IT Support Supervisor chez Virginia Garcia Memorial Health Center

At Virginia Garcia Memorial Health Center, we honor all members of our community and acknowledge the dignity of each person we serve. Our purpose is to provide high quality, comprehensive primary health care to the communities of Washington and Yamhill counties with a special emphasis on migrant and seasonal farm workers and a view to removing barriers to health care. We strive to provide an environment that welcomes and values the people we employ and serve.

If you are unsure whether you meet all the required qualifications for this role but are interested and passionate about this potential position, we encourage you to apply.

Job Summary
The IT Support Supervisor leads the IT support functions for the organization and provides support, direction, supervision, and coaching to the IT Support staff. This position ensures high-quality technical support for employees with a strong focus on customer satisfaction, including assistance with hardware, software, network, and systems issues. The IT Support Supervisor performs the duties of an IT Support technician and substitutes for other team members as needed.

Essential Duties and Responsibilities
Supervision
•    Provide supervision, coaching, and performance management for IT Support staff.
•    Develop annual budget for IT Support operations and capital expenditures.
•    Conduct hiring process for open IT Support staff positions and exercise final hiring authority for IT Support staff.
•    Coordinate IT Support staff training (initial orientation and ongoing development).
•    Facilitate corrective and disciplinary actions; confer with HR on all employee disciplinary actions.
•    Foster a collaborative and inclusive team environment, encouraging professional growth and knowledge sharing among IT staff.
•    Monitor and analyze individual and team performance metrics to identify areas for improvement and implement targeted coaching or training.
•    Develop and maintain documentation for IT support processes, policies, procedures, and best practices to ensure consistency and compliance.
•    Coordinate scheduling and resource allocation to ensure adequate coverage for IT support across all locations and shifts.
•    Hold 1:1 meetings with each team member at least monthly.
•    Be present to team members and perform frequent check-ins.
•    Ensure appropriate, accurate, and timely management of employee timecards and time off requests.
•    Manage and address interpersonal dynamics and differences effectively.
•    Perform annual performance reviews and support staff development.

IT Support Leadership
•    Ensure high-quality end-user technical support to all employees.
•    Lead effective IT department tiered huddles and meetings.
•    Post weekly and monthly data to team whiteboards – be the team’s data expert.
•    Foster a culture of innovation, encouraging teams to identify areas where Artificial Intelligence (AI) can improve efficiency.
•    In collaboration with other leaders, promote and lead process improvement efforts through PDSA cycles, value stream mapping, and other lean methodologies.
•    Answer users’ inquiries regarding computer hardware, software, network, and systems operations to resolve problems.
•    Manage process and quality improvement projects for IT support.
•    Create short- and long-term strategic goals for IT support operations.
•    Work effectively with other project managers and maintain key stakeholder relationships.
•    Test implementation of new hardware, software, upgrades, and fixes to verify correct operations and detect errors.
•    Provide on-site or remote support for the successful implementation of new IT systems and applications.
•    Partner with the training team to ensure appropriate training is in place for new functionality and upgrade roll-outs; support the planning and facilitation of training sessions.
•    Provide direct support to facilitate the introduction, acceptance, integration, and optimal use of new IT systems and applications.
•    Conduct office automation feasibility studies, including workflow analysis, space design, and cost comparison analysis.
•    Collaborate with organization leadership and users to identify opportunities for efficiencies in operations, technical support, and improved outcomes.
•    Identify and troubleshoot IT issues as they occur, owning the problem and seeing it through to full resolution. Escalate issues that require additional assistance to vendors or higher-level support.
•    Work with vendors and advisory workgroups to optimize use of IT systems through implementation of new features and upgrades.
•    Prepare evaluations of AI tools, hardware and software and recommend purchases, improvements or upgrades.
•    Monitor and guide the integration of Artificial Intelligence (AI) tools into daily workflows. 
•    Perform other duties and projects as assigned.

HIPAA Requirements
The Information Technology Support Supervisor has access to PHI as part of their standard duties to maintain data and communication networks.  Applying the minimum necessary standard of HIPAA, the designated record sets to which this employee will have access include: all sections of the medical record, patient demographic information in the practice management system, and incoming records, reports, results, consultations, etc. The Information Technology Manager is required to read the content of these records only to the extent needed to accomplish the assigned task (e.g. reviewing an Excel file or troubleshooting a printing issue in Epic).  

Knowledge, Skills, and Abilities
•    Demonstrated ability to effectively lead teams.
•    Refined project management skills, including the ability to implement new programs and processes.
•    Demonstrated ability in troubleshooting and problem-solving in an IT setting.
•    Proficiency with Microsoft Oper, Office applications, and common enterprise IT systems.
•    Excellent customer service skills.
•    Demonstrated planning and organizational skills.
•    Excellent interpersonal, oral, non-verbal, and written communication skills.
•    Bilingual/bicultural proficiency (Spanish/English spoken and written) preferred.
•    High degree of confidentiality, integrity, and professionalism.
•    Commitment and alignment to the organization’s mission, vision, and values.

Education and Experience
•    Associate’s degree in a computer or IT-related field and three years of IT support experience required. Additional experience may substitute for education.
•    Supervisory experience strongly preferred.
•    Training and experience with enterprise IT systems is highly preferred.
•    Microsoft certifications (or equivalent training/experience) preferred.
•    Experience with Cisco routers and switches, Fortinet firewalls, Wireless systems, Cloud technologies and network architecture.
•    Experience with Artificial Intelligence (AI) tools in a healthcare environment preferred.
•    Experience with vendor management or vendor collaboration preferred.
•    Valid driver’s license, reliable transportation, safe driving record, and insurance coverage required.
Behavioral Competencies
•    Accountability: Role model the organization’s mission, vision, and shared values.
•    Customer-Focus: Listen to the voice of the customer and strive to delight them by exceeding their expectations.
•    Teamwork: If someone needs help, help them.
•    Initiative: Be innovative, apply fresh ideas, and continuously improve how you do your work.
•    Confidentiality: Maintain strict confidentiality and respect the privacy of others.
•    Ethical: Demonstrate integrity, honesty, and stewardship in all encounters at work.
•    Respect: Demonstrate consideration and appreciation for co-workers and clients.
•    Communication: Demonstrate the ability to convey thoughts and ideas as well as understand the perspective of others.

Physical Requirements
•    Sitting: 50%
•    Walking: 30%
•    Standing: 10%
•    Must be able to lift/carry up to 40 lbs (i.e., computer monitors, CPUs, printers, etc.)
•    Bend, reach, and stoop: 10%

Working Environment
•    Work in well-lighted and ventilated environments.
•    Requires travel to various locations and working flexible hours.
•    Potential exposure to hazardous materials (e.g., cleaning chemicals, electrical components).

Immunization:
Staff members must meet immunization requirements as stated in VGMHC’s immunization policy and state and federal guidelines.

Job descriptions represent a general outline of the essential and major job duties, functions and qualifications required. They cannot be all-inclusive and comprehensive due to the dynamic nature of work performed to accomplish VGMHC’s Mission.

VGMHC is an Equal Opportunity Employer. No person is unlawfully excluded from consideration for employment because of race, color, religious creed, national origin, ancestry, sex, age, veteran status, marital status, or physical challenges. The policy applies not only to recruitment and hiring practices, but also includes affirmative action in placement, promotion, transfer, rate of pay and termination.