Field Service Team Lead

choa; Atlanta (GA); On-site; USD 75,000 - 105,000; Full time

Job summary

Children’s Healthcare of Atlanta is seeking an experienced IT support leader to coordinate information systems and technology support activities across campus. The role serves as escalation point and partners with the Manager, Solution Center to ensure customer satisfaction.

Candidates bring 3+ years in desktop and help desk environments, healthcare IT experience, and strong project management, with a Bachelor's in MIS or related field.

Qualifications

• Must have leadership experience.
• 2 years of experience in healthcare.
• 3 years of experience in computer operations.
• 3 years of experience in a desktop support position, including help desk and a microcomputer environment.
• 3 years of experience in a direct support help desk environment.
• 3 years of experience in network administration and systems administration.
• 3 years of experience in minicomputers utilizing database technologies, e.g., Hewlett Packard, IBM RS6000, and UNIX.
• Experience in workstation hardware installation, upgrades, and testing.

Responsibilities

• Works with Manager, Solution Center to ensure staff members have met all requests for operational services to the customers' satisfaction and provides feedback concerning areas for development and accomplishments.
• Implements downtime communication and works with coworkers to ensure communication is implemented in a timely manner.
• Meets independently and proactively with other Information Systems & Technology team leads and members to foster an open, cohesive relationship and attends all support turnover meetings.
• Generates customer surveys from end users to determine satisfaction levels and provide solution center reporting to Information Systems & Technology and external management.
• Monitors all systems and utilities, implementing communications and resolution plans appropriate to identified deviations from standard operating procedure.
• Oversees documentation of support processes to ensure Knowlix knowledge database is current.
• Reviews shift reports and daily activity logs to ensure proper procedures were followed.
• Assist Supervisor and/or Manager with development of staff by: being available to teammates, acting as a resource to help complete complicated/complex tasks, providing on the job training to team, and seeking out opportunities to become actively involved in staff workflow and development.
• Provide Supervisor and/or Manager feedback on staff performance, educational needs, and workflow status.

Skills

Leadership

Healthcare experience

Computer operations

Desktop support

Help desk

Network administration

Minicomputers

Workstation hardware

Education

Bachelor's degree in MIS / Information Systems

Tools

TCP/IP

Win9x

Windows NT

Microsoft Office

Windows OS

VoIP

Compaq server hardware

NetWare

Job description

Work Shift

Day

Work Day(s)

Monday-Friday

Shift Start Time

8:00 AM

Shift End Time

5:00 PM

Worker Sub-Type

Regular

Children’s is one of the nation’s leading children’s hospitals. No matter the role, every member of our team is an essential part of our mission to make kids better today and healthier tomorrow. We’re committed to putting you first, and that commitment is at the heart of our company culture: People first. Children always. Find your next career opportunity and make a difference doing what you love at Children’s.

Job Description

Coordinates Information Systems & Technology support activities, including moves and changes. Serves as campus-based point of support escalation.

Experience

• Must have leadership experience
• 2 years of experience in healthcare
• 3 years of experience in computer operations
• 3 years of experience in a desktop support position, including help desk and a microcomputer environment
• 3 years of experience in a direct support help desk environment
• 3 years of experience in network administration and systems administration
• 3 years of experience in minicomputers utilizing database technologies, e.g., Hewlett Packard, IBM RS6000, and UNIX
• Experience in workstation hardware installation, upgrades, and testing

Preferred Qualifications

• Experience in performance tuning, capacity, security, planning, and application configuration management
• 3 years of experience in a healthcare setting
• Computing Technology Industry Association N+
• Microsoft Certified Solutions Expert (MCSE)

Education

• Bachelor's degree in Management Information Systems, Information Systems, or related field or equivalent years of experience

Certification Summary

• Computing Technology Industry Association A+

Knowledge, Skills, and Abilities

• Demonstrated knowledge of generally known information technology platforms, standards, and software development language(s)
• Well-developed organizational, written communication, and analytical skills
• Strong interpersonal skills to interact positively and productively with teams across organizational lines, including administrative/executive staff and patient care system users
• Strong project management skills
• Must be able to function in a dynamic environment subject to impromptu changes in schedules and priorities
• Proficient in TCP/IP, Win9x, Windows NT, Microsoft Office, Windows operating systems, VoIP technologies, Compaq server hardware, and NetWare

Job Responsibilities

• Works with Manager, Solution Center to ensure staff members have met all requests for operational services to the customers' satisfaction and provides feedback concerning areas for development and accomplishments.
• Implements downtime communication and works with coworkers to ensure communication is implemented in a timely manner.
• Meets independently and proactively with other Information Systems & Technology team leads and members to foster an open, cohesive relationship and attends all support turnover meetings.
• Generates customer surveys from end users to determine satisfaction levels and provide solution center reporting to Information Systems & Technology and external management.
• Monitors all systems and utilities, implementing communications and resolution plans appropriate to identified deviations from standard operating procedure.
• Oversees documentation of support processes to ensure Knowlix knowledge database is current.
• Reviews shift reports and daily activity logs to ensure proper procedures were followed.
• Assist Supervisor and/or Manager with development of staff by: being available to teammates, acting as a resource to help complete complicated/complex tasks, providing on the job training to team, and seeking out opportunities to become actively involved in staff workflow and development.
• Provide Supervisor and/or Manager feedback on staff performance, educational needs, and workflow status.

Children’s Healthcare of Atlanta is an equal opportunity employer committed to providing equal employment opportunities to all qualified applicants and employees without regard to race, color, sex, religion, national origin, citizenship, age, veteran status, disability or any other characteristic covered by applicable law.

Primary Location Address

2220 North Druid Hills Road

Job Family

IT Support/Field Services