Job Summary: The Desktop Support Coordinator plays a crucial role in coordinating activities and leading staff to provide quality level 2 and 3 computing support to WFBH staff, physicians, and business partners.
They display initiative and good judgment, overseeing a team accountable for meeting and exceeding expected outcomes and goals.
The role involves participating in IT Desktop Support functions, identifying opportunities for improvement, and contributing to the enhancement of quality, process standardization, safety, cost efficiency, as well as patient, customer, and employee satisfaction.
Education/Experience: Associate degree with four years of desktop support experience required; or an equivalent combination of education, certification, and experience.
Previous supervisor experience is preferred.
A+ Certification is required.
Essential Functions:
Coordinates technician workflow to ensure customer needs are met or exceeded.
Monitors the utilization, quantity, quality, and cost of resources and output in the assigned areas.
Coordinates staffing activities and supervises technician staff.
Mentors junior team members, providing training and support.
Manages prioritized projects according to department standards, ensuring timely completion.
Records time spent on projects to meet documentation requirements.
Troubleshoots and remediates complex level 2 infrastructure and application issues remotely.
Identifies opportunities to improve First Call Resolution by troubleshooting based on technical/application expertise.
Ensures that documentation and procedures are current.
Facilitates communication with team members, IT departments, IT Leadership, and Customers.
Escalates issues regarding patient safety concerns promptly.
Ensures compliance with WFBH employee and security policies.
Participates in the team approach to quality improvement.
Documents all work performed in the IT Service Management System.
Skills/Qualifications:
Excellent time and project management skills.
Concise, logical, oral, and written communication skills.
Excellent customer service skills.
Familiarity with Windows-based systems, including thin clients, Apple Mac devices, and cell phone technologies.
Ability to mentor and provide on-the-job training.
Ability to troubleshoot standard business and complex clinical application errors.
Advanced knowledge of networking and troubleshooting.
Work Environment: Fast-paced with long hours as needed.
Full alignment with the vision, mission, and values of the WFBH organization is expected.
Possible exposure to patient elements.
Subject to varying and unpredictable situations.
Handles emergency or crisis situations.
Subject to many interruptions.
Occasionally subject to irregular hours.
Frequent pressure due to multiple priorities.
Physical Requirements:
Standing, walking, sitting, bending, reaching with arms, finger and hand dexterity.
Talking, hearing, and seeing.
Lifting, carrying, pushing, and/or pulling: up to 100 lbs.
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