Lead Support Engineer (Full Time)

Benefis Health System

  • Great Falls, MT
  • Permanent
  • Full-time
  • 1 month ago
Job Description:

Job Summary:

Leads team of IT Support Engineers to effectively install and update computer and device software and hardware components for end users and optimize the efficiency and effectiveness of computer devices. Coaches and trains staff to provide timely and effective evaluation of user device needs, including work environments and application access and requirements. He/she coordinates the movement of computers and related equipment, working with management to determine least intrusive and optimum change times. Develops project plans and work assignments for team members and ensures that end user device maintenance, upgrades, and implementation are effectively executed, including communication to affected areas. The Lead IT Support Engineer, working with vendors and ITS personnel, as well as users, recommends end user device solutions, and develops designs, plans, and budgets for most effective end user experience, including selection of devices and use of those devices. Prepares education programs and works to raise effectiveness of end users in use of various devices. Seeks means to automate and enhance user interaction with applications for improved efficiency and accuracy. Coaches and guides team to appropriately receive and document user requests and problems, and process each in a timely manner. Helps set objectives and services levels, and measures team performance against those SLAs. He/she guides the development of programs and processes to effectively orient users to optimum use of devices and end user tools and applications. The Lead IT Support Engineer actively engages in Change Control, and anticipates potential areas of user concern. He/she ensures effective communication and awareness of pending changes and timely follow up with end users to ensure quality performance and service. He/she guides the team to ensure proper configuration of devices, security of devices, and maintenance of device inventory. He/she takes a leadership role in incident management, assisting in communication to end user management and end users, as well as diagnosis and root cause analysis. Develops and executes plans for software updates to ensure compatibility and compliance with standards. Develops and provides information and instruction on end user interaction with technology. The Lead IT Support Engineer ensures the team performs daily operational tasks using consoles and peripheral equipment. He/she also ensures that routine maintenance is scheduled and executed on computer and peripheral equipment. He/she participates in department's continuous quality improvement (CQI) activities.




Able to configure and operate computers and peripheral equipment according to the operating manual; performs basic maintenance and trouble shooting.

Leads team to evaluate end user environment for appropriate network wiring and electrical connections and coordinates the movement and placement of computers and related equipment. Physically places equipment in desired locations with management authorization and advanced notice and planning with end users.

Prepares replacement schedules for retirement or reallocation of computer system components and end user devices. Ensures resources are prepared to, and complete scheduled replacements and updates.

Oversees the evaluation, recommendation, and installation of departmental and end user computer system solutions, and provides guidance and assistance with purchasing.

Leads team to provide exceptional service as they receive user requests and computer problems including personal computer and network hardware and software, e-mail, word processing, ancillary interfaces, mobile devices, mouse, printer etc., and facilitates prompt resolution to problems. Documents problems and findings in tracking system.

Coordinates with other ITS groups to ensure issues and requests and triaged appropriately and complex problems and requests are provided to appropriate personnel in a timely manner. Helps investigate and analyze potential impact to organization of reported issues. Determines root cause.

Develops and provides education to users on how to use specific computer functions and hardware, i.e., mobile device use, graphics, printing, general word processing.

Works to ensure smooth on-boarding of new users and transition of existing users, including placement and use of equipment, as well as education on end user applications, processes, and tools.

Confers with programmers, network and system administrators, as well as analysts to find solutions for computer problems. Documents resolution in knowledge base and educates other IT staff on problem resolution.

Organizes materials, par level parts, inventory, and maintains a neat and professional work environment. Provides timely and frequent management reports. Communicates clearly and appropriately to management, and provides alerts and escalation regarding any service performance issues effectively.

Maintains excellent working relationship within the department and with other departments. Represents IT to end users and BHS management in a professional and positive manner.

Develops guidelines and standards for user interaction, according to function (eg. Surgery versus Business Office). Sets the example for compassionate and competent service to customers.

When needed, ensures resources are available to provide direct support for the Service Desk.

Performs on call duty as required.

Performs other duties as requested.

Ensures equipment is configured according to Benefis standards and in a safe and secure manner.

Demonstrates the ability to deal with pressure to meet deadlines, to be accurate, and to handle constantly changing situations.

Demonstrates the ability to deal with a variety of people, deal with stressful situations, and handle conflict.

Professional Requirements:

Adheres to dress code.

Completes annual educational requirements.

Maintains regulatory requirements.

Wears identification while on duty.

Maintains confidentiality at all times.

Attends department staff meetings as required within the department.

Reports to work on time and as scheduled; completes work in designated time.

Represents the organization in a positive and professional manner.

Actively participates in performance improvement and continuous quality improvement (CQI) activities.

Coordinates efforts in meeting regulatory compliance, federal, state and local regulations and standards

Communicates and complies with the Benefis Health System Mission, Vision and Values as well as the focus statement of the department.

Complies with Benefis Health System Organization Policies and Procedures.

Complies with Health and Safety Standards and Guidelines.


Education/Experience Requirements:

High school graduate or equivalent and 4 years of computer hardware support experience required.

Minimum of 1 year hospital or medical information systems experience required.

Bachelor’s degree highly preferred.

Technical certification, or equivalent training and experience highly preferred.

Experience in hardware and software installation and customer education. Proven ability to configure, diagnose, and master use of user devices.

Familiar with current end user device technology and trends.

About Us:

Community Information

Great Falls has a city population of 60,000, with a draw of over 275,000 people in north central Montana. We experience mild winters and enjoy blue skies over 300 days per year. Great Falls is a wonderful and safe place to raise a family, with nationally ranked public schools and an average commute of under 12 minutes, making the quality of life in Great Falls unsurpassed in the Rocky Mountain West. Additionally, the Missouri River, a blue-ribbon fly-fishing destination, runs through the middle of town. Outdoor activities include camping, hiking, horseback riding, water and snow skiing, rock and ice climbing, boating, whitewater kayaking, off-road motorsports, upland bird and waterfowl hunting, and big-game hunting.

Benefis Health System

This is your opportunity to be part of an exceptional health system in a state that is well known for its beautiful four seasons and outdoor lifestyle. While enjoying the last best place, you’ll have the added benefit of having access to Benefis Health System, one of the state’s most modern and progressive healthcare facilities with 500+ beds and over 270 employed medical staff members representing more than 40 specialties. Our state-of-the-art facilities and cutting-edge technologies make Benefis an exceptional working environment.

Benefis Health System