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Pyramid Healthcare Help Desk Manager in Altoona, Pennsylvania

Pyramid Healthcare is excitedly seeking a Help Desk Manager to join our growing team!

Deliverables/Principal Results Expected:

  • Provide Management of the Pyramid Ticketing System and service desk staff.

  • Use ticket tracking to document problems and corresponding solutions, and analyze resulting data to improve performance and training.

  • Supervisory duties may include determining personnel requirements, hiring, setting schedules and insuring that those under their direction have adequate resources to complete their jobs.

  • Managing the help desk team and ongoing/annual performance evaluations.

  • Ensuring customer service is timely and accurate on a daily basis.

  • Improve the employee (customer experience) continuously.

  • Technical support duties may include, but not limited to:

  • Microsoft Active Directory administration. Includes user creation/deletion, folder permissions, and password resets.

  • Office 365 email administration. Creating/deleting email accounts, assigning encryption to email accounts where required, create/maintain email distribution lists, and manage email licensing.

  • Common technical support duties include answering telephones, communicating with clients, diagnosing hardware and software malfunctions, troubleshooting problems, replacing hardware and installing new software on clients' machines.

  • Specific company-wide duties may include, but not limited to:

  • Creation of run books for each site and help drive standardization

  • Read or listen to client problems and collect necessary information to identify and solve technical issues.

  • Remotely or in person conduct set-up, administration, configuration, or troubleshooting of problems.

  • Update and maintain company-wide computer inventory and asset management system.

  • Other duties as assigned.

Requirements

  • 5+ years of Helpdesk management experience or equivalent.

  • Significant prior experience managing and motivating people.

  • General knowledge of Management Information Systems as it relates to Software, Computer Hardware and Networks.

  • Graduate of a Computer/MIS degree program required.

  • Familiarity with working in a healthcare company is preferred.

Benefits

  • Health Insurance

  • Life Insurance

  • Dental Insurance

  • Vision Insurance

  • 401k

  • Tuition Reimbursement

  • Paid Time Off

  • And More!

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