Healthcare IT Help Desk Lead

Stony Brook University; Stony Brook (NY); On-site; USD 71,000 - 87,000; Full time

Job summary

Stony Brook University is seeking a Help Desk Supervisor to oversee shift staff, monitor daily workflow and ensure timely problem resolution across critical IT services in a healthcare environment.

The role requires a Bachelor's in IT or related field and at least 5 years in a Help Desk or similar setting, with strong communication and customer service skills. Knowledge of healthcare IT systems and ITIL/GS practices is preferred. Full-time, on-site position in the Communications department.

Qualifications

• Must have a Bachelor’s degree in Information Technology or a related field.
• 5+ years of experience in a Help Desk, Service Desk or technical support environment.
• Knowledge of PCs, peripherals, printers and their functions; experience troubleshooting in a network environment.

Responsibilities

• Oversee day-to-day operations of the Help Desk shift staff.
• Monitor workflow to ensure timely resolution of problems reported to Help Desk.
• Escalate complex issues and manage resolution with appropriate IT support groups.
• Ensure availability of electronic patient care systems and notify leadership of problems.
• Document issues and resolutions in the IT Service Management system.

Skills

Customer service

Communication

Supervisory experience

Team leadership

Education

Bachelor's degree in Information Technology

Tools

IT Service Management system

Rhapsody Interface Engine

Lab Information System

Oracle Cerner

OpenScape

Job description

Stony Brook University is seeking a Help Desk Supervisor to oversee shift staff, monitor daily workflow and ensure timely problem resolution across critical IT services in a healthcare environment.

The role requires a Bachelor's in IT or related field and at least 5 years in a Help Desk or similar setting, with strong communication and customer service skills. Knowledge of healthcare IT systems and ITIL/GS practices is preferred. Full-time, on-site position in the Communications department.