Job Description

Description

Carson City, NV | Full Time US:NV:Carson City Information Technology

About Carson Tahoe Health

CTH is a not-for-profit healthcare system with 240 licensed acute care beds, fully accredited by the Center for Improvement in Healthcare Quality (CIHQ). CTH was voted 5th most beautiful hospital in the nation nestled among the foothills of the Sierra Nevada in North Carson City and only a short drive away from world-famous Lake Tahoe & Reno. We serve a population of over 250,000 and feature two hospitals, two urgent cares, an emergent care center, outpatient services and a provider network with 19 regional locations.

Summary

• Oversees the daily operations of the Information Technologies Service Desk for CTHS. Creates and implements IT Service Desk policies, procedures, and workflows. Compiles and reports Help Desk ticket and call metrics. Advises management concerning enterprise IT trends and current best practices, technical issues, need for equipment, need for software upgrades, and priorities related to supporting Service Desk operations. Functions as a resource for Service Desk staff in resolving or escalating issues. Monitors and maintains Service Desk service levels. Takes part in Information Technology Management on-call rotation, and assigns after-hours calls and issues to the proper responsible party.

Responsibilities

o Establish and manage Service Desk daily activities and service level agreements on incoming issues to maintain proper expectations, time frames, and user satisfaction. o Analyze trends in incoming issues, assess need for any system re-configurations, and present solutions. o Manage Service Desk ticketing system and Service Desk staff assigned ticket queues. o Monitor Service desk staff performance, identify problem areas, devise and deliver solutions to enhance quality of service and prevent future issues. o Provide ongoing support and guidance of Service Desk staff, including training, performance improvement, technical mentoring, and professional development. o Communicate effectively to convey technical concepts to a non-technical audience. o Assure Service Desk documentation and knowledge base is accurate and current. o Perform evaluations of Service Desk staff in coordination with the Technical Services Manager. o Performs other related duties as assigned.

Qualifications

• Required: o High School Diploma or equivalent. o Experience with IT Service Management principals and best practices. o A minimum of two (2) years of previous supervisory experience in a Help Desk or Call Center environment. o A minimum of four (4) years of previous experience working with Windows operating systems in an enterprise technical support environment. Preferred: o Information Technology Infrastructure Library (ITIL) certification. o Technical certifications such as CompTIA A+, MCP, CCNA, or others where applicable. o Experience with wired and wireless network infrastructure using Cisco hardware. o Experience with server architecture running Microsoft, Linux, or Unix operating systems. o Experience with workstation and server virtualization. o Experience with VOIP phone systems. o Experience with enterprise-grade storage systems. o Experience with enterprise backup solutions.

Top 5 Reasons to Live in Carson City, Nevada

• Live, work and play in one of the most beautiful regions in the world
• Enjoy an array of outdoor activities world class skiing, golf, camping, mountain biking, hiking, water skiing, kayaking, hunting and fishing
• Just next door is Beautiful Lake Tahoe
• We are minutes from Reno known as the \'biggest little city in the world\' - Fine dining, nightlife, shopping and home to the University of Nevada Reno.
• Family friendly atmosphere with affordable housing & excellent school system

Our Benefits

• No State Income Tax
• Medical, Dental, Vision, FSA, Telehealth
• Paid Time Off, Mental Health, and Volunteer Days
• 100% Vested 401K & Roth with Company Contribution
• Tuition Reimbursement
• Referral Bonuses
• On Site Education & Certification Programs
• Base Wage Increases for Relevant Advanced Degrees
• Free Calm App Subscription

Carson Tahoe Health