Posted: Tuesday, September 5, 2017 1:45 AM
Job Description Job Description Job Objective : Under the direction of the Director of IT Operations, the IT Support Supervisor will demonstrate the ability to manage a small group of IT support personal. The IT Support Duties and Responsibilities: Be the primary coordinator of all IT Help Desk resources. Triage server, network, and events and ensure that the incidents are resolved within the established timeframe. Ability to analyze the issue to determine proper team assignment. Perform tier 1 tier 2 and tier 3 incident management tasks. Provide troubleshooting recommendations and guidance. Ensures all equipment is properly maintained, service calls are placed in a timely manner and tracked. Performs Service Recovery pertaining to Techs and Helpdesk. Assists in the Provision/Decommission hardware (Laptops, Desktops, Macs, Servers, Storage) following the documented procedure. Act as “smart” hands for SME’s providing technical direction. Utilize ticketing system(s) to document issues, communicate statuses, and resolution. Escalate issues as defined in documented escalation procedures. Provide on-call and after-hours support as required. Coordinating office and equipment moves Ensuring proper IT resources are assigned for facility events needing tech support Create schedules Provide solution guidance Acquire and present performance metrics and ensure the efficient operation of the AVH IT support team. Assist the DITO with personnel review, rankings, team structure and training. Works independently Assess incidents/requests Prioritize the requests and apply the correct level of urgency to achieve a mutually accepted solution, all while providing exemplary customer service in support of Antelope Valley Hospital’s vision The IT Support Supervisor will also investigate and resolve software and hardware problems for AVH customers as required by demand. Non-Essential Duties: Performs other duties as assigned Collect and report on service desk performance Recommend process improvements Knowledge, Skills and Abilities: This position requires the ability to work independently with limited direct supervision. Communicate clearly both orally and in writing. Possess superior telephone etiquette and the ability to deal effectively with end users, peers, and management even under extremely stressful conditions. Possess the ability to respond effectively to sensitive inquiries and complaints. Possess the ability to read, analyze, and interpret helpdesk tickets and emails. Relate in a positive professional manner with end users and coworkers. Interact well with different personalities. Make decisions and judgments based on standard procedures. Demonstrate analytical and problem-solving skills, and the ability to organize and prioritize several projects and tasks at one time. Demonstrate the ability to determine when to escalate issues based severity level. Demonstrate PC proficiency using common software programs such as MS Word, MS Excel, MS Outlook, etc. Demonstrate basic understanding of enterprise data center concepts such as Windows, networking, server administration, and the Internet. Demonstrate the ability to learn new skills techniques and responsibilities. Flexibility to work non-standard work hours including nights, weekends, and holidays. Must be reliable related to schedule and recurring tasks. Core Competencies: All AVH employees will effectively demonstrate these behaviors: Accountability Action Oriented Customer Focused Effective Communication Teamwork Ethics & Values Integrity & Trust Education High school diploma or equivalent is required College level computer courses preferred Experience Three or more years’ experience in the Help Desk support and remote user support for resolving application and hardware issues is required. Experience with Active Directory for account creation is required Experience creating databases and maintaining database tables preferred Experience with Remedy System is preferred Required Licensure and/or Certifications: A+ Certification within 6 months of hire Physical Requirements and Working Conditions: Work is performed in a normal office environment. Ability to lift boxes or equipment which weighs up to 25 pounds. Thrive in a fast paced environment A detailed description of the physical requirements of this job is maintained in the Employee Health Department. Closing Statement Looking for an opportunity to work in healthcare the way you always dreamed you could? At Antelope Valley Hospital, our employees are at the heart of what we do best – delivering high quality, patient-centered healthcare. Antelope Valley Hospital, a 420 bed acute care facility, located just 60 miles north of Los Angeles, the Antelope Valley is one of Southern California’s fasted growing communities. We are a Level II Trauma Center and Joint Commission Primary Stroke Center Accredited . Serving the community for over 50 years, our non-profit hospital has grown to be the preeminent healthcare facility for our district’s nearly 1.2 million residents. An Equal Opportunity Employer. Company Description Antelope Valley Hospital is a 420 bed, full service, not for profit, health care facility serving the residents of the Antelope Valley, a high desert area located one freeway hour northeast of Los Angeles. It is a district facility, which serves the community by providing a complex of medical services.
• Location: Palmdale
• Post ID: 138912957 palmdale