Apria Healthcare

  • Desktop Support Supervisor

    Requisition ID
    2019-8713
    # of Openings
    1
    Category
    Information Technology
    Location : Location
    US-CA-Lake Forest
    Full/Part Time
    Full-time
  • Job Summary

    With over 300 locations across the US, Apria Healthcare’s mission is to improve the quality of life for our 1.8 million patients at home by providing home respiratory services and select medical equipment to help them sleep better, breathe better, heal faster, and thrive longer. Additional information can be found at www.apria.com.

     

    JOB SUMMARY

     

    The Desktop Support Supervisor supervises the day-to-day operations of the help desk.

    ESSENTIAL DUTIES AND RESPONSIBILITIES

    • As needed, provides direct technical support including troubleshooting software, repair/replacement of desktop PC hardware, laptops, printers, scanners, PDA’s and related devices.  
    • Regularly collaborate with more advanced groups to work out complex configuration issues, and provide guidance and documentation back to the team.
    • Escalation point for the Desktop Support and Desktop Engineering groups.
    • The ability to take projects from start to finish utilizing best practices for tracking and reporting.
    • Analyzes, designs, and incorporates methods for maximizing efficiency of ticket routing and flows.
    • Updating documents and improving others that might be out of date.
    • Work with technicians that receive negative comments and respond to comments with appropriate actions.
    • Respond to customer escalations.
    • Run daily shift meetings each day to review previous day’s performance, discuss known issues and create/maintain an environment based on teamwork.
    • Ensure compliance with quality and service delivery metrics for all assigned services. Ensures that appropriate resources are deployed to meet service level agreements.
    • Responsible for ensuring that programs and processes of the PC Technicians are defined, documented, and followed by all personnel.
    • Monitors and initiates installation of applications, operating system upgrades, and patches for the corporate desktop/laptop environment.
    • Maintains proper levels of hardware inventory to support timely repair and distribution of new/replacement systems.
    • Researches, evaluates tests, configures, maintains, and supports products and services for the current and future desktop hardware and software environment.
    • Performs other duties as required.

     

    SUPERVISORY RESPONSIBILITIES

    • Supervises the work of Support Systems Specialists or other IT personnel assigned to Helpdesk. Includes work hour scheduling, assignment of projects and supervision of day-to-day activities.
    • Participates in recruiting, ongoing training and development, daily, quarterly and annual performance evaluations for individuals who report to you, and terminations.
    • Ensure that technicians manage their individual ticket queues, work with them to resolve or properly close aging tickets (coaching).
    • Continually ensure technicians are properly trained in order to meet or exceed customer service best practices and satisfaction.
    • Manage staff assignments to either meet or exceed Client SLA’s.
    • Manage individual technician schedules (including sick and holiday) to ensure proper coverage is maintained at all times.
    • Monitor customer service stats and follow up on less than satisfactory responses to technician performance.

     

     

    Minimum Required Qualifications

    MINIMUM REQUIRED QUALIFICATIONS

     

    Education and/or Experience

    • Bachelors or Associates Degree in Information Management, Computer Operations or a related field; or the equivalent in education and work experience.
    • 5+ years of related experience with 3+ years working in a helpdesk or call center support environment as a manager or supervisor is required.
    • Experience leading teams of 7 to 16 IT professionals.
    • Experience supporting windows operating systems ranging from NT 4.0 to XP.
    • 3 years of related experience in Desktop Application support

     

    Certificates, Licenses, Registrations or Professional Designations

    • N/A

     

    SKILLS, KNOWLEDGE AND ABILITIES

    • Business Acumen
    • Problem Solving/Analysis
    • Communication Proficiency
    • Personal Effectiveness/Credibility

     

    Computer Skills

    • Basic understanding of Networking (LAN/WAN) and internet communication protocols.
    • Strong understanding of hardware components and how they relate to performance.
    • Understanding of Microsoft Office 365 Applications

     

    Language Skills

    • English (reading, writing, verbal)

     

    Mathematical Skills

    • Ability to compute and understand large numbers as it pertains to budgeted projects

    PREFERRED QUALIFICATIONS (only include Preferred Qualifications if needed)

     

    Education and/or Experience

    • Familiarity with multiple business applications and healthcare experience a plus.

     

    Certificates, Licenses, Registrations or Professional Designations

    • A+ Certification and MS Certifications desired.

     

    PHYSICAL DEMANDS

    This is a stationary position that requires frequent sitting or standing, repetitive wrist motions, grasping, speaking, listening, close vision, color vision, and the ability to adjust focus.  It also may require occasional lifting, carrying, walking, climbing, kneeling, bending/stooping, twisting, pulling/pushing, walking, bending, stooping, and reaching above the shoulder.  Employees in this position must be physically able to efficiently perform the essential functions of the position. Reasonable accommodations will be provided to assist or enable qualified individuals with disabilities to perform the essential functions of the position, upon request.

     

    WORK ENVIRONMENT

    Work is performed in an office setting with exposure to moderate noise. 

     

    TRAVEL

    Occasional travel as required.

     

    OTHER INFORMATION

    The essential duties and responsibilities, physical requirements, and work environment described above are representative of those typically required for this position but may vary depending on staffing and business needs at specific locations. The inclusion or omission of a specific duty or physical requirement is, therefore, not determinative of whether that function is essential to a specific individual’s position.

     

    Join the Apria team for a rewarding opportunity in healthcare!  Competitive pay rates with cash incentives and full benefit packages available, including health, dental, vision, disability and 401(k).

     

    Apria Healthcare is committed to hiring veterans and military spouses. 

    EEO Statement

    As an EOE/AA employer, Apria Healthcare is committed to providing all applicants and employees with equal access to employment opportunities, regardless of sex, race, age, color, national origin, disability, pregnancy, religion, genetic information, sexual orientation, transgender status, gender identity, marital status, veteran status, or any other characteristic protected by federal, state, or local law.  Apria Healthcare shall abide by the requirements of 41 CFR 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals on the basis of protected veteran status or disability, and require affirmative action by covered prime contractors and subcontractors to employ and advance in employment qualified protected veterans and individuals with disabilities. AA/EOE, M/F/Disability and Vet

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