff to ensure that requests for service and support are addressed in a timely manner according to service levels. Be available for escalations, calls, or questions outside of normal business hours. Oversee the project planning and implementation of workstation and printer refresh projects. Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring system applications. Support Manager in enforcing request handling and escalation policies and procedures. Track and analyze trends in Help Desk request and generate statistical reports. Implement and maintain Knowledge base for not only staff, but also end user community. Ability to work varying shifts to accommodate business needs. Ability to support twenty-four by seven operations to include On Call Rotation between Desktop Technician team. Intimate understanding of Microsoft AD administration, and group policies.

General
Ability to accurately perform assigned tasks and motivate and direct staff members and subordinates. Ability to perform duties with awareness of all company requirements and policies. Ability to promote harmonious working relationships with staff outside the organization. Possesses excellent oral and written communications skills and interpersonal relationship skills. Strong Documentation skills. Attention to detail. Ability to effectively prioritize and execute tasks in a high-pressure environment. Must present a professional appearance and attitude. Record of good attendance and minimal tardiness. Other duties as assigned.

Ability to sit for long periods of time (up to 8 hours).Good hearing is needed for frequent telephone use.Ability to handle a variety of repetitive tasks.Ability to handle multiple projects and tasks under deadlines and with short notice.

Minimum of 6-years’ experience Windows and other desktop operation system. Minimum of 2-years’ experience in patch management, desktop configuration management and implementation. Successful work experience identifying PC problems to a functional level. Successful work experience handling repetitive telephone calls. Help Desk Experience. Healthcare experience/knowledge a plus. Experience preparing instructional documentation. Proven track record in the ability to take on additional responsibilities.