Help Desk Manager manages the staff and operations of an organization's technical help desk. Ensures team members are trained and coached on effective methods to research, troubleshoot, deliver solutions, and access the current product or technical updates. Being a Help Desk Manager trains the team on the help desk systems and tools to identify, document, track, and resolve reported problems. Identifies and gathers key metrics to analyze the help desk performance and identify problem areas. Additionally, Help Desk Manager monitors and measures service metrics and volume to develop standards, improvements, or changes to workflows and resource allocation. Acts as an escalation point and facilitator for severe, critical, or unique issues. May require a bachelor's degree. Typically reports to a director. The Help Desk Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Help Desk Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
Mountain View Hospital is looking for a Help Desk Analyst to join our team!
JOB SUMMARY:
Provide support to end users in the application of technology within the enterprise. Includes working in a 24/7 help desk environment, responding to work orders, and maintaining hardware.
Shift schedule would depend on what is currently available (day or night shifts). No splitting shifts between day and night.
BENEFITS:
Taking care for our community starts with taking care of our own team. Mountain View Hospital is proud to offer its employees competitive and comprehensive benefit packages. Benefits include:
Please note benefits are based on eligibility according to full-time, part-time or PRN status classification.
DUTIES AND RESPONSIBILITIES:
ABOUT MOUNTAIN VIEW:
Mountain View Hospital and our 29 affiliate clinics are committed to providing compassionate, cutting edge care to our patients. We serve the entire Snake River Valley – all the way from Pocatello to Rexburg. Our medical capabilities span everything from wound care to urgent care, oncology to neurology, physical therapy to speech therapy, a Level III NICU, robust robotic surgery department and a continuously expanding rural health practice.
Our work environment is mission driven, people-centric and supportive. It is what sets apart and makes people excited to come to work each day. If you are looking for a career where you can make a difference in your community, we invite you to apply.
Education/Certification: Associates Degree in related field, Industry certifications (i.e. A , Network , Microsoft Cisco).
Experience: 1-2 years in related field. 1-2 years of Health Care Experience. Experience troubleshooting and supporting Microsoft Office Suites. Basic understanding of Active Directory.
Equipment/Technology: Microsoft Technologies (Server/Client), ITIL based support methodologies
Language/Communication: Communication skills using speech and writing. Excellent customer services skills
Mathematical Skills: Basic
Mental Capabilities: Strong problem solving and ability to prioritize and work unsupervised. Can adhere to and follow instructions given to by Team Leads or Manager.
Interpersonal: Ability to interact with all personality types.
Performance: Ability to systematically troubleshoot complex problems.
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