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Form of workJob Summary: The Desktop Support Coordinator plays a crucial role in coordinating activities and leading staff to provide quality level 2 and 3 computing support to WFBH staff, physicians, and business partners. They display initiative and good judgment, overseeing a team accountable for meeting and exceeding expected outcomes and goals. The role involves participating in IT Desktop Support functions, identifying opportunities for improvement, and contributing to the enhancement of quality, process standardization, safety, cost efficiency, as well as patient, customer, and employee satisfaction.
Education/Experience: Associate degree with four years of desktop support experience required; or an equivalent combination of education, certification, and experience. Previous supervisor experience is preferred. A+ Certification is required.
Essential Functions:
- Coordinates technician workflow to ensure customer needs are met or exceeded.
- Monitors the utilization, quantity, quality, and cost of resources and output in the assigned areas.
- Coordinates staffing activities and supervises technician staff.
- Mentors junior team members, providing training and support.
- Manages prioritized projects according to department standards, ensuring timely completion.
- Records time spent on projects to meet documentation requirements.
- Troubleshoots and remediates complex level 2 infrastructure and application issues remotely.
- Identifies opportunities to improve First Call Resolution by troubleshooting based on technical/application expertise.
- Ensures that documentation and procedures are current.
- Facilitates communication with team members, IT departments, IT Leadership, and Customers.
- Escalates issues regarding patient safety concerns promptly.
- Ensures compliance with WFBH employee and security policies.
- Participates in the team approach to quality improvement.
- Documents all work performed in the IT Service Management System.
Skills/Qualifications:
- Excellent time and project management skills.
- Concise, logical, oral, and written communication skills.
- Excellent customer service skills.
- Familiarity with Windows-based systems, including thin clients, Apple Mac devices, and cell phone technologies.
- Ability to mentor and provide on-the-job training.
- Ability to troubleshoot standard business and complex clinical application errors.
- Advanced knowledge of networking and troubleshooting.
Work Environment: Fast-paced with long hours as needed. Full alignment with the vision, mission, and values of the WFBH organization is expected. Possible exposure to patient elements. Subject to varying and unpredictable situations. Handles emergency or crisis situations. Subject to many interruptions. Occasionally subject to irregular hours. Frequent pressure due to multiple priorities.
Physical Requirements:
- Standing, walking, sitting, bending, reaching with arms, finger and hand dexterity.
- Talking, hearing, and seeing.
- Lifting, carrying, pushing, and/or pulling: up to 100 lbs.
Atrium Health Wake Forest Baptist is a pre-eminent academic health system based in Winston-Salem, North Carolina. Atrium Health Wake Forest Baptist is part of Advocate Health, which is headquartered in Charlotte, North Carolina, and is the fifth-largest nonprofit health system in the United States, created from the combination of Atrium Health and Advocate Aurora Health. Atrium Health Wake Forest Baptist's two main components are an integrated clinical system - anchored by Atrium Health Wake Forest Baptist Medical Center, an 885-bed tertiary-care hospital in Winston-Salem - that includes Brenner Children's Hospital, five community hospitals, more than 300 primary and specialty care locations and more than 2,700 physicians; and Wake Forest School of Medicine, the academic core of Atrium Health Enterprise and a recognized leader in experiential medical education and groundbreaking research that includes Wake Forest Innovations, a commercialization enterprise focused on advancing health care through new medical technologies and biomedical discovery.
Wake Forest Baptist Health, Wake Forest University School of Medicine and Atrium Health have joined forces in a strategic combination that will enhance care, transform medical education and create economic opportunity for countless lives in North Carolina and beyond. As a part of that combination, the two health systems will be integrating technology and platforms, including our career sites.
This means that although you are applying on the Wake Forest Baptist Health Career Site, you receive communications from the Atrium Health Recruitment Team. Please know that this is an expected process, and thanks in advance for your flexibility.
