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Help Desk Supervisor

Penn Medicine

This is a Full-time position in Philadelphia, PA posted April 8, 2021.

Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines. Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life’s work? Position Description Accountabilities bull Provides on-site field support to customers. Performs basic installations, repairs, upgrades and maintenance on hardware and equipment. Assists in the analysis of technical products, systems andor software. bull Highly proficient in all Health System clinical and back office applications Highly proficient in all Health System clinical hardware (Dell, Lenovo, Zebra, HP, Okidata, etc) bull May perform executive management (VIP users) support duties bull Oversee complex technical issues for the team and work with appropriate teams on solutions as needed bull This position will require strong technical and analytical skills bull Demonstrated knowledge of the use of technology bull Demonstrated ability to work independently, and on bull Multiple projects simultaneously bull Demonstrated ability to learn and use new technology bull MCDSTA+ certification(s) preferred but not required bull Improvising solutions where none are known while adhering to UPHS standards bull Will assist on remediation of the most difficult or advanced problems and will work on research and the development of solutions for newly identified issues and technologies as they arise bull Provides on-site field support to customers including installation, servicing and repairing of systems equipment. bull Answers customer questions and resolves issues. Refers other issuesquestions to appropriate personnelmanager for follow-up, testing and troubleshooting. bull Assists in instructing customers in the operation and maintenance of systemsequipment. bull Performs testing of the final product and works with the customer to assure that the product performs as planned. Performs or updates inventory as appropriate. bull Updates tickets and assignments according to established procedures. bull Participates in on-call rotation as assigned. bull Performs other duties as assigned. Minimum Requirements Required Education and Experience bull High School Diploma or GED required bull 5+ years of professional field support experience required Required Licenses, Registrations, and Certifications bull May be responsible for covering UPHS Physician practice locations from Center City and areas north bull May require a valid driver’s license and a vehicle to use for driving to UPHS practice locations Required Skills and Abilities bull Experience working with Health System hardware, software and equipment products required bull Experience working with Health System process andor system design concepts required bull Experience working with appropriate programming languages, operating systems and software required bull Strong customer service orientation and ability to follow through issues to resolution required bull Ability to interact with all levels of Health System personnel to include IT management staff, consulting staff, clinicians, clinical administrators, etc. required bull Familiar with process improvement required bull Knowledge of healthcare operations and the use of information system applications in the practicing healthcare environment required bull Must be able to function as part of a team providing a high level of quality service to clients required Additional Information As part of our COVID-19 response, this position may currently be offering partial or full remote work. However, in the near future this position will require full or partial on-site work. Be a part of the exciting and ground-breaking upcoming years for the Penn Medicine Information Services department! Because growth is essential to continuing to meet the current and future needs of patients, Penn Medicine continues to expand its capabilities. Penn Medicine’s Information Services (IS) Department focuses its efforts on the clinical and financial systems that support the day-to-day operations of four hospitals, several satellite practices, and more than 2,000 physicians. Learn more about Information Services We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives. Penn Medicine httpwww.pennmedicine.orgcareers Live Your Life’s Work EOEAA, MinorityFemaleDisabledVeteran We are an Equal Opportunity and Affirmative Action employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.