Job Description This position is 100% on-site in Cortland, NY
Summary: The Supervisor, Desktop Support is responsible for supervising the desktop support analysts, making work assignments, monitoring ticket queues and coordinating activities across the team to support critical healthcare operations across The Guthrie Clinic (TGC). The Supervisor is also responsible for maintenance, installation, repairs and overall support of desktops, laptops, tablets, mobile devices and IoT medical devices documents, upgrades and/or replaces hardware and software as required. This position will work together with the Help Desk and Network Operations Center (NOC) staff as appropriate to determine and resolve problems.
Experience: - Preferred five to seven (5 to 7) years of experience on a desktop support services team; healthcare experience preferred.
- Proficiency in operating systems (e.g., Windows, macOS, iOS, Android)
- Experience specifying, troubleshooting, and maintaining Microsoft compatible end-user computing platforms and peripherals running Microsoft Windows Operation Systems including Windows 10 and Windows 11.
- Experience migration operating system versions and updating desktop images.
- Strong knowledge in Microsoft O365, Patch Management, anti-virus and inventory management tools.
- Excellent knowledge of computers and peripherals.
- Advanced working knowledge of configuring and troubleshooting iOS and Android-based mobile devices.
- Strong customer service orientation, good written and oral communication skills, self-motivated and directed.
- Working knowledge of managing tickets, follow-up actions and close issues.
- Ability to work in a fast-paced environment, manage user expectations and potential risks.
- Experience with patch management software.
- Basic understanding of LAN/WAN network infrastructure technologies.
- Basic understanding of security technologies including firewalls and antivirus.
- Experience with ITSM functionalities such as change control, CMDB and ticketing systems.
- Basic understanding of healthcare information systems (e.g., Epic, Cerner), cybersecurity and clinical operations.
- Prior experience delivering high availability systems in a 24/7 environment across geographically dispersed business units.
- Experience with resolving multiple issues simultaneously.
Education: - Bachelor's degree in Information Technology, Computer Science, Healthcare Administration or related field strongly desired or an equivalent combination of education and experience.
Licenses/Certifications: - Preferred certifications include Microsoft Certified: Modern Desktop Administrator Associate, CompTIA A+.
Essential Functions:
- Supervise and responsible for the installation and maintenance of desktop, laptops, tablets, mobile devices, printers and peripheral hardware.
- Leads team of desktop analysts by assigning work, setting priorities and reviewing ticket queues.
- Provides analytical and technical expertise in the planning, design and installation of new and existing desktop systems.
- Provides expert level support of all desktop and software applications.
- Test and plan the deployment of new operating system releases, vendor patches and commercial software releases.
- Develop and document standardized user processes and procedures; "how-to" documentation.
- Provides proactive and advanced troubleshooting and analysis.
- Understands and accounts for interactions between technologies and applications.
- Responsible for maintaining ticket status and resolution information in ticketing system.
- Accountable for meeting established performance metrics which will be used in performance evaluations.
- Coaches and mentors others in their work efforts.
- Participates in on-call support rotation as specified by management.
- Periodically performs quality analysis on work performed by team members.
- Willingness to travel between sites in the TGC Pennsylvania/New York regional footprint (Sayre, Towanda, Troy, Corning, Cortland, Binghamton, etc.)
- Promotes the use of TGC's PMO methodology and standards to manage IT initiatives.
- Demonstrate commitment to customer service by providing responsive and effective support, developing solid working relationships with customers and IT colleagues, and delivering high quality, value-added services that exceed customer expectations.
- Demonstrates a commitment to excellence in Customer Service with all internal and external customers of TGC.
- Performs related duties as assigned and unrelated duties as requested.
Other Duties: Other duties as assigned. Pay range min $34.21/hr max $53.39/hr About Us Joining the Guthrie team allows you to become a part of a tradition of excellence in health care. In all areas and at all levels of Guthrie, you'll find staff members who have committed themselves to serving the community.
The Guthrie Clinic is an Equal Opportunity Employer.
The Guthrie Clinic is a non-profit, integrated, practicing physician-led organization in the Twin Tiers of New York and Pennsylvania. Our multi-specialty group practice of more than 500 physicians and 302 advanced practice providers offers 47 specialties through a regional office network providing primary and specialty care in 22 communities. Guthrie Medical Education Programs include General Surgery, Internal Medicine, Emergency Medicine, Family Medicine, Anesthesiology and Orthopedic Surgery Residency, as well as Cardiovascular, Gastroenterology and Pulmonary Critical Care Fellowship programs. Guthrie is also a clinical campus for the Geisinger Commonwealth School of Medicine.
