SUPERVISOR- HELP DESK TECHNICIANS AND NOC (REMOTE)

Description:

Make a difference at OCHIN

OCHIN is a rapidly growing national nonprofit health IT organization with two decades of experience transforming health care delivery to drive health equity. We are hiring for a number of new positions to meet increasing demand. When you choose to join OCHIN, you have the opportunity to continuously grow your skills and do meaningful work to help fulfill our mission.

OCHIN provides leading-edge technology, data analytics, research, and support services to nearly 1,000 community health care sites, reaching nearly 6 million patients nationally. We believe that every individual, no matter their race, ethnicity, background, or zip code, should have a fair opportunity to achieve their full health potential. Our work addresses differences in health that are systemic, avoidable, and unjust. We partner, learn, innovate, and advocate, in order to close the gap in health for individuals and communities negatively impacted by racism or other structural inequities.

At OCHIN, we value the unique perspectives and experiences of every individual and work hard to maintain a culture of belonging.

Founded in Oregon in 2000, OCHIN employs a growing virtual workforce of more than 800 diverse professionals, working remotely across 46 states. We offer a generous compensation package and are committed to supporting our employees’ entire well-being by fostering a healthy work-life balance and equitable opportunity for professional advancement. We are curious, collaborative learners who strive to live our values every day: leadership, collaboration, excellence, innovation, inclusion, and stewardship. OCHIN is excited to support our continued national expansion and the increasing demand for our innovative tools and services by welcoming new talent to our growing team.

Position Overview

The Supervisor, Help Desk Technician will be responsible for supervising the Help Desk Technicians in providing a broad range of 24×7 technical and customer support for OCHIN Epic member network, application, and access issues, in a large and dynamic IT environment. The supervisor will ensure service level agreements are met during and after business hours (24/7) for any network infrastructure issues, as well as meeting SLAs for all member issues reported after hours. The supervisor will be a champion for expedient, stellar customer service, by overseeing and improving the execution of Help Desk processes, procedures, and technology. The supervisor is responsible for leading the management of incidents related to the network infrastructure through resolution and must be able to analyze and troubleshoot complex networking issues. This role is required to manage customer-wide communications regarding incidents, manage team projects, and support initiatives that meet business needs. The supervisor will be expected to communicate effectively and work well with our customers and our internal support teams, managing all aspects of team performance and scheduling. This position reports to the Help Desk Manager.

COVID-19 Vaccination Requirement

To keep our colleagues, members, and communities safe, OCHIN requires all employees—including remote employees, contractors, interns, and new hires—to be vaccinated with a COVID-19 vaccine, as supported by state and federal public health officials, as a condition of employment. All new hires are required to provide proof of full vaccination or receive approval for a medical or religious exemption before their hire date.

Essential Duties

• Manage and maintain shift staffing and role coverage for a team of Help Desk technicians working 24x7x365
• Minimize client impact and reduce time-to-resolution while overseeing the management process including the generation, technical analysis, and distribution of regular and accurate reports ensuring Help Desk/NOC KPI performance
• Maintain the ability to support all functions, roles, and tools to monitor, troubleshoot, and escalate trouble tickets
• Create operational team processes to ensure they are effective, documented, and followed
• Manage customer-wide incident communications
• Manage performance of the team, including employee issues; communicate and resolve issues as needed with relevant parties (Executive Leadership Team, Human Resources, etc.)
• Manage projects and work of the team as well as create team goals and individual goals in alignment with team and organizational goals, and conduct performance reviews
• Ensure the team is allocated accordingly based on experience, expertise, and interest while evaluating opportunities to provide additional support throughout the organization
• Ensure staff receive the necessary training
• Manage Help Desk performance and efficiency and make recommendations as appropriate for the improvement of process to result in increased customer satisfaction and resource efficiency while supporting the analysis, planning, implementation, and evaluation of relevant process improvement projects
• Ensure SLAs are met for all customer incidents, reporting on any major issues impacting our customers
• Communicate with individuals and project leaders to deliver the best solution for the process improvement projects
• Communicate and share information to relevant parties regarding the team (decisions, outcomes, accomplishments, performance, learnings, best practices, etc.)
• Advocate in the best interest of the team, our customers, and the organization as a whole
• Lead by example and be a role model of OCHIN’s values by exhibiting positive behavior to the rest of the team
• Manage team communications to ensure the team has necessary information and tools necessary
• Interview and make recommendations for hiring candidates

Requirements:

• BS in Computer Science, Information technology, or relevant experience preferred
• 
  5 years of Help Desk and Network Operations Experience required
• 
  Minimum of 1 year of experience in a supervisory or lead capacity required
• 2+ years experience working with Solarwinds NMS required (Solarwinds Certified Professional a huge plus)
• Experience working in a 24/7 environment required
• Flexible in scheduling to regularly include 1st, 2nd, and occasionally 3rd shift.
• 
  CCNA certification is a plus
• 
  Microsoft server Certification a plus (Current or Past)
• Health care background is preferred, but not required
• Strong understanding of broadband technologies and MPLS, VPN
• Understanding of BGP routing
• Experience with Cisco routers/switches/firewalls
• Scripting experience a plus
• Security+ certification a plus
• ITIL v3 or v4 Fundamentals certification is a plus

Work Location and Travel Requirements

OCHIN is a 100% remote organization. Work-from-home requirements are:

o Ability to work independently and efficiently from a home office environment

o High-Speed Internet Service

o It is a requirement that employees work in a distraction-free workplace

We offer a comprehensive range of benefits. See our website for details: https://ochin.org/employment-openings

Equal Opportunity Statement

OCHIN is proud to be an equal opportunity employer. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills for the benefit of our staff, our mission, and the communities we serve.

As an Equal Opportunity and Affirmative Action employer, OCHIN, Inc. does not discriminate on the basis of race, ethnicity, sex, gender identity, sexual orientation, religion, marital or civil union status, age, disability status, veteran status, or any other protected characteristics. All aspects of employment are based on merit, performance, and business needs.

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