At Stony Brook Medicine the key responsibility of the Help Desk Supervisor is to supervise the day-to-day operations of their Help Desk shift staff. The supervisor monitors daily workflow to ensure timely and accurate resolution of problems reported to Help Desk. They should identify complex technical problems and manage resolution and escalation procedures to ensure that Information Technology services are available and downtime is minimized.
Duties of a Help Desk Supervisor may include the following but are not limited to:
Ensure that Help Desk department provides excellence in service and support.
Monitor and ensure a high level of availability of our electronic patient care systems and resources at all times. Obtain all necessary information regarding problems to the Patient Care Systems/Applications and record in a Help Desk ticket for resolution and tracking.
Follow established procedures to escalate problems to the appropriate IT system support group or vendor. Report problems to the appropriate Information Technology departments and follow established downtime procedures. Notify and inform SBUH leadership and IT Administrator on Duty regarding problems during off-hours and weekends as needed.
Follow SOP to resolve problems with Roll Carts, PCs and printer hardware during shift and escalate to appropriate IT Support groups as necessary.
Monitor and ensure that shift staff monitor all system interfaces on ORION Interface Engine, Lab Information System, Cerner and OpenScape consoles during shift, take action to resolve problems as per SOP.
Ensure that shift staff are familiar with all procedures for resolving or escalating connectivity issues with ORION, SunQuest Lab or Cerner EMR Interfaces. Perform or delegate daily, monthly or quarterly Laboratory Information System scheduled procedures and maintenances. Ensure that shift staff know procedures for resolving issues within the Laboratory Information System.
Associate's Degree in Information Technology or related field.
Three to five years experience in a Help Desk, Service Desk or technical support environment.
Knowledge of PCs, peripherals, printers and their functions. Experience troubleshooting PCs in a network environment.
Excellent oral and written communication skills. Excellent customer service skills.
Work may require occasional physical activity such as moving equipment and the physical setup of equipment. This job operates in a professional office environment and routinely uses standard office equipment such as computers, phones, printers and fax machines.
Bachelor's Degree in Information Technology or related field.
Two to three years experience as a team lead or supervisory role in a Help Desk, Service Desk or technical support environment.
Experience in a Help Desk or Service Desk in a HealthCare environment supporting HealthCare clinical information technology services and applications.
Excellent attention to detail and the ability to organize and execute on a variety of concurrent activities across multiple disparate areas;
Comp TIA A+; ITIL Foundations
This position will remain posted until filled or for 90 days max.
An initial review of all applicants will occur two weeks from the posting date. For full consideration, applications must be received before the initial review date (which is within two weeks of the posting date). If within the initial review no candidate was selected to fill the position posted, additional applications will be considered for the posted position; however, the posting will close once a finalist is identified, and at minimal, two weeks after the initial posting date. Please note, that if no candidate were identified and hired within 90 days from initial posting, the posting would close for review, and possibly reposted at a later date.
Stony Brook Medicine is a smoke free environment. Smoking is strictly prohibited anywhere on campus, including parking lots and outdoor areas on the premises.
All Hospital positions are subject to changes in pass days and shifts as necessary. This position may require the wearing of respiratory protection, which may prohibit the wearing of facial hair.
The selected candidate must successfully clear a background investigation. Prior to start date, the selected candidate must meet the following requirements: Successfully complete pre-employment physical examination and obtain medical clearance from Stony Brook Medicine's Employee Health Services (The hiring department will be responsible for any fee incurred for examination), submit (3) written references, and provide a copy of any required New York State license(s)/certificate(s). Please be advised that failure to comply with any of the above requirements could result in a delayed start date and/or revocation of the employment offer.
The best ideas in medicine start with the best people. At Stony Brook Medicine, our highest calling is to put the power of ideas to work in our patients' lives. Stony Brook Medicine integrates and elevates all of our health-related initiatives: education, research and patient care. Stony Brook Medicine is Long Island's premier academic medical center. With 603 beds, we serve as the region's only tertiary care center and Level 1 Trauma Center, and are home to the Stony Brook Heart Institute, Stony Brook Cancer Center, Stony Brook Children's Hospital, Stony Brook Neurosciences Institute, and Stony Brook Digestive Disorders Institute. We also encompass Suffolk County's only Level 4 Regional Perinatal Center, state-designated AIDS Center, state-designated Comprehensive Psychiatric Emergency Program, state-designated Burn Center, the Christopher Pendergast ALS Center of Excellence, and Kidney Transplant Center. It is home of the nation's first Pediatric Multiple Sclerosis Center.
Stony Brook University is an Affirmative Action/Equal Opportunity employer. We are committed to the creation of a diverse and inclusive campus climate. We encourage protected veterans, individuals with disabilities, women and minorities to apply.
This function/position has been designated as "essential." This means that when the Hospital is faced with an institutional emergency, employees in such positions may be required to remain at their work location or to report to work to protect, recover, and continue operations at Stony Brook Medicine, Stony Brook University Hospital and related facilities.
Pursuant to Executive Order 161, no State entity, as defined by the Executive Order, is permitted to ask, or mandate, in any form, that an applicant for employment provide his or her current compensation, or any prior compensation history, until such time as the applicant is extended a conditional offer of employment with compensation. If such information has been requested from you before such time, please contact the Governor's Office of Employee Relations at (518) 474-6988 or via email at firstname.lastname@example.org .
IF YOU NEED A DISABILITY-RELATED ACCOMMODATION, PLEASE CALL THE UNIVERSITY HUMAN RESOURCE SERVICES DEPARTMENT AT (631) 632-6161 OR THE UNIVERSITY HOSPITAL HUMAN RESOURCES DEPARTMENT AT (631) 444-4700. IN ACCORDANCE WITH THE TITLE II CRIME AWARENESS AND SECURITY ACT, A COPY OF OUR CRIME STATISTICS IS AVAILABLE UPON REQUEST BY CALLING (631) 632-6350. IT CAN ALSO BE VIEWED ON-LINE AT THE UNIVERSITY POLICE WEBSITE AT http://www.stonybrook.edu/police
Official Job Title: Programmer-Analyst
Job Field: Information Technology
Primary Location: US-NY-Stony Brook
Department/Hiring Area: Technology Services-Stony Brook University Hospital
Schedule: Full-time Shift: Night Shift Shift Hours: 11:00 PM - 7:30 AM Pass Days: Mon, Sun
Posting Start Date: Dec 2, 2019
Posting End Date: Mar 2, 2020, 4:59:00 AM
Salary: Commensurate with experience
Salary Grade: SL3
Internal Number: 1904218
About Stony Brook University
FROM ITS BEGINNINGS A HALF-CENTURY AGO, STONY BROOK UNIVERSITY HAS BEEN CHARACTERIZED by innovation, energy and progress, transforming the lives of people who earn degrees, work and make groundbreaking discoveries here. A dramatic trajectory of growth has turned what was once a small teacher preparation college into an internationally recognized research institution that is changing the world.