IT Support Supervisor

IT Support Supervisor at AllCare Health with the IT department in Grants Pass, Oregon

We Are Seeking Qualified Candidates to Join Our Team!

AllCare Health offers competitive wages, an excellent benefits package including affordable healthcare, 401k retirement, wellness programs, and flexible schedule options.

Summary

This position is responsible for planning, directing, and supervising operations of the IT department’s Desktop Support and Field Support teams. 

The Desktop Support team is responsible for providing professional, timely, and accurate telephone, remote, and desk-side issue triage and support to meet the organization’s needs for reliably functioning client computers, printers, telephones, and other technology services. 

The Field Support team provides the same services of the Desktop Support team in addition to responsibility for the deployment and maintenance of the IT network at remote office and clinic locations.

Essential Duties

1. Builds, trains, mentors, guides, and coaches the Desktop Support team and Field Support team.
2. Handles escalated IT support issues from customers, serving as an ambassador of the IT department to the greater customer base.
3. Serves as the highest tier of technical escalation for the Desktop Support and Field Support teams prior to escalation to the Systems Administration team or department Director.
4. Works with department Director to establish and monitor team KPIs; addresses performance issues with team members.
5. Works with department Director to manage Desktop Support and Field Support employee interviewing, hiring, training, evaluation, corrective action, and termination in accordance with Human Resource policy and law.

Being bilingual in another language, including American Sign Language (ASL), is an invaluable skill that enhances our ability to deliver culturally responsive care. We strongly encourage you to apply if you are bilingual.

All relevant experience can be listed in your resume to perform essential duties of the position including the following: lived, volunteer, professional, or a combination of experience and education.

On Call Responsibilities 

This position requires on-call responsibilities. During on call shifts, this role is either within waiting to be engaged or engaged state. Schedules are provided in varying formats to insure qualified personnel is available during our business requirements, for each area of responsibility. Required on call times may change throughout the year depending on business needs. 

Supervisory Responsibilities 

Directly supervises Desktop Support Technician and Field Support Technician employees in the IT Operations Department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. New positions and budgeting is coordinated with the Director of IT Operations and the CIO.

Job Requirements

• May require the use of personal vehicle for local travel (subject to mileage reimbursement).
• May require the use of a personal cell phone (cell phone stipend applicable).

Education

Bachelor's degree from a four-year college or university in Information Technology or related fields.

Experience          

• 3-5 years of IT desktop and/or IT field support work experience.
• 2 years of experience in customer service-focused industry.
• 1 year of experience supervising others preferred. 

Certificates, Licenses, and/or Registrations

• Valid Oregon Driver’s License and vehicle insurance.
• Certificates: A+, Network+, MCP (MCSA/MCSE) and other technological certifications are preferred.

Technical Skills

• Strong written and verbal communication skills
• Ability to learn new skills in a rapidly evolving environment
• Familiarity with technical troubleshooting and coordinating problem resolution
• Experience using and promoting modern technology tools, applications, and devices
• Installing, configuring, networking, and troubleshooting desktop operating systems
• Troubleshooting Microsoft Office applications
• Experience with enterprise IT support (e.g., remote control, remote application deployment)
• Excellent computer skills, including Microsoft Office Suite (Outlook, Word, PowerPoint, Excel)
• Knowledge of operating systems, software programs, networks, and other technologies
• Knowledge of customer service and service recovery best practices

Interpersonal Skills

• Trust: Promotes honesty, transparency, and diligence. Approaches leadership with mindset of “power with” rather than “power over” and regularly includes others in planning and decision-making. Able to make and communicate difficult decisions in the best interest of AllCare Health.
• Innovation: Ready to take advantage of unexpected opportunities; adapts quickly to change and is a teacher to assist with change within the organization. Commits to solving unresolved issues in an effort to collaborate and model problem solving. Proactively develop solutions to challenges, including by constantly looking at big-picture progress and thinking about people.
• Relationships: Enthusiasm for meeting and engaging with people. Able to put people at ease, especially when there are lines of difference. Identifies and intervenes in problematic dynamics. Listens closely to understand needs or concerns and takes steps based on that input. Gets back to people in a timely manner. Takes pride in providing clear, helpful information.
• Voice: Brings a clear vision and recognizes the value of divergent perspectives. Provides equity-centered conflict transformation support, interventions, and training in the team and across departments. Commits to and understands concepts of equity, belonging, and inclusion in the workplace.  Effectively works and collaborates across differences. A working knowledge and understanding of the ways implicit bias, personal identity, and power and privilege impact individuals, organizations and systems.

Physical Demands & Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties of this job. The work environment characteristics described here are representative of those an employee encounters while performing the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

The employee must occasionally lift and/or move up to 25 pounds. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl. While performing the duties of this job, the employee is occasionally exposed to risk of electrical shock. The noise level in the work environment is usually moderate.

• The employee is occasionally exposed to work near moving mechanical parts and risk of electrical shock.
• The employee must be able to work onsite, as needed.
• The employee must be able to work from a home office, as needed.
• The employee must be able to travel locally, as needed.

Company Overview

AllCare Health Website:  https://www.allcarehealth.com.

AllCare Health is incorporated as an Oregon Benefit Corporation and has earned the coveted Certified B Corp® status since 2017. As such, AllCare Health considers its impact on community, society, and the environment in all business decisions. We have long recognized the value in social, economic, and environmental concerns of our employees, customers, and community members. (Learn more about B Corps at https://bcorporation.net/about-b-corps)

AllCare Health headquarters are located in Grants Pass in Southern Oregon on the Rogue River, surrounded by mountains, forests, small farms, and breathtaking views. This thriving and energetic community is ideal for families and outdoor enthusiasts, with a temperate Pacific Northwest climate. We enjoy easy access to outdoor sports and recreation, river rafting, fishing, hiking, biking, wineries, outdoor concerts, the world-famous Ashland Shakespeare Festival, the stunning Oregon coast, magnificent redwood forests, pristine beaches, and much more.

The AllCare Health family of businesses is guided by our corporate principles:

Purpose | Working together with our communities to improve the health and well-being of everyone.

Values | Trust, Innovation, Relationships, and Voice.

Vision | Thriving, Inclusive, and Equitable communities.

Brand Promise | Changing Healthcare to Work for You.

AllCare Health is dedicated to building a diverse and authentic workplace centered in belonging and serving our growing community. If you are excited about this open position but your experience does not align perfectly with every qualification in this post, we encourage you to apply anyway or reach out to our human resources department. You may just be the right candidate for this role or others. 

If you need accommodations, help in the application process, or wish to receive this job announcement in an alternative format, please call 541-471-4106 and ask for Human Resources.

All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sexual orientation, gender identity, sex, age, protected veteran or disabled status, or genetic information.