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For your reference, we have included the original job posting below.
Help Desk Supervisor
Job Number:
38650345
Company Name:
Kelsey-Seybold Clinic
Job Location:
Houston, TX US
Job Category:
Information Technology
Help Desk Supervisor
To provide supervision to help desk representatives on an on-going interactive basis to ensure quality support to Clinic users with a high degree of customer satisfaction, technical expertise, and timeliness. Coordinate communication with Information Systems management staff in troubleshooting, testing, and support of existing and new clinic systems. Act as a communication point between Information Systems and the end-use community. Document and maintain help desk policies and procedures. Ensure systems security through stringent practices and monitoring of security functions delegated to the Help Desk. Provide exceptional customer service and technical support to the user community.
Requirements:
Basic Job Qualifications:
Bachelor's degree in a technical area or 4 years equivalent technical work experience.
Microsoft Certified Desktop Technician, (MSDST), Microsoft Certified Systems Administrator (MCSA) or Microsoft Certified Systems Engineer (MCSE) or equivalent certification.
1+ years direct supervision of technical IT staff in a Desktop, Server, or Network area.
4 years Level 2 or Level 3 technical support in a Desktop, Server, or Network area, with 3 years Help Desk phone support utilizing ACD/DCN telephone systems.
Technical training experience with support staff and end-users.
Valid Texas Driver’s License
Advanced User support of Microsoft Windows 9x, NT, 2000, XP and Microsoft Office 2000 / 2003. Ability to track, analyze, and report help desk utilization and performance.
Ability to develop internal practice standards and policies. Proven communication, presentation, project management, and problem solving skills.
2+ years experience utilizing call/request tracking applications.
Must be willing to be on call for after hours support on both weekends and holidays as needed.
Candidates must have the ability to travel occasionally.
