Supervisor, Desktop Support - IT Infrastructure - Full Time (On-site, Troy / Towanda) (Towanda)

Job Description

This position is 100% on-site, time is split between Troy, PA and Towanda, PA

Summary :

The Supervisor, Desktop Support is responsible for supervising the desktop support analysts, making work assignments, monitoring ticket queues and coordinating activities across the team to support critical healthcare operations across The Guthrie Clinic (TGC). The Supervisor is also responsible for maintenance, installation, repairs and overall support of desktops, laptops, tablets, mobile devices and IoT medical devices documents, upgrades and / or replaces hardware and software as required. This position will work together with the Help Desk and Network Operations Center (NOC) staff as appropriate to determine and resolve problems.

Experience :

• Preferred five to seven (5 to 7) years of experience on a desktop support services team; healthcare experience preferred.
• Proficiency in operating systems (e.g., Windows, macOS, iOS, Android)
• Experience specifying, troubleshooting, and maintaining Microsoft compatible enduser computing platforms and peripherals running Microsoft Windows Operation Systems including Windows 10 and Windows 11.
• Experience migration operating system versions and updating desktop images.
• Strong knowledge in Microsoft O365, Patch Management, anti-virus and inventory management tools.
• Excellent knowledge of computers and peripherals.
• Advanced working knowledge of configuring and troubleshooting iOS and Android-based mobile devices.
• Strong customer service orientation, good written and oral communication skills, self-motivated and directed.
• Working knowledge of managing tickets, follow-up actions and close issues.
• Ability to work in a fast-paced environment, manage user expectations and potential risks.
• Experience with patch management software.
• Basic understanding of LAN / WAN network infrastructure technologies.
• Basic understanding of security technologies including firewalls and antivirus.
• Experience with ITSM functionalities such as change control, CMDB and ticketing systems.
• Basic understanding of healthcare information systems (e.g., Epic, Cerner), cybersecurity and clinical operations.
• Prior experience delivering high availability systems in a 24 / 7 environment across geographically dispersed business units.
• Experience with resolving multiple issues simultaneously.

Education :

Licenses / Certifications :

Essential Functions :

Other Duties : Other duties as assigned.

About Us

Joining the Guthrie team allows you to become a part of a tradition of excellence in health care. In all areas and at all levels of Guthrie, youll find staff members who have committed themselves to serving the community.

The Guthrie Clinic is an Equal Opportunity Employer.

The Guthrie Clinic is a non-profit, integrated, practicing physician-led organization in the Twin Tiers of New York and Pennsylvania. Our multi-specialty group practice of more than 500 physicians and 302 advanced practice providers offers 47 specialties through a regional office network providing primary and specialty care in 22 communities. Guthrie Medical Education Programs include General Surgery, Internal Medicine, Emergency Medicine, Family Medicine, Anesthesiology and Orthopedic Surgery Residency, as well as Cardiovascular, Gastroenterology and Pulmonary Critical Care Fellowship programs. Guthrie is also a clinical campus for the Geisinger Commonwealth School of Medicine.