Information Technology Help Desk Lead

Summary:

Supervise, plan, and implement daily operations of the Information Technology Help Desk. Responsibilities include overseeing the helpdesk/user support staff, including IS technicians. This role provides Tier II support for resolving user trouble tickets as well as training and developing new staff to fulfill these responsibilities. Assists the Information Technology Manager by supporting technology initiatives and responding to hospital technology needs as required.

Essential Job Functions:

Oversee Help Desk response to technology problems, account maintenance, and user emergencies. Effectively prioritize and communicate work plans, status, and ticket resolution to department staff, users, and other stakeholders. Assists Help Desk staff in general tasks, such as personal computer troubleshooting, upgrading personal computer hardware and software, and responding to the needs and questions of users. Serve as escalated support for resolving support requests. Responsible for handling escalated support calls on evenings and weekends as needed. Serve as immediate response to security events (lost/stolen devices, compromised passwords, etc.) and assist Information Technology Manager and Systems Administrators with resolving events. Serve as primary IT resource during trauma activations. Serve as alternate IT resource during Incident Command activation. Monitor, train, and enforce organization policies on privacy, information security, and appropriate computer use. Ensure that incoming staff and TDY personnel are promptly set up and oriented to technology resources. Supervise and train new staff as needed. Monitor and maintain inventory levels for spare parts, toner, and other equipment. Safely use Department vehicle with approval for business use during business hours.

Qualification:

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education & Experience:

High school diploma or general education degree (GED) required. Associate's Degree in Computer Science, Information Systems Management, or related field, or the equivalent training and work experience preferred. Three to five or more years related experience and/or training; or equivalent combination of education and experience required. Knowledge of tribal healthcare organizations preferred.

Certification/Licensure:

Valid State of Alaska Driver's License. Network or Systems Administrator Certificate, preferred.

Supervisory Responsibilities:

Supervise, train, and evaluate Information Technicians Arctic Slope Native Association, Ltd.: Exercises its rights in Native Hire Preference, Contracting/Subcontracting and Employment Practices applicable by law Is committed to maintaining a drug free, smoke free workplace .