IT Help Desk Supervisor at Hoskinson Biotechnology

Gillette, Wyoming, United States -

Full Time

Start Date

Immediate

Expiry Date

20 Feb, 26

Salary

0.0

Posted On

22 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Problem-Solving, Troubleshooting, Analytical Skills, Interpersonal Skills, Communication Skills, Customer Focus, IT Service Management, Cybersecurity, Network Management, Asset Management, Documentation, Project Management, Technical Support, Systems Maintenance, Vendor Management

Industry

Hospitals and Health Care

Description

ABOUT HOSKINSON HEALTH & WELLNESS CLINIC Hoskinson Health & Wellness Clinic is a physician-led, team-based healthcare organization located in the beautiful community of Gillette, Wyoming. Founded with the goal of addressing long-standing gaps in the healthcare space, our mission is to help patients live better, healthier lives by offering comprehensive, coordinated care supported by a diverse team of specialists and clinical staff. We believe patients deserve more than a quick diagnosis—they deserve time, attention, education, and access to resources that empower lifelong health. To achieve this mission, we: * Integrate advanced and effective medical technology * Encourage strong collaboration among providers and support staff * Maintain lower patient volumes to ensure personalized, meaningful care * Incorporate regenerative and longevity principles into treatment plans and patient education JOB SUMMARY The IT Help Desk Supervisor oversees the daily operations of the IT support team, ensuring efficient and timely resolution of technical issues in both clinical and construction environments. This role includes supervising help desk staff, coordinating daily workloads, maintaining system functionality, enforcing IT policies, and promoting best practices in technology, security, and customer service. The Help Desk Supervisor ensures that IT services support organizational goals, regulatory requirements, and operational efficiency across all departments. ---------------------------------------- SUPERVISORY RESPONSIBILITIES * Supervise, lead, and mentor a team of 3–4 IT Help Desk employees. * Assign service tickets and daily tasks while monitoring performance and ensuring adherence to SLAs. * Provide coaching, support, and professional development opportunities. * Develop and implement IT support policies and procedures. * Conduct regular training to enhance team capabilities and knowledge. ---------------------------------------- DUTIES & RESPONSIBILITIES HELP DESK OPERATIONS * Oversee the help desk ticketing system to ensure accurate tracking, prioritization, and timely resolution of issues. * Respond to user inquiries through phone, email, in-person interactions, or remote support tools. * Create, update, and manage support tickets, ensuring documentation is complete and accurate. * Prioritize issues based on severity, impact, and operational needs. TECHNICAL SUPPORT * Provide hands-on support for hardware, software, network, and security-related issues. * Troubleshoot escalated IT problems affecting clinic and construction systems. * Guide users through technical procedures and provide step-by-step instructions when needed. * Diagnose and resolve issues involving operating systems, applications, devices, and networks. * Utilize remote desktop tools when onsite support is not feasible. SYSTEMS MAINTENANCE & SECURITY * Ensure timely deployment of system updates, patches, and software installations. * Collaborate with system administrators to maintain and improve network and systems infrastructure. * Enforce cybersecurity best practices and ensure compliance with data protection guidelines. * Ensure compliance with HIPAA standards in the clinic and IT security protocols in construction settings. * Oversee cloud services, on-premise servers, backup solutions, and security configurations. ASSET & VENDOR MANAGEMENT * Manage IT assets including procurement, inventory tracking, and lifecycle management. * Maintain equipment functionality and coordinate repairs, replacements, and upgrades. * Collaborate with vendors and third-party service providers to ensure optimal IT service delivery. COMMUNICATION & COORDINATION * Liaise with clinic and construction leadership to understand operational needs and IT priorities. * Communicate IT policies, updates, and initiatives clearly to staff. * Promote security awareness and IT best practices across the organization. * Gather and analyze user feedback to improve service quality and identify recurrent issues. DOCUMENTATION * Maintain accurate technical documentation, knowledge base articles, FAQs, and SOPs. * Report recurring system issues, performance metrics, and service bottlenecks to IT management. MISCELLANEOUS * Adhere to all department and organizational policies. * Perform other related duties as assigned. ---------------------------------------- EDUCATION / CERTIFICATIONS / LICENSES * Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience). * Relevant IT certifications preferred (e.g., CompTIA A+, Microsoft Certified IT Professional, Network+, or equivalent). * Additional certifications in cybersecurity, cloud administration, or IT service management are a plus. ---------------------------------------- EXPERIENCE * 3–5 years of IT support experience, including at least 2 years in a supervisory or lead technician role. * Strong knowledge of Windows, macOS, and mobile operating systems. * Experience with networking, cloud services, cybersecurity, and IT asset management. * Familiarity with industry-specific systems such as EHR platforms (clinical) and project management systems (construction) preferred. ---------------------------------------- REQUIRED SKILLS & ABILITIES * Strong leadership and team management capabilities. * Excellent problem-solving, troubleshooting, and analytical skills. * Strong interpersonal and communication skills, with the ability to explain technical concepts to non-technical users. * Customer-focused approach with patience, empathy, and professionalism. * Ability to manage multiple priorities in a fast-paced, multi-industry environment. * Proficiency with remote support tools and IT service management software. * Knowledge of security best practices, system administration, and hardware/software maintenance. * Willingness to stay current with emerging technologies and industry standards. * Organizational, documentation, and project management skills. BENEFITS * Health Insurance: 100% of premiums covered (medical, dental, vision, STD, LTD, life) * Supplemental Insurance: Optional hospital, cancer, accident, and voluntary life coverage * Retirement: Immediate eligibility with competitive company match * Paid Time Off: Generous PTO and sick leave * Professional Development: Financial assistance for approved training and continuing education

Responsibilities

The IT Help Desk Supervisor oversees the daily operations of the IT support team, ensuring efficient and timely resolution of technical issues. This role includes supervising help desk staff, coordinating daily workloads, and maintaining system functionality.