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Helpdesk Support Supervisor
Job Code:2019-05-016
Department:Information Technology
FT/PT Status:Regular Full Time
Salary Minimum23.81
Salary Midpoint27.98
Position Closes:
Open Until Filled

Job Responsibilities & Qualifications:
Primary Function: Works directly with the manager of Information Technology in planning, designing, executing, implementing, modifying, and evaluating a wide variety of complex technical projects. This position is responsible for ensuring an outstanding level of customer services by providing direct IT support to students, faculty and staff in their hospital activities and by supervising the Help Desk and managing the technical support staff. Responsible for leading the Helpdesk in engaging in more proactive planning and support and organizing the Helpdesk to be flexible and adaptable in meeting the changing needs of the CIHA population. Performs a variety of technical and repair functions to provide assistance and training for users of the computer system of the CIHA. Monitors problems with software and hardware and oversees the application of programs to facilitate maximum use of the systems and programs. Performs specified duties in support of all CIHA Programs.

Job Duties and Responsibilities: ? Supervise the Helpdesk support staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed. 
? Responsible for time keeping for all Help Desk Support staff and IT staff.  
? Gather and analyze metrics to benchmark the helpdesk workload/performance and identify trends in call center issues. 
? Work within the CIHA community to promote excellent customer service, effective response times and provide expert insights into general support issues. Enforce quality of service guidelines for dealing with customers, completing services, and overall customer satisfaction. 
? Train helpdesk staff on operational procedures and troubleshooting techniques. Provide training on new hardware and/or software applications as requested.
? Provides the entire CIHA computer network user community with technical support solving problems, answer questions, training, in all areas concerned with the use of desktop hardware and software. 
? Ensure that staff provides timely and considerate customer service to end users by fielding Helpdesk calls and resolving technical issues.
? Assists Help Desk technicians with open trouble tickets on an ongoing basis and tier 2 support and troubleshooting to resolve technology issues as necessary.
? Plans, designs, implements, monitors, and evaluates methodologies and actions within his/her assigned area, to determine application efficiency and effectiveness, then recommends to the Manager of Information Technology, feasible and economically sound problem resolutions/system improvements. 
? Assists Network Administrator with local area network (and wide area network) hardware and software, including servers, peripherals, network nodes, terminals, and wiring as needed.
? Evaluates local area network hardware and software requirements and capabilities and makes recommendations. 
? Responsible for the coordination of the movement or relocation of computer hardware and allocating necessary staff to assist. 
? Assists manager in communicating CIHA needs to outside consultants or programmers as needed. 
? Responsible for the evaluation, recommendations, purchase of new equipment with Information Technology managers approval. 
? Responsible for inventory management including assigning, decommissioning, and disposing of hardware. 
? Assists IT Manager/Assistant manager with purchasing equipment and purchase order entries as needed.
? Responsible for the evaluations of new software needs for CIHA and making recommendations to the manager of Information Technology.
? Works directly with other departments to assist with the deployment of new equipment or software as needed.
? Works directly with other departments to access hardware needs for new positions.
? Responsible for maintaining a backup inventory of computer equipment as deemed necessary to ensure continuous operation of the computer systems of CIHA. 
? Performs preventative and routine repair service to computers including cleaning, troubleshooting, and minor repair. 
? Performs technical work or systems using appropriate precautions as to not cause damage to computer equipment of the CIHA. 
? Stays abreast of rapidly changing technology and assists in determining what future changes should be incorporated into computer systems of CIHA. 
? Performs all duties according to established safety guidelines and CIHA policies. 
? Installs or assists other service personnel in the installation of hardware and peripheral components such as monitors, keyboards, printers, and disk drives on user’s premises.
? Provides updates, status and completion information to manager, and users, via voicemail, e-mail, or in person communication. 
? Visits vendors to learn about available products, enhancements, or services.
? Responsible for performance management of Help Desk and performance evaluations.
? Approves e-Requester requests in absence of Department Manager/Assistant Manager or as needed.

