Supervisor - Customer Support and Computer Operations
Kirkland, WA

Job Description

EvergreenHealth is looking for a Supervisor - Customer Support and Computer Operations working full-time in our Information Technology department located in Kirkland, Washington.

EvergreenHealth is an integrated two-hospital healthcare system offering a breadth of services and programs that is among the most comprehensive in the region. Formed in 1972 as a public hospital district, we now serve nearly 850,000 residents of our service area in north King and south Snohomish counties, with medical facilities located throughout the area for easy access. EvergreenHealth has been recognized with many honors and awards, including recognition by Healthgrades as one of America's 100 Best Hospitals (2019).

To find all of our openings please go to our employment site: https://jobs.evergreenhealth.com/

Job Summary

Provides supervision for and assigns, delegates and monitors the day-to-day work of Customer Support Specialists and Computer Operators in a mixed mid-range and Windows 7 environment. Works with customers and system owners to determine and document day-to-day operations tasks. Responsible for day-to-day helpdesk activity and metric reporting.

Essential Job Functions

1. We are the stewards of our culture. How we embrace and live our values and these principles cultivates our culture. We are accountable for exceptional outcomes and for constant improvement.

2. We are committed to continuous, incremental improvement to eliminate waste, inefficiency, ineffective communication, and variations in our processes.

3. We are "teachers and coaches" supporting the professional growth of our staff, to help our teams achieve their highest potential. We are committed to learning and growing as leaders in the application of these principles.

4. We are consistently responsive to those we serve. We listen and communicate effectively, always seeking first to understand and then to be understood. We are inclusive and transparent in our decision making and communications.

5. We role model healthy and rewarding personal lives that are balanced with the demands or our work. We find opportunities every day to genuinely recognize and celebrate the excellent work of our staff, physicians and volunteers.

6. Assigns and delegates the day-to-day work for customer support and operations staff. Monitors day-to-day work and provides technical mentoring for all customer support and operations staff as needed.

7. Trains Sr. Computer Operators and Sr. Customer Support Specialists to effectively provide mentoring to others on the team.

8. Coordinates staff schedules to ensure 24/7 coverage.

9. With input from the manager, completes and conducts probationary and annual performance appraisals for the customer support and operations staff.

10. With guidance from manager, facilitates any corrective action within the customer support and/or operations staff.

11. Develops and documents processes and procedures for customer support and operations

12. Accountable for following the guidelines for attendance, punctuality and overall dependability. Accountable for effective performance and follow-through of all assigned responsibilities and for completing responsibilities within designated (or agreed upon) timeframes. Completes responsibilities in a manner consistent with organizational policy, goals and values.

13. Responsible for the "Accountabilities" associated with this position in support of the organization.

14. Performs other duties as assigned.

Competencies

1.Must utilize one or more Cerner applications to deliver and track patient care. Must complete a written Cerner application(s) competency assessment with a minimum passing score of 80% or greater, dependent on the employee's job and department.

2. Good understanding of telecommunications design and support issues.

3. Good understanding of computer networks (LAN, WAN, and intranets).

License, Certification, Education or Experience:

REQUIRED for the position:

* Associate's degree or equivalent combination of education and experience.
* Five years of experience in Information Technology.
* Two years in a leadership or supervisory role.
* Ability to lead staff on technical decisions.
* Strong communication and presentation skills.
* Good understanding of telecommunications design and support issues.
* Good understanding of computer networks (LAN, WAN, and intranets).
* Experience in networking, TCP/IP.
* Highly experienced in hardware and software installations, as well as general configuration issues.

DESIRED for the position:

* Bachelor's degree.
* Courses specific toward Information Technology.
* Industry certifications are desirable.

Apply here: Are you a current EVERGREENHEALTH employee? Yes No

X This position is open for internal candidates only.