Help Desk Manager
Category : IT Help Desk
Location/City : MA - Holyoke
Our client, a fast growing company in the healthcare industry, is looking for a motivated, hungry candidate ready to join their IT team as a Help Desk Manager. Their Help Desk team is on the leading edge of the Microsoft environment, with a nearly completed transformation to Azure cloud tools. In this role you will be expected to:
Duties and Responsibilities:
Manage IT Help Desk staff to ensure quality service is provided as well as to establish and adhere to strict internal protocols for security of employee and patient data.
Analyze and resolve escalated support calls with outstanding communication skills both verbally and non-verbally.
Forward thinking mindset focusing on ability to think outside the box to formulate solutions to improve policies and procedures.
Use Help Desk (Zendesk) ticketing software to manage, document and triage tickets/issues.
Develop and maintain strong understanding and usage of systems.
Train and coach Help Desk staff and other related positions on process and procedures when needed.
Participate in company and team efforts to achieve departmental and company goals.
Strong problem solving and troubleshooting capabilities as well as demonstrative patience with the user community and project a positive customer service attitude.
Potential for 1 day a week telecommute.
Roughly 60% of role is hands-on, 40% is in a managerial capacity.
Schedule Help Desk resources for both on and off shift coverage.
Skills and Qualifications:
Experience supporting a clinical environment and use of EMR and medical charting systems.
Experience with Office 365 and related cloud based apps (SharePoint, Skype and Office Online)
Familiar with Azure Active Directory hybrid
Familiar with SQL Server primary data store
Experience using InTune / Screen Connect for remote device management
Familiar with basic routing concepts and exposure to Cisco / Meraki network infrastructure
Ex perience configuring and supporting VIOP telephone systems
Basic PC Hardware, Windows 7-10, Microsoft Office Suite
Certifications are not required but preferred (A+, Network+ or MCP)