JOB DESCRIPTION

JOB TITLE: Desktop Support Specialist III (Team Lead)

DEPARTMENT/DIVISION: Information Technology

STATUS: Full Time, Exempt REPORTS TO: CIO

DATE: 6/2/2024

Premier Medical Group of the Hudson Valley is comprised of more than 400 dedicated team members who make patient care a top priority every day.

As an all-specialty medical practice, Premier Medical Group offers depth of care in both medical and surgical specialties in the fields of urology, gastroenterology, cardiology, rheumatology, neurology, podiatry, dermatology, gynecology, and internal medicine, including pulmonology, endocrinology, nephrology, and family practice.

We offer a full range of competitive benefits to our employees, including comprehensive medical insurance, dental and vision coverage, several voluntary benefits, generous paid time-off, paid holidays, 401K/profit sharing contribution, tuition reimbursement, and much more!

If you’re looking to join a team of exemplary employees, you’re committed to providing exceptional patient care, and you represent our core values, then we encourage you to explore our current openings.

POSITION SUMMARY:

The Desktop Support Specialist (Team Lead) leads a team of desktop support staff to ensure that end-users receive efficient and effective IT support. Responsible for helping with projects and day-to-day operations. Responsible for senior level computer hardware / software technical support services throughout all facilities and business associates.

DUTIES AND RESPONSIBILITIES

• Incident management: Monitoring incidents and assigning them to desktop technicians based on their skills and capacity.

• Perform activities related to endpoint support of technology.

• Leads team to optimize the utilization of systems.

• Communicate effectively with department, organization, and external entities. Must possess excellent interpersonal skills, which includes communication (both written and verbal)

• Deliver timely and high-quality problem resolution and escalation services. Provide solutions for users.

• Lead projects with a team centric approach.

• Escalation point of contact for Desktop/Helpdesk and other support staff.

• Request fulfillment: Providing Tier client support for hardware, software, and network services.

• Provisioning: Assisting with the architecture, implementation, and maintenance of desktop environments.

• Maintenance: Coordinating and scheduling vendors and maintenance providers.

• Break/fix management: Troubleshooting IT hardware and software issues.

• Service level agreements: Managing desktop support SLAs.

• Team performance: Managing team work performance and associated metrics, and identifying training needs.

• Project management: Assigning and managing projects and tasks.

• Vendor relationships: Managing vendor relationships.

• Escalated incidents: Handling escalated incidents.

• Exceptional analytical and technical aptitude.

• Strong organizational, time management, and problem-solving skills.

EDUCATION & EXPERIENCE

• College or technical school graduate, or similar direct appropriate work experience, or an appropriate combination of education, certification, and experience in a related field from an institution.

• Minimum of (3-5) years of progressive computer hardware /software experience with direct work experience.

• Industry certifications are a plus.

• Strong Microsoft desktop OS and endpoint management experience.

• Knowledge of Microsoft O365.

• Knowledge of endpoint management tools such as Intune, Group Policy.

• Fundamental understanding of network and server technology concepts and services.

• Fundamental understanding of IP addressing, subnetting and VLAN concepts.

• Strong scripting and automation knowledge.

QUALIFICATIONS & REQUIREMENTS

• Inter-office travel mandatory

• Work environment may be occasionally hectic and stressful.

• Heavy telephone contact and heavy support ticket documentation

• Heavy technology research and self-learning.

• Team based knowledge sharing environment.

• May occasionally be required to lift up to 50 lbs.

• Required to maintain department cleanliness in support and inventory areas.

• Required to assist in inventory management.

• After hour and weekend support required during projects and support issues.

• Mandatory On call rotation.

• Flexible in work assignments.

Premier Medical Group is an Equal Opportunity Employer