Salary: 32.87-49.31 USD

　　Facility: Sisters of Charity Hospital Dever Building

　　Shift: Shift 1

　　Status: Full Time FTE: 1.000000

　　Bargaining Unit: ACE Associates

　　Exempt from Overtime: Exempt: Yes

　　Work Schedule: Days

　　Hours:

　　Summary:

　　The incumbent assumes the day to day tactical leadership of the Help Desk and technical operations. The entire Catholic Health (CH) enterprise, including all ministries, is served on a 24 X 365 basis, in addition to a body of external customers, altogether served from a central location. Monitors Help Desk call and ticket volumes to identify problem or trends related to implementation, technology, training, etc. Provides supervision to a team of skilled service technicians. Ensures that Help Desk tools and documentation used for problem resolution, problem notification, security access, off-hours support, escalation, downtime and recovery events, go-live events are accurate, thorough and current.

　　Trains Help Desk team members, and ensures that the Help Desk team follows established policies and procedures to provide consistent 24x365 technical support services for applications and technologies that are implemented throughout the CH environment. Ensure that Help Desk and Identify Access team members deliver all tasks, duties, responsibilities. Provides feedback and mentoring to ensure standards are met and that team member skills are being developed and their professional goals are being achieved. Ensures that applicable Information Technology Infrastructure Library (ITIL) guidelines and work flows are taught, and followed by Help Desk Staff. Works directly with I.T. management, analysts, networking staff and other CH business associates to assist with root cause analysis and correct and deficiencies identified with Help Desk practices and procedures.

　　Possesses and continually refines a wide range of technical skills and knowledge specific to: operating systems, platforms, networking devices and system monitoring tools in a highly complex I.T. environment.

　　Communicates effectively with vendors, project managers, CH business associates and other members of the Help Desk Support Team. Participates in meetings and provides functional input and suggestions to continually improve the delivery and steady state support of the I.T. systems, applications, and procedures. At management's direction, reviews policies and procedures and offers suggestions that may improve existing Help Desk, IAM, IT and organizational processes and procedures.

　　Over-sees printing services for CH payroll, accounts payable and year end forms. Ensures maintenance of business critical printing equipment is up to date and that the equipment is always ready.

　　Responsibilities:

　　EDUCATION

　　A minimum of five (5) years of I.T. Customer Service and/or Computer Operations experience required

　　Bachelors Degree in Computer Science, Business Administration or related curriculum with three (3) - five (5) years of I.T. customer service and/or computer operations preferred

　　KNOWLEDGE, SKILL AND ABILITY

　　Solid working knowledge of personal computers, operating systems, productivity software, electronic mail, emulation software, internet tools, network concepts, interface monitoring and computer peripherals required

　　Excellent verbal and writing skills to effectively communicate with business associates, vendors and Help Desk Team members

　　Ability to establish good working relationships with colleagues and CH business associates at all levels

　　Proven track record and skills to provide excellent customer service for problem resolution, prioritization, escalation and follow-up

　　Fundamental knowledge of PC technology skills for MS desktop functions, MS office automation tools, internet and e-mail services

　　Fundamental knowledge of network services, system monitoring tools and interface monitoring tools

　　Good organizational skills

　　Ability and means to travel among CH sites, including valid NYS driver license

　　WORKING CONDITIONS

　　Normal heat, light space, and safe working environment; typical of most office jobs

　　REQNUMBER: 25755