Corizon -
rikers island,
New York
IT Rikers
Information Technology
The IT Helpdesk supervisor is responsible for providing assistance and training to help desk technicians, accepts escalated customer issues, track employee schedules and attendance, provide advanced technical support to personnel in Rikers Island and NYC Dept. of Health facilities, maintain call flow, and maintain database of technical support documentation.
This includes ensuring Service Level Agreements are met by technicians, providing on-going monitoring and management of inbound call traffic, making outbound follow-up phone calls, assigning support requests to technicians, documenting issues prior to, during and after resolution; escalating issues to Network Operations Manager and/or IT Director, training of new help desk technicians, providing on-going IT training; introducing new support techniques and topics; writing new and maintain existing support documentation; and responding to escalated support requests during after-hours situations. The IT Help Desk Supervisor must ensure that escalated support requests are handled with the proper priority and escalate to Managers, Directors and 3rd parties.
Primary Duties and Responsibilities
* Schedule and provide training to new and existing help desk technicians.
* Dispense knowledge to all technicians so they may provide better support.
* Create and Maintain IT support documentation
* Monitor Tickets and requests to ensure that SLA’s are met.
* Monitor call flow
* Provide advance support to help desk technicians
* Document incidents during investigation and after resolutions
* Maintain technician and HIPAA compliance throughout user support process
* Work with Network Operations Manager, Systems Administrator and Application Development staff to resolve issues in a timely manner
* Suggest efficiencies to IT Director
* Escalate issues to Managers, Administrators and third parties.
* Work on multiple activities and issues as workload requires
* Work on moderately complex tasks, projects, activities or support issues
* Schedule regular work hours for help desk personnel.
* Monitor work schedules and attendance of help desk personnel.
* Other responsibilities may be defined at a later date
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* Degree in Computer Science, Information Systems or 4-6 years equivalent work experience
* Hands on software and hardware troubleshooting experience
* Knowledge of applicable data privacy practices and laws (HIPAA)
* Experience in working in a team-oriented, collaborative environment.
* Strong interpersonal and oral communication skills
* Effective at communicating ideas in verbal and written formats
* Keen attention to detail
* Ability to absorb and retain information quickly
* Excellent customer service skills and ability to empathize with customers
* Ability to lead employees
* Enthusiasm for IT support and customer service
* Unafraid to address any situation
* Capable of motivating employees
* Able to conduct him or herself as an example to follow
* Ability to present ideas and solutions in a user friendly language
* Eagerness to learn new software hardware and technologies
* Adept at reading, writing and interpreting technical documentation and procedure manuals
* Highly self-motivated and focused
* Proven problem solving abilities
* Ability to delegate task and monitor outcomes
* Ability to resolve issues with sense of urgency
* Ability to conduct research into software issues and products as required.
rikers island, NY
rikers island, New York
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