At Stony Brook Medicine the key responsibility of the Help Desk Supervisor is to supervise the day-to-day operations of their Help Desk shift staff. The supervisor monitors daily workflow to ensure timely and accurate resolution of problems reported to Help Desk. They should identify complex technical problems and manage resolution and escalation procedures to ensure that Information Technology services are available and downtime is minimized.
Duties of a Help Desk Supervisor may include the following but are not limited to:
Ensure that Help Desk department provides excellence in service and support.
Monitor and ensure a high level of availability of our electronic patient care systems and resources at all times. Obtain all necessary information regarding problems to the Patient Care Systems/Applications and record in a Help Desk ticket for resolution and tracking.
Follow established procedures to escalate problems to the appropriate IT system support group or vendor. Report problems to the appropriate Information Technology departments and follow established downtime procedures. Notify and inform SBUH leadership and IT Administrator on Duty regarding problems during off-hours and weekends as needed.
Follow SOP to resolve problems with Roll Carts, PCs and printer hardware during shift and escalate to appropriate IT Support groups as necessary.
Monitor and ensure that shift staff monitor all system interfaces on ORION Interface Engine, Lab Information System, Cerner and OpenScape consoles during shift, take action to resolve problems as per SOP.
Ensure that shift staff are familiar with all procedures for resolving or escalating connectivity issues with ORION, SunQuest Lab or Cerner EMR Interfaces. Perform or delegate daily, monthly or quarterly Laboratory Information System scheduled procedures and maintenances. Ensure that shift staff know procedures for resolving issues within the Laboratory Information System.
Bachelors Degree in Information Technology or related field.
Five to seven years experience in a Help Desk, Service Desk or technical support environment.
Knowledge of PCs, peripherals, printers and their functions. Experience troubleshooting PCs, printers, mobile care carts and mobile devices in a network environment.
Excellent oral and written communication skills. Excellent customer service skills.
Work may require occasional physical activity such as moving equipment and the physical setup of equipment. This job operates in a professional office environment and routinely uses standard office equipment such as computers, phones, printers and fax machines.
Three to five years experience as a team lead or supervisory role in a Help Desk, Service Desk or technical support environment.
Experience in a Help Desk or Service Desk in a HealthCare environment supporting HealthCare clinical information technology services and applications.
Excellent attention to detail and the ability to organize and execute on a variety of concurrent activities across multiple disparate areas;
Comp TIA A+; ITIL Foundations
Special Notes: Resume/CV and cover letter should be included with the online application.
Posting Overview: This position will remain posted until filled or for a maximum of 90 days. An initial review of all applicants will occur two weeks from the posting date. Candidates are advised on the application that for full consideration, applications must be received before the initial review date (which is within two weeks of the posting date).
If within the initial review no candidate was selected to fill the position posted, additional applications will be considered for the posted position; however, the posting will close once a finalist is identified, and at minimal, two weeks after the initial posting date. Please note, that if no candidate were identified and hired within 90 days from initial posting, the posting would close for review, and possibly reposted at a later date.
Stony Brook Medicine is a smoke free environment. Smoking is strictly prohibited anywhere on campus, including parking lots and outdoor areas on the premises.
All Hospital positions maybe subject to changes in pass days and shifts as necessary.
This position may require the wearing of respiratory protection, which may prohibit the wearing of facial hair.
This function/position maybe designated as "essential." This means that when the Hospital is faced with an institutional emergency, employees in such positions may be required to remain at their work location or to report to work to protect, recover, and continue operations at Stony Brook Medicine, Stony Brook University Hospital and related facilities.
Prior to start date, the selected candidate must meet the following requirements:
Successfully complete pre-employment physical examination and obtain medical clearance from Stony Brook Medicine's Employee Health Services*
Complete electronic reference check with a minimum of three (3) professional references.
Successfully complete a 5 panel drug screen*
Successfully complete a Background Check investigation.
Provide a copy of any required New York State license(s)/certificate(s).
Failure to comply with any of the above requirements could result in a delayed start date and/or revocation of the employment offer.
* The hiring department will be responsible for any fee incurred for examination.
Stony Brook University is committed to excellence in diversity and the creation of an inclusive learning, and working environment. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, familial status, sexual orientation, gender identity or expression, age, disability, genetic information, veteran status and all other protected classes under federal or state laws.
If you need a disability-related accommodation, please call the University Office of Equity and Access at (631)632-6280.
In accordance with the Title II Crime Awareness and Security Act a copy of our crime statistics can be viewed here .
Department/Hiring Area: Client Support-Stony Brook University Hospital
Schedule: Full-time Shift: Night Shift Shift Hours: 11:00 PM - 7:30 AM Pass Days: Sat, Sun
Posting Start Date: Apr 30, 2021
Posting End Date: May 15, 2021, 3:59:00 AM
Salary: Commensurate with experience
Salary Grade: SL3
Internal Number: 2101156
About Stony Brook University
FROM ITS BEGINNINGS A HALF-CENTURY AGO, STONY BROOK UNIVERSITY HAS BEEN CHARACTERIZED by innovation, energy and progress, transforming the lives of people who earn degrees, work and make groundbreaking discoveries here. A dramatic trajectory of growth has turned what was once a small teacher preparation college into an internationally recognized research institution that is changing the world.