St. Joseph’s Healthcare System is recognized for the expertise and compassion of its highly skilled and responsive staff. The combined efforts of the organization’s outstanding physicians, superb nurses, and dedicated clinical and professional staff have made us one of the most highly respected healthcare organizations in the state, the largest employer in Passaic County, and one of the nation’s “100 Best Places to Work in Health Care”.
Responsible for leading and supervising a team of PC Technicians and IT Associates. Assures complete and timely resolution of client service issues. Acts as a liaison between the client and the IT department, attends key meetings and interfaces with department heads in order to help improve IT relations and facilitates issue resolutions by serving as an escalation point for unresolved issues. Purchases and tracks orders as well as coordinates the deployment of new IT equipment and devices. Manages the day-to-day desktop support operations and projects; researches and recommend appropriate technology solutions for client requests in support of the strategic plan; manages the desktop Services ticket queue and assigns tickets as appropriate; coordinates the delegation of project tasks and reporting performance metrics back to management.
Responsible for facilitating the completion and timely resolution of support tickets either by delegating the task as appropriate or resolving the issue personally. Manages incident resolutions and follows up with customers to set expectations for incident resolution. Coordinate activities between multiple support groups to ensure adherence to extant Service Level Agreements. Maintains up to date documentation on support processes, installation procedures and other support related tasks. Completes all required training within the specified time frame. Improves team processes and works with manager to implement these improvements. Acts as a mentor and coach to staff and colleagues of all levels with regards to IT technical issues and other initiatives. Provides leadership for Incident Management process. Keeps abreast of policies, practices, trends and information affecting the business and technology of the Hospital. Recommends changes and purchases to replace or upgrade obsolete or inefficient equipment and participates in the development of and adheres to established standards of service. Participates in PC On-Call rotation. Works with IT Service Desk, Infrastructure, and Systems staff as appropriate to determine and resolve problems. Meets all required competencies for department, unit and/or hospital. Responsible for performing all other duties as assigned. Special Projects