IT Technician (Tier 1) Supervisor (21610)

Cantex Continuing Care Network•Carrollton, TX

About The Position

The IT Technician (Tier 1) Supervisor oversees the Tier 1 Service Desk team and provides hands‑on technical support in a player–coach capacity. This role ensures high‑quality, timely IT support across all Cantex Continuing Care Network facilities, managing the Tier 1 ticket queue, monitoring SLA performance, maintaining documentation standards, and supporting daily healthcare IT operations. The Supervisor coaches and develops Tier 1 Technicians, coordinates facility‑based support needs, participates in the on‑call rotation, and escalates critical issues to IT Leadership. The IT Technician (Tier 1) Supervisor also supports new employee onboarding, system access workflows, and consistent service delivery across a multi‑facility healthcare environment.

Requirements

Associate or Bachelor’s degree in Information Technology, Computer Science, or related field preferred
3+ years of IT helpdesk or desktop support experience, with 1+ year in a lead or supervisory role preferred
Strong hands‑on experience with Windows 10/11, Active Directory, Azure AD, Office 365, and healthcare EMR systems
Proven ability to manage ticket queues, monitor performance metrics, and lead a service‑oriented support team
Excellent communication, problem‑solving, and customer service skills
Ability to work in a fast‑paced environment and prioritize competing demands
Experience with helpdesk ticketing platforms (ManageEngine preferred)
Professionalism, composure under pressure, and strong interpersonal