Help Desk Supervisor

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:

• Oversee the activities of the appointed Help Desk department shift, including staff scheduling, training, counseling and monitoring.
• Ensure that shift staff obtain all necessary information regarding problems to our Information Technology hardware, software and applications, and records the details in the IT Service Management system for resolution and tracking.
• Monitor and ensure a high level of availability of our electronic patient care systems and resources at all times. 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 regarding problems.
• Ensure that staff follow SOP to resolve problems with computer equipment, including PCs, laptops, printers, patient care carts, during shift and escalates to appropriate IT Support groups as necessary.
• Ensure that shift staff monitor all interfaces on Rhapsody Interface Engine, Lab Information System, Oracle Cerner and OpenScape consoles during shift, and are familiar with the SOP and procedures for resolving or escalating connectivity issues with these systems.
• Ensure that shift staff perform daily, monthly or quarterly scheduled procedures and maintenances. Provide reports to management on department activities on a regular and ad hoc basis. Review and ensure the periodic update of information in the departmental knowledge base and SOP.
• 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.
• All other duties as assigned, * 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 4 panel drug screen *

• Meet Regulatory Requirements for pre employment screenings.
• 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 .

• Bachelor’s degree in Information Technology or related field Please Note: Verification of degree (e.g., diploma or official transcript) is required for this role. Upload of documentation must be included with your application for consideration.
• At least 5 year’s of 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

Preferred Qualifications:

• 3 or more year’s of 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

The salary range (or hiring range) for this position is $71,101 - $86,669 / year.

The above salary range represents SBUH’s good faith and reasonable estimate of the range of possible compensation at the time of posting. The specific salary offer will be based on the candidate’s validated years of comparable experience. Any efforts to inflate or misrepresent experience are grounds for disqualification from the application process or termination of employment if hired.

Some positions offer annual supplemental pay such as:

• Location pay for UUP, CSEA & PEF full-time positions ($4000)

Your total compensation goes beyond the number in your paycheck. SBUH provides generous leave, health plans, and a state pension that add to your bottom line.