Education /Experience:
? A four-year degree in an Information Technology field preferred.
? A minimum of an Associate’s Degree in Computer Systems Technology, Computer Networking or IT related program required. 
? A minimum of two years’ experience working in Help Desk Support or IT support position with customer service required.
? Must have A+ certification or be able to obtain within six months from date of hire.
? Must have experience working with concepts and technologies of Information Systems.
? Experience with MUMPS troubleshooting and RPMS concepts to include integrated software packages and database.
? Must also have some basic programming or other language.
? Must have working knowledge of Electronic Medical Record systems.
? Must have working knowledge of Microsoft operating systems.

Job Knowledge:
? Must have a working knowledge of information systems technology requires a broad and extensive knowledge of systems methodologies and computer technical concepts. 
? Requires advanced computer skills. 
? Requires the ability to trouble shoot and resolve system user problems. 
? Requires good communication skills, both written and verbal. 
? Requires the ability to read and interpret technical computer manuals and program application instructions. Some knowledge of RPMS Patient Registration, Contract Health Management, Third Party Billing and Account Receivable packages. 
? Must have in-depth knowledge of computer security and data privacy concepts; in-depth program of training concepts. 
? Incumbent must have knowledge Microsoft Exchange and client software configuration.
? Must be skilled in tactfully working with people in coordination activities. 
? Must also have skill in analytical problem solving and attention to detail correctly diagnose error situations. This includes the ability to achieve effective communications with management, within the technical development community, with medical professionals and with system users in the Cherokee Indian Hospital and support areas. 
? This department works mostly with the team concept and shared knowledge. 
? It would take 18-24 months on the job to become proficient.
? Must possess a valid North Carolina driver's license. 
Complexity of Duties: Constantly evaluates and modifies existing systems to meet operational requirements. Must understand all ramifications and effects of any changes to the system. Must use problem-solving skills and be able to analyze data in performing job duties.

Contact with Others: Internal professional contacts include the program directors, coworkers, auditors, governmental agencies, vendors and the general public to exchange, and/or provides information. Interpersonal skills are required along with tact, decorum, and professional etiquette. Incumbent assists in developing contracts and contacts.

Confidential Data: Have direct access to CIH medical data, vendors, personnel files, memos, and financial standing of affairs. All types of information must be kept confidential. Must adhere to the CIH, HIPAA, and departmental policies in the performance of duties.

Mental / Visual /Physical Effort: Close attention to detail and mental concentration for extended periods of time are required with systems problems and applications. Subject to frequent interruptions requiring varied responses. Must deal with multiple situations concurrently. Physical efforts require mobility, reaching, bending, manual dexterity, and visual acuity, and the ability to lift at least 50 pounds.

Environment: Primarily works in a normal business office environment with frequent travel to outside locations and possibly on-call 24/7. 

Job duties may also require performing duties in a variety of areas.  Incumbent may have to work environments that include but are not limited to:
? Sterile areas where donning and doffing protective wear.
? Patient areas with the possibility of patient contact.
Extent of Supervision: General supervision required with responsibility for costs, methods of projects and personnel. Must be accountable for actions that may affect others in accomplishing the goals and objectives of the facility.  Responsible for the supervision of Help Desk support Staff

Scope of Supervision: Incumbent works under the guidance of the Information Technology Executive Director. The ability to plan and work independently is required.

Supervision Received: Works under the guidance of the Director and Assistant Director of Information Technology. Must be able to plan and work independently.

Responsibility for Accuracy: Computers, email, and other information systems components must be set up to ensure that they are providing the intended services. If these services are interrupted, it could cost CIHA financially, and otherwise.

This is not necessarily an exhaustive list of all responsibilities, requirements or working conditions associated with the job.  Cherokee Indian Hospital reserves the right to make changes in the above job description whenever necessary.  4.16.19