Dental IT Support Service Manager - School of Dental Medicine

JOB SUMMARY : The Dental Support Service Manager reports to the Institutional Director of Network Operations and is responsible for managing excellent customer service and technical support to students, faculty, staff and other visitors at the Institution.

This Manager is also responsible and makes decisions regarding the Axium system. In addition, daily responsibilities include operations of the Dental IT Help Desk, the Dental Clinic Information Systems, including the deployment of equipment, assisting in problem solving, infrastructure support, and vendor management.

This is a collaborative position responsible for partnering with Dental IT functional areas on a variety projects, and involves a combination of technical expertise and customer service while ensuring technical administration, maintenance, programming and repair of the PC, network, and AV equipment in the classrooms and IT equipment in the faculty and staff offices.

The Dental Support Service Manager is responsible to take the lead on, conceive and direct new instructional dental technology projects, be responsible for dental hardware and software installation, problem diagnosis, and troubleshooting in the classrooms and offices and dental clinics.

CHARACTERISTIC JOB TASKS AND RESPONSIBILITIES :

• Anticipates future network needs, and recommends proactive solutions to satisfy requirements;
• Manages the Axium and Dexis systems;
• Communicates with the Institutional Director of Network Operations and the IT Network Team as required to carry out position responsibilities;
• Works as the liaison to the Dental School Systems and Network Team to help support the server and client needs of the Dental School;
• Works as the Exan liaison for evaluating performance issues in Axium and DEXIS;
• Meets regularly with department heads to define and design usable, interactive reports using Axium info manager, Crystal Reports, to allow users to explore patterns in data collected for each department;
• Configures workstations for end users utilizing standard desktop configurations;
• Assists with the support of the telephony system (Mitel) including setting up new users, cabling patches, end user devices and other telephony tasks as directed;
• Oversees the management of corporate IT help desk activities and resolves escalated issues when necessary for a variety of campuses;
• Assists in the development and document the Institution’s Network Operations systems policies and procedures;
• Communicates effectively with internal clients to identify needs and evaluate alternative business solutions and strategies;
• Enforces standard Institution Network Operations and IT policies and procedures;
• Provides immediate problem resolution or escalation to appropriate level of support / management;
• Records actions taken and follow up on deferred actions;
• Provides training and technical assistance for users on A / V equipment, PC equipment, computer labs, and dental applications such as Axium and Dexis.
• This training can be arranged before the meeting or class or can take place the day of the meeting or class;
• Secures IT equipment after class or event has ended;
• Tests and performs general maintenance of all A / V equipment;
• Troubleshoots IT and A / V equipment problems in standard meeting rooms, IT rooms, computer labs, and faculty and staff offices;
• Arranges for repair or disposal of broken equipment and interfaces with IT vendors for repairs and new projects that cannot be handled within the Institution;
• Performs inventory of IT and A / V equipment and conducts quarterly preventative maintenance in all classrooms (standard, IT, and computer lab);
• Installs and configures standard hardware and software upgrades on faculty and staff PC’s, computer lab PC’s, meeting room PC’s, and laptops and dental clinic equipment;
• Creates active directory accounts for staff, faculty and guests;
• Answers Help Desk calls from Clinics and School and creates service tickets;
• Receives requests for software installation, assistance and support from end users, performs hardware and software installations and diagnostic procedures including the use of software utility programs to diagnose and troubleshoot problems;
• Communicates with the Network Operations Director and the IT Network Team as required to carry out position responsibilities;
• Evaluates Audio / Visual (A / V) refers to LCD projectors, desktop and laptop computers, overhead projectors, TV / VCR units, microphones, video conference equipment and any other media-related equipment used by faculty, students, or facilitators;
• Provides network and Information Technology Support;
• Manages end user support for on-site printing / copying / multifunction services;
• Manages end user support for mobile devices;
• Maintains a high level of knowledge and proficiency related to current as well as emerging information technology equipment and software;
• Maintains the asset inventory database to include all equipment at LECOM; and
• Accepts other duties needed / assigned for the Institution’s needs.

EEO / AA / M / F / Vets / Disabled

KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS :

• Expert experience in being able to join and disjoin computers from a Microsoft Windows Active Directory domain : Understanding of organizational units utilizing group policies;
• Add users to groups for appropriate permissions to network resources, file and print sharing;Terminal Services / Remote Desktop Services;
• Adding users to the appropriate group to access these services utilizing thin clients;
• Understanding of blacklisting and whitelisting of emails utilizing Spam filtering software;
• Understanding of basic network protocols and terminology such as VLAN’s and TCP / IP;
• Understanding of Microsoft Windows DHCP and DNS;
• Knowledge of remote PC control software such as Solar Winds Dame Ware;
• Knowledge and expertise in use of Enterprise Virus software;
• Demonstrated experience and proficient at adding memory and hard drive to laptops, PC’s and servers;
• Ability for reinstalling Windows Operating Systems for damaged or corrupted software;
• Proficiency at installing and setting up IP / network printers and integrating with LDAP for scan to email functionality;
• Knowledge of patient / student privacy ( HIPAA, FERPA etc.);
• Knowledge of proper OSHA and safety guidelines; Protect equipment (office / facility);
• Strong communications skills are essential as well as computer literacy (MS Office Suit Word, PowerPoint and Excel ) and accurate data entry skills;
• Excellent organizational skills;
• Must be accurate and attentive to detail;
• Must be trained on the Institutional Data System;
• Maintain an established work schedule with afterhours support as needed.
• Ability to provide off hours support for events such as Student Gala, Commencement, White Coat and ADEX Testing.
• Strong interpersonal and communications skills, including tact and diplomacy;
• Strong organizational and planning skills, including attention to detail and follow-through;
• Knowledge for assessing and prioritizing multiple tasks, projects, and demands;
• Awareness of the need for confidentiality of work related information and materials;
• Ability to Establish and maintain effective working relationships;
• Ability to be flexible to accept other duties needed / assigned for the Institution’s needs;
• The ability to work cooperatively and collegially with others, consistent with a workplace of dignity and respect and EEO rules and regulations;
• The ability to report to work as scheduled, ready to devote full attention and energy to the important work of LECOM; and
• The ability to accept work directives from managers and supervisors in a respectful and cooperative manner.

MINIMUM QUALIFICATIONS : Education and experience equivalent to : an associate’s or bachelor’s degree in Information Technology or related field with two to three (2-3) years’ experience required.

Expertise in Axium, DEXIS and Windows Active Directory / Terminal Services are required to ensure that systems are kept operational.