Department: Information Systems/IT
Schedule/Status: 8:00am-4:30pm; Full time
Standard Hours/Week:
40
General Description:
The Lead Service Desk Technician is responsible for demonstrating Parrish Healthcare’s Culture of Choice®, overseeing the daily operations of the service desk, ensuring efficient and timely resolution of technical issues, and providing exceptional customer support. The Service Desk Lead serves as the primary point of contact for all service desk escalations and will lead a team of service desk technicians. The Service Desk Lead is primarily located at Parrish Medical Center but may respond to remote locations if needed.
The position shall exemplify the desired Culture of Choice® and philosophies of Parrish Healthcare.
Key Responsibilities:
Oversee IT Service Management (ITSM) of the service desk, including configuration and deployment of service desk platform(s).
Develop and maintain service desk procedures, knowledge base articles, and documentation for consistent and efficient problem-solving.
Ability to craft non-standardized approaches when standards cannot be applied.
Work as in-house consultant and research standards-based approaches to existing software and hardware.
Manage and prioritize service desk tickets, ensuring prompt resolution and adherence to service level agreements (SLAs).
Monitor and report on service desk performance metrics, identifying areas for improvement and implementing corrective actions.
Serve as an escalation point for complex technical issues, working closely with other IT teams and vendors to facilitate timely resolution.
Coordinate and lead service desk projects, including system upgrades, process improvements, and implementation of new tools or technologies.
Evaluate software and hardware functionality in relation to user needs.
Write software and hardware evaluation and recommendation for director review.
Write or revise user-training manuals and procedures.
Develop training materials, such as exercises and visual displays.
Train users on software and hardware on-site or in classroom or recommend outside contractors to provide training.
Supervise a team of service desk technicians, providing guidance, coaching, and performance feedback.
Collaborate with other IT teams to ensure seamless integration and coordination of service desk activities with broader IT initiatives.
May be required to drive / travel as part of assigned shift to perform duties.
Foster a customer-centric culture within the service desk team, promoting excellent customer service and effective communication.
Conduct office automation feasibility studies, including workflow analysis, space design, and cost comparison analysis.
Knows fire, disaster and safety procedures and regulations as it pertains to the work area.
Performs similar or related duties as assigned.
Requirements: Formal Education:
Associate's Degree, and/or other two-year College equivalent required (A combination of experience and certifications may be considered).
Work Experience:
1 year to < 3 years
Required Licenses, Certifications, Registrations:
AXELOS [ITIL Foundation] is required within one (1) year of employment
One of the following required within one (1) year of employment:
CompTIA [CompTIA A+,
CompTIA Network+,
CompTIA Server+,
CompTIA Security+,
CompTIA Cloud+,
CompTIA Project+] or other related certification approved by leadership and HR.
Full Time Benefits:
Eligible to participate in a number of PMC-sponsored benefits, including:
Benefits Start on Day 1
Health, Dental and Vision Insurance
403(b) Retirement Program
Tuition Reimbursement/Educational Assistance
EAP, Flex Spending, Accident, Critical and Other Applicable Benefits
Annual Accrual of 152 Personal Leave Bank (PLB) Hours