Leads team of IT Support Engineers to effectively install and update computer and device software and hardware components for end users and optimize the efficiency and effectiveness of computer devices. Coaches and trains staff to provide timely and effective evaluation of user device needs, including work environments and application access and requirements. He/she coordinates the movement of computers and related equipment, working with management to determine least intrusive and optimum change times. Develops project plans and work assignments for team members and ensures that end user device maintenance, upgrades, and implementation are effectively executed, including communication to affected areas. The Lead IT Support Engineer, working with vendors and ITS personnel, as well as users, recommends end user device solutions, and develops designs, plans, and budgets for most effective end user experience, including selection of devices and use of those devices. Prepares education programs and works to raise effectiveness of end users in use of various devices. Seeks means to automate and enhance user interaction with applications for improved efficiency and accuracy. Coaches and guides team to appropriately receive and document user requests and problems, and process each in a timely manner. Helps set objectives and services levels, and measures team performance against those SLAs. He/she guides the development of programs and processes to effectively orient users to optimum use of devices and end user tools and applications. The Lead IT Support Engineer actively engages in Change Control, and anticipates potential areas of user concern. He/she ensures effective communication and awareness of pending changes and timely follow up with end users to ensure quality performance and service. He/she guides the team to ensure proper configuration of devices, security of devices, and maintenance of device inventory. He/she takes a leadership role in incident management, assisting in communication to end user management and end users, as well as diagnosis and root cause analysis. Develops and executes plans for software updates to ensure compatibility and compliance with standards. Develops and provides information and instruction on end user interaction with technology. The Lead IT Support Engineer ensures the team performs daily operational tasks using consoles and peripheral equipment. He/she also ensures that routine maintenance is scheduled and executed on computer and peripheral equipment. He/she participates in department's continuous quality improvement (CQI) activities.
DUTIES AND RESPONSIBILITIES:
Able to configure and operate computers and peripheral equipment according to the operating manual; performs basic maintenance and trouble shooting.
Leads team to evaluate end user environment for appropriate network wiring and electrical connections and coordinates the movement and placement of computers and related equipment. Physically places equipment in desired locations with management authorization and advanced notice and planning with end users.
Prepares replacement schedules for retirement or reallocation of computer system components and end user devices. Ensures resources are prepared to, and complete scheduled replacements and updates.
Oversees the evaluation, recommendation, and installation of departmental and end user computer system solutions, and provides guidance and assistance with purchasing.
Leads team to provide exceptional service as they receive user requests and computer problems including personal computer and network hardware and software, e-mail, word processing, ancillary interfaces, mobile devices , mouse, printer etc., and facilitates prompt resolution to problems. Documents problems and findings in tracking system.
Coordinates with other ITS groups to ensure issues and requests and triaged appropriately and complex problems and requests are provided to appropriate personnel in a timely manner. Helps investigate and analyze potential impact to organization of reported issues. Determines root cause.
Develops and provides education to users on how to use specific computer functions and hardware, i.e., mobile device use, graphics, printing, general word processing.
Works to ensure smooth on-boarding of new users and transition of existing users, including placement and use of equipment, as well as education on end user applications, processes, and tools.
Confers with programmers, network and system administrators, as well as analysts to find solutions for computer problems. Documents resolution in knowledge base and educates other IT staff on problem resolution.
Organizes materials, par level parts, inventory, and maintains a neat and professional work environment. Provides timely and frequent management reports. Communicates clearly and appropriately to management, and provides alerts and escalation regarding any service performance issues effectively.
Maintains excellent working relationship within the department and with other departments. Represents IT to end users and BHS management in a professional and positive manner.
Develops guidelines and standards for user interaction, according to function (eg. Surgery versus Business Office). Sets the example for compassionate and competent service to customers.
When needed, ensures resources are available to provide direct support for the Service Desk.
Performs on call duty as required.
Performs other duties as requested.
Ensures equipment is configured according to Benefis standards and in a safe and secure manner.
Demonstrates the ability to deal with pressure to meet deadlines, to be accurate, and to handle constantly changing situations.
Demonstrates the ability to deal with a variety of people, deal with stressful situations, and handle conflict.
Adheres to dress code.
Completes annual educational requirements.
Maintains regulatory requirements.
Wears identification while on duty.
Maintains confidentiality at all times.
Attends department staff meetings as required within the department.
Reports to work on time and as scheduled; completes work in designated time.
Represents the organization in a positive and professional manner.
Actively participates in performance improvement and continuous quality improvement (CQI) activities.
Coordinates efforts in meeting regulatory compliance, federal, state and local regulations and standards
Communicates and complies with the Benefis Health System Mission, Vision and Values as well as the focus statement of the department.
Complies with Benefis Health System Organization Policies and Procedures.
Complies with Health and Safety Standards and Guidelines.
High school graduate or equivalent and 4 years of computer hardware support experience required.
Minimum of 1 year hospital or medical information systems experience required.
Bachelor's degree highly preferred.
Technical certification, or equivalent training and experience highly preferred.
Experience in hardware and software installation and customer education. Proven ability to configure, diagnose, and master use of user devices.
Familiar with current end user device technology and trends.
As a not-for-profit community health system, Benefis is driven to provide the highest level of care. We serve nearly 230,000 residents across a 15-county region that is bigger than Connecticut, Massachusetts, New Hampshire and Vermont combined. Benefis is the largest non-governmental employer in the Great Falls area, with more than 3,000 employees.Benefis has 530 licensed beds (that includes 146 beds in long-term care, 71 in assisted living and 20 beds at Peace Hospice of Montana) and partners with over 250 area physicians.Our hospital has been recognized for its exceptional work in quality care by providing a wide range of programs and services to help you live the best life possible. We’re here to help you “Live well.”Benefis Health System came about when two Christian-based hospitals became one. Our founders believed in providing good care to all in need, and trusted that this would be accomplished. The Benefis name was derived using Latin root words: "Bene-" meaning good, and "fis-" for faith and trust. It’s these same root words that make up such terms as ‘beneficial’ and ‘confidence’.Benefis has been a trusted provider of care for more than 125 years. And our name speaks to o...ur commitment: good care one can put faith in.Benefis is consistently ranked among America’s top hospitals by the nation’s leading healthcare ratings organizations for a range of services, including cancer care, joint replacement, stroke treatment, wound care and home health.To learn more about our services, continue looking through our website at WWW.BENEFIS.ORG or call 406.455.5000.