Help Desk Supervisor

Job Description

Under the direction of the Information Technology (IT) Director, the Help Desk Supervisor leads the team providing installation, maintenance, and support services for various technologies, including desktop computers, VoIP telephones, audio-visual equipment, printers, copiers, and related software applications. This is a salaried, working supervisor position for the I.T. Help Desk, which provides essential support to all administrative and clinical departments during operating hours. Occasional after-hours duties are required and this position will be a part of the on-call rotation.

The Help Desk Supervisor should be an experienced technician with a strong working knowledge of Windows-based systems, have excellent customer service skills, the ability to plan and execute help desk projects with minimal disruptions to the end-users, and the ability to lead a team effectively. This role supports other IT operations as needed and works closely with other I.T. roles including the manager of the electronic medical record system team, the I.T. project manager, vendors, and other network and server administrators. 

Supervises, manages, and provides performance evaluations for two (2) help desk personnel. Provides input to the Departmental Director for management, budget, and administration matters.

Qualifications

Employee must have or be working towards a Bachelor’s degree in a related field.

Employee must have a working knowledge of desktop and client-server software and applications including but not limited to: MS Windows 7/10, MS Office 2010/2013, MS Windows Server 2008/2012 and MS Active Directory, Adobe Acrobat, HP Printers, Xerox copy/scan/print devices, thin-client technology, cell phones, Cisco VoIP phones, audio-visual support (projectors, TVs, and laptops).

In addition the employee must have a good working knowledge of networking fundamentals and be familiar with the OSI model, DHCP, DNS, TCPIP, and 802.11 wireless technologies.

The following are desired, but not required: A Microsoft Certified Technology Specialist (MCTS) certification, CompTIA A+ or CompTIA Network+ certification, knowledge of virtual server environments (VMWare and MicrosoftHyper-V), eClinicalWorks. 

Must possess a minimum of five years general IT Help Desk and/or Desktop Support experience in a networked business environment, with at least one year in a supervisory role. 

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Additional Information

Lowell Community Health Center is an Equal Opportunity Employer. We are proud not only of being one of Lowell's largest primary care providers, but of our history serving the community. For over 40 years, Lowell Community Health Center has been offering quality, caring, and culturally appropriate health care services to the people of Greater Lowell, Massachusetts.