Job type full-time number of hires for this role 1
Us work authorization (preferred)
Full job description
The technical support manager is responsible for both the day-to-day operations of the it team, as well as directing the activities of it resourcesThe technical support manager will report directly to the coo and is responsible for first-line, technical support relating to it and technology operations, including hardware, software, computer peripherals, and phone systems of health center partners’ (hcp) family of companiesThis position is also responsible for maintaining a business level relationship with the various business units at hcp to ensure that it is meeting their delivery needs, as well as maintaining ongoing relationships with the primary vendors that serve hcp’s it department.
Essential job functions
Serve as an escalation point for incident response and it related events.
Work to improve and implement key it tools and processes.
Serve as a point-of-contact and support for cross-functional hcp teams, including provisioning users, workstations and remote devices.
Provide feedback to coo regarding ongoing it performance.
Provide input for it strategy and planning.
Manage it resources according to business priorities and business impact.
Participate in annual budgeting process and ongoing budget management for it.
Schedule and communicate it maintenance windows.
Serve as the primary contact for it vendors and maintain regular contact for key partners.
Provide root cause analysis for and hcp owned outages or significant incidents.
Communicate bi-weekly updates to coo on it issues, agreed kpis and projects.
Provide phone, remote, and desk-side technical support to users in the areas of email, directories, and standard window desktop applications and will work with outside hosting vendor on connectivity issues.
Ensure timely response and resolution of employee technical requests and issues.
Perform periodic analysis on it issues and report on vendor performance to resolve it issues.
Maintain hardware and software inventory, including asset tagging and tracking of grant-funded purchases.
Responsible for maintenance and troubleshooting of company phone system.
Support the compliance and security office as needed.
Ability to direct 1 or more it staff and delegate tasks to optimize it delivery.
Ability to maintain cooperative working relationships with all levels of staff.
Knowledge of information systems, desktop and laptop computers, printers, office and audio-visual equipment, and basic networking concepts including maintenance and support of equipment.
Experience with microsoft windows and ms office applications.
Basic telecommunications and phone system knowledge.
Basic problem solving and troubleshooting skills.
Ability to coordinate and prioritize multiple tasks efficiently.
Must possess the ability to effectively communicate both verbally and in writing and to maintain files, records, and reports.
Must be skilled in document composition and be capable of training users in complex topics and making presentations to internal audiences of all organizational and functional levels.
Associate’s degree in computer information systems or related field and 5-7 years relevant work experience in performing technical help desk and desktop support activities or equivalent work experience.
Current versions of windows operating system
Working in environments with cloud based services
Supporting a remote/virtual employee workforce
Managing m365 mail and microsoft collaboration services (such as teams and sharepoint)
Supporting meraki wireless management
Managing voip systems
Ability to sit or stand for long periods of time
Ability to reach, bend and stoop
Physical ability to lift and carry up to 20 lbs.
Maintain privacy of all patient, employee and volunteer information and access such information only on as need to know basis for business purposes.
Comply with all regulations regarding corporate integrity and security obligationsReport unethical, fraudulent or unlawful behavior or activity.
Job type: full-time
Employee assistance program
Flexible spending account
Health savings account
Paid time off
Professional development assistance
Monday to friday
It: 5 years (required)
Work location: one location