Job Description

Job Details
Adelante Healthcare Center Support Office - Phoenix, AZ
Full Time
Bachelor's degree
Health Care

POSITION SUMMARY

Supervise, train, guide, mentor, schedule, evaluate, and hire direct reports and provide evaluations. Provides advanced support assistance to direct reports in the operation and management of end-user technologies. Coordinates activities and operations with direct reports. Work is performed under coordination from the Manager of Technology Infrastructure.

EXPECTATIONS

Every Adelante Healthcare leader will strive to maximize the performance and contribution of each team member to Adelante Healthcare and the community that we serve every day. Leaders will set clear performance expectations, provide on-going feedback and coaching to improve results and outcomes and provide regular performance evaluations. Leaders are also expected to work in a manner that demonstrates a commitment to quality, patient safety, employee engagement and innovation, and model for all other employees the highest standards of personal integrity, professionalism, and competence.

OUR CORE VALUES

  • Compassion
  • Excellence
  • Integrity
  • Learning
  • Respect
  • Sustainability

ESSENTIAL SKILLS AND EXPERIENCE:

  • Bachelors degree in technology or related field AND four (4) years experience providing information technology services; OR, eight (8) years experience providing information technology services; OR, any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved. Certificates from recognized programs that indicate mastery of tools and techniques relevant to the assignment may substitute for up to six months of experience
  • Current A+ or equivalent certification
  • Any certifications relating to software applications, technology infrastructure and service delivery are an advantage
  • Demonstrated technology troubleshooting skills and critical thinking
  • Demonstrated experience and understanding of current client computing hardware components and their interrelationships for PC, Android, IOS, and MacOS, platforms
  • Working knowledge of printer technologies and their associated equipment
  • Excellent communication skills in person, over the phone, and via email
  • Must have comprehensive knowledge with computers in general as well as current Microsoft Windows Operating Systems, Microsoft Office Suite products and the Internet
  • Must be able to work well in a team environment, as well as on an individual basis
  • Have a desire to help others resolve problems
  • Demonstrated clear and effective systems, procedural, and end-user documentation creation and maintenance
  • Demonstrated experience managing multiple projects with multiple internal and external team members
  • Competency in working with people of various cultures
  • Evidence of valid Arizona drivers license and current auto insurance
  • Ability to maintain confidentiality
  • Prioritization and multi-task skills are required
  • Evidence of valid Arizona drivers license and current auto insurance
  • Valid Level One Fingerprint Clearance Card issued by the Arizona Department of Public Safety for all specialty behavioral health locations

POSITION REPONSIBILITIES/ESSENTIAL:

  • Responsible for assuring users are provided efficient and timely first and second level support on a 24/7 basis
  • Performs staff scheduling to ensure Help Desk coverage during normal business hours and on-call support as required
  • Manages the Help Desk staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities
  • Provides staff support for administrative tasks and projects relative to the Desktop, Wide Area Network, Local Area Network and Telephone functions
  • Monitors problem management database and follows up with assigned personnel to ensure timely resolution of problems
  • Maintains a central source of information enabling Help Desk staff and support technicians to recover outages with minimal disruption to expected service levels
  • Invokes problem escalation procedures to coordinate recovery
  • Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found
  • Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department
  • Ensures that decisions made to improve the overall customer support of the Help Desk are continually carried through
  • Coordinates training requirements of Help Desk personnel
  • Contributes to departmental productivity and development objectives by participating in training programs
  • Provides leadership by projecting a positive attitude, and providing learning incentives
  • Accurately communicates pertinent information. Assists in the development and implementation of quality improvement programs for assigned department(s)
  • Solves problems and makes decisions relative to Help Desk responsibilities. Ensures that effective Help Desk representation takes place for the coordination of work processes and projects with other departments and divisions
  • Interfaces with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department. Resolves problem situations in a professional manner. Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service
  • Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality and service
  • Serves as the around-the-clock contact for all related support issues, providing advanced first level technology support
  • Accountable for meeting established operational Service Level Agreements
  • Management skills are required to successfully perform the planning, directing, reporting and administrative responsibilities of this position
  • Demonstrated management and decision-making skills concerning Information Technology policies, processes, and procedures
  • Ability to manage multiple high priority initiatives in a fast paced highly technical environment
  • Remains on-call during off-peak hours to respond to support service issues
  • Performs other duties and responsibilities as assigned
  • May be assigned Apple product support duties
  • Diagnose and resolve advanced technical problems associated with computer hardware and software by employing practical, methodical, critical-thinking skills
  • Assists with building training modules for Help Desk and Desktop Support
  • Transport, install and maintain computer software and hardware as needed
  • Conduct interviews and make recommendations for new hires and/or consultants to management
  • Direct and prioritize the workload of support team staff
  • Complete performance reviews and disciplinary actions for direct reports
  • Coordinate team projects
  • Provide excellent customer service. Maintain a pleasant and helpful demeanor; listen patiently when people are upset on the phone, email, or in person
  • Act as customer problem solver, maintaining a constructive and positive attitude
  • Create end-user and departmental documentation

NONESSENTIAL SKILLS AND EXPERIENCE:

  • Experience working in a community health center

Additional Duties and Responsibilities

  • Maintain current awareness and expertise on available desktop operating systems, applications, services, and methods
  • Visit vendors to observe demonstration of systems software as requested and report findings to management
  • Identify and attend relevant training and education
  • Available via cell phone for business communications
  • Available 24/7/365 for emergencies
  • Drive to multiple company locations to perform duties
  • Perform other job-related duties and responsibilities as may be assigned from time to time
  • Perform duties during weekends, holidays, late or early shifts as needed
  • Other duties as requested or assigned

PCMH

All employees are responsible for promoting and participating in interdisciplinary communication and collaboration to enhance the delivery of quality across the health care system. Employees should maintain an environment which supports and engages patients and co-workers in a caring team-based model to promote wellness and improve health outcomes.

Adherence to Compliance and Code of Conduct

All employees are required to comply with Adelante Healthcares written standards, including its Compliance Program and Standards of Conduct, policies and procedures and reporting of any conduct that potentially violates Adelantes legal or compliance requirements. Such compliance will be an element considered as part of the regular performance evaluation.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

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

Physical demands: While performing the duties of this job, the employee may be required to sit for long periods of time, is required to stand, walk, use hands to handle or feel objects, tools or controls; reach with hands and arms; climb steps/stairs; balance; stoop, kneel, crouch or crawl; talk or hear; smell; manage stress as it relates to essential job functions. The employee must frequently lift and/or move up to 25 pounds without assistance and may occasionally be required to lift or move up to 50 pounds with assistance. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work environment: While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time when traveling to various clinic sites. The noise level in the work environment is usually moderate. The employee may be subject to health hazards (contagious diseases, blood borne pathogens, etc.) when working in the clinic area.

In any organization or job, changes take place over time. Although an effort will be made to keep job-related information current, this is not an all-inclusive list of job responsibilities. Adelante Healthcare, Inc. reserves the right to revise or change job duties and responsibilities as the business need arises. In compliance with EEOC 29 CFR part 1630, if the essential functions of this position cannot be performed in a satisfactory manner by the employee, further accommodations shall be made if it does not constitute undue hardships upon this organization.

Application Instructions

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