Lead Service Desk Tech

Why work at TidalHealth? Looking for a rewarding place to work? Choose TidalHealth, which now includes three hospitals – TidalHealth Peninsula Regional in Salisbury, Maryland; TidalHealth Nanticoke in Seaford, Delaware; and TidalHealth Atlantic in Berlin, Maryland. All three hospitals are “A” rated by Leapfrog Hospital Safety Guide, and the facilities have received numerous other honors. TidalHealth is regularly adding new practices to grow our offerings in specialty and subspecialty services. These include neurosurgery, cardiothoracic surgery, joint replacement, emergency/trauma care, comprehensive cancer care, wound care, clinical trials and research, and more. TidalHealth is also home to a growing graduate medical education program to prepare the next generation of physician specialists. Located on the beautiful Delmarva Peninsula, close to the beach, becoming part of Team TidalHealth also offers an ideal opportunity for work-life balance. Take advantage of our tuition assistance and scholarship programs to grow both personally and professionally. Lead Service Desk Technician Position Summary The Service Desk Technician Lead performs a wide variety of tasks including the provision of front line problem isolation and resolution services to Information Services’ customers. In addition, this position is responsible for operation of all computer processors and peripheral devices, key entry activities, computer system backups, restart/recovery of system processes, archiving of system tapes and monitoring system and network performance. The Service Desk Tech Lead is the first level escalation point, the lead coaches and assists in training team members in troubleshooting. This position monitors work queues and helps assure effective workflow. The lead position creates and maintains, detailed and complete Helpdesk documentation, prepares documentation with other team members and provides training to the team and new team members. A key part of the role is to provide the manager with reporting of metrics and KPIs for the Helpdesk and identify, troubleshoot, and resolve technical issues escalated via phone and e-mail or in-person. The position is indirectly responsible for staffing the Service Desk team and handing downtime escalations and escalation procedures. The lead collaborates with the Client Support Tech Lead regarding maintaining inventory of hardware, software and system-wide support assets. Lead Service Desk Technician Position Requirements Experience Experience operating or supporting Windows products is required. Excellent verbal and written communication skills are required. Experience demonstrating good problem-solving and resolution skills necessary. Must perform all work with a high degree of accuracy. Minimum of 3 years experience in technical support and customer service Education High school Diploma is required. Bachelor’s degree is preferred. Lead Service Desk Technician Benefits At TidalHealth, full-time employees working at least 72 hours per pay period, part-time employees working at least 36 hours per pay period and part-time employees working at least 30 hours or more on weekends only are eligible for benefits. Benefits include medical, prescription, vision, dental, flexible spending accounts, disability insurance plans, life insurance, paid time off plans, retirement plans, tuition assistance, employee assistance, and access to on-site childcare and a credit union.