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About the Role

Supervise the day-to-day operations of the Help Desk shift staff, monitoring daily workflow to ensure timely and accurate resolution of problems. Identify complex technical problems and manage resolution and escalation procedures to ensure IT services are available and downtime is minimized.

Responsibilities

• 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.
• Operates in a professional office environment and routinely uses standard office equipment such as computers, phones, printers and fax machines.
• Perform all other duties as assigned.

Requirements

• Bachelor's degree in Information Technology or related field. Verification of degree (e.g., diploma or official transcript) is required. 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.
• 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).

Skills

• IT Service Management system
• Rhapsody Interface Engine
• Lab Information System
• Oracle Cerner
• OpenScape consoles
• Comp TIA A+
• ITIL Foundations

Location

• Stony Brook

Work Type

• Onsite
• Full-time

Experience Level

• 5+ years in Help Desk, Service Desk or technical support
• 3+ years as a team lead or supervisory role in a Help Desk, Service Desk or technical support environment

Education Level

• Bachelor's degree in Information Technology or related field

Salary/Compensations

• $71,101 - $86,669 / year

Benefits

• Generous leave
• Health plans
• State pension
• Location pay for UUP, CSEA & PEF full-time positions ($4000)

About the Company

• Stony Brook Medicine is a smoke free environment. Smoking is strictly prohibited anywhere on campus, including parking lots and outdoor areas on the premises.
• 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.
• Stony Brook University Hospital, consistent with our shared core values and our intent to achieve excellence, remains dedicated to supporting healthier and more resilient communities, both locally and globally.

Equal Opportunity

• Stony Brook University is committed to excellence in diversity and the creation of an inclusive learning, and working environment. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, familial status, sexual orientation, gender identity or expression, age, disability, genetic information, veteran status and all other protected classes under federal or state laws.
• If you need a disability-related accommodation, please call the University Office of Equity and Access at (631)632-6280.
• In accordance with the Title II Crime Awareness and Security Act a copy of our crime statistics can be viewed here.
• Visit our WHY WORK HERE page to learn about the total rewards we offer.