Careers At Legacy Community Health Services

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Desktop Support Lead

Department: IT Admin
Location: Houston, TX

Legacy Community Health is a premium, Federally Qualified Health Center (FQHC) that provides comprehensive care to community members regardless of their ability to pay. Our goal is to treat the entire patient while improving their overall wellness and quality of life, in addition to providing free pregnancy tests, HIV/AIDS screening. At Legacy, we empower patients to lead better lives by promoting healthy behaviors and offering resources such as literacy classes, family planning services, and nutrition and weight management information.


Our roots began in 1981 as the Montrose Clinic, with specialization in HIV education, testing, and treatment. Since then, the agency has expanded to 10 clinics in Houston, one in Baytown, two in Beaumont, and one in Deer Park with extensive services that include: Adult primary care, HIV/AIDS care, pediatrics, OB/GYN and maternity, dental, vision and behavioral health. We also service students within KIPP and YES Prep schools. Legacy is committed to driving healthy change in our communities.

Job Description

The Desktop Support Lead will oversee day-to-day operations of the IT Support Services team and will provide advice, guidance, and timely problem resolution for clients. This position also focuses on IT Support Services projects and ensuring the team is meeting deadlines while keeping productivity high. A client focused, service excellence delivery orientation is critical to success in this role  

Essential Functions

Team Leadership & Management

  • Leads and develops a team of professionals to ensure IT hardware, system, and software knowledge is always improving. This includes overseeing all day-to-day aspects of the desktop team
  • Proactively works to promote a positive and customer service-focused team culture within the team
  • Coaches and encourages team members to always self-improve and enhance their skills which directly benefits the team and the organization
  • Ensures projects are being completed successfully and within the given deadlines
  • Recommends workflows and process improvements to the Director – IT Support Services
  • Collaborates with the Director – IT Support Services & Helpdesk Support II to plan and scope upcoming projects

Support Services & Delivery

  • Monitors all ServiceNow tickets within the Support Services team to ensure Service Level Agreements (SLA’s) are being met, intervening where necessary
  • Provides technical guidance to Support Services team on any given issue that requires tier 3 handling
  • Handles technical and customer service related escalations
  • Manages testing of new hardware/system/software and develops roll-out plans
  • Takes charge of technically advanced and complex issues and provides suitable solutions
  • Produces ad hoc reports as needed
  • Seeks opportunities for enhancing desktop support services through collaboration with IT colleagues and other stakeholders to maximize efficiency, leverage collective knowledge, and deliver integrated client services
  • Reviews Support Services tickets to perform quality checks and make recommendations that lead to continuous improvement
  • Other duties as assigned

Education & Training Experience

  • Minimum High School Diploma or GED, required
  • Four (4) years of desktop support experience, required
  • Four (4) years of Active Directory experience, required

Work Experience Requirments 

  • Must be able to communicate effectively with staff, community and the general public
  • Must be able to perform duties and responsibilities with or without reasonable accommodation
  • Ability to remain calm under stressful conditions
  • Excellent written and verbal communication skills required
  • Ability to manage multiple tasks and deadlines in a fast-paced environment
  • Must pass criminal background check
  • Associate’s Degree in Information Systems or related field, preferred
  • Five (5) years’ experience, preferred
  • Independent, self-starting, team player with a positive attitude

Benefits

  • 9 Holiday + 1 Floating Holiday
  • PTO
  • 403b Retirement Plan
  • Medical / Vision / Dental (if eligible)

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