It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. Day Shift - 7.5 Hours (United States of America) Key Responsibilities Service Desk & Desktop Operations Oversee day-to-day desktop support operations, including hardware, software, and peripheral support across all hospital locations. Ensure timely response, resolution, and escalation of Help Desk tickets in accordance with SLAs. Monitor ticket queues, backlog, and technician productivity to maintain service quality. Manage on-site and remote technical support for desktops, laptops, printers, mobile devices, and clinical workstations. Coordinate 24/7 support coverage, including on-call rotation and weekend support as required in a healthcare setting. Team Leadership & Staff Development Supervise, mentor, and evaluate Desktop Support Technicians and senior desktop staff. Assign workload and prioritize tasks based on business impact and clinical urgency. Support staff development, certification tracking (e.g., CompTIA A+, ITIL), and performance improvement plans. Conduct regular team meetings, performance reviews, and coaching sessions. Endpoint Management & Technical Oversight Oversee deployment, imaging, and lifecycle management of desktops and laptops. Ensure standardized device configurations (e.g., Dell devices, Microsoft Surface) are maintained across the enterprise. Manage software installations, patching, updates, and endpoint security compliance. Coordinate troubleshooting of complex hardware/software issues and escalation to infrastructure or security teams when needed. Asset & Inventory Management Maintain accurate inventory of all endpoint devices and peripherals. Oversee procurement, asset tagging, and lifecycle replacement programs (e.g., desktop refresh initiatives). Ensure proper documentation of systems, configurations, and asset ownership. Process Improvement & IT Governance Develop and enforce desktop support procedures, standards, and documentation. Identify opportunities to improve service efficiency, reduce manual ticket intake, and automate support processes. Ensure compliance with IT governance, cybersecurity policies, and healthcare regulatory requirements (HIPAA, NY DOH). Participate in change management processes and CAB reviews for endpoint changes. Stakeholder Communication & Customer Service Serve as the escalation point for high-impact technical issues affecting clinical and administrative operations. Maintain strong relationships with clinical staff, department leaders, and executive stakeholders. Provide regular reporting on SLA performance, ticket trends, and service improvements. Ensure a high level of customer satisfaction and responsiveness across all support interactions. Project Support & Implementation Lead or support desktop-related IT projects (e.g., device upgrades, Windows migrations, clinic expansions). Coordinate with application, network, and cybersecurity teams to support system rollouts. Assist in EHR-related upgrades and hardware readiness initiatives tied to major platforms (e.g., Meditech/Epic). Required Qualifications Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience). 5+ years of desktop support experience, with at least 2 years in a supervisory or lead role. Strong experience supporting Windows OS, Microsoft 365/O365, and enterprise endpoint environments. Proven experience managing ticketing systems and SLA-driven support models. Excellent troubleshooting, analytical, and problem-solving skills. Strong communication and leadership abilities in a fast-paced healthcare environment. Preferred Qualifications Experience in a hospital or healthcare IT environment. ITIL certification or familiarity with IT service management frameworks. CompTIA A+, Microsoft certifications, or equivalent. Experience with endpoint management tools (e.g., SCCM, Intune, or equivalent). Experience supporting multi-site or 24/7 operations environments. Key Competencies Service delivery leadership and SLA management Team leadership and workforce development Strong customer service orientation Operational efficiency and process improvement Compliance and risk awareness (HIPAA, audit readiness) Ability to prioritize critical clinical-impact issues Working Conditions Hospital and clinical environment supporting 24/7 operations Requires occasional off-hours, weekend, and on-call coverage Travel between RUMC and affiliated sites may be required Salary Range : $85,000 - $95,000 Employment Non-Discrimination: Richmond University Medical Center is committed to equality of opportunity in all aspects of employment and provides full and equal employment opportunities to all employees and potential employees without regard to race, color, national origin, religion, gender identity, sex, sexual orientation, pregnancy, childbirth and related medical conditions and needs including lactation accommodations, physical or mental disability, age, immigration or citizenship status, veteran or active military status, genetic information, or any other legally protected status. If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us! Our Mission We the staff of Human Resources are proud to share a long-standing tradition of excellence at Richmond University Medical Center. We uphold the mission by providing premier quality patient care through a full spectrum of emergent, acute, primary, behavioral health and educational services, and value the pride and integrity that motivate us to always be more, and always be better. We are committed to our mission and values because WE CARE! We are Welcoming, Energized, Compassionate, Advocates, Respectful and Excellent in our interaction with our patients, families, visitors and co-workers. WE CARE W We are welcoming and gracious toward each other, and toward all who come to receive our services. E Personnel are energized for quality, creativity, commitment and teamwork. C Compassion is the way we share deep concern and care toward each person. A Advocacy is our activity that promotes the rights and responsibilities of patients, families, and staff, in the hospital setting and in the community. R We show respect by recognizing the basic dignity of every person in all our interactions and in the formulation of policies and procedures. E Excellence is our way of demonstrating that we can always be more and always be better.

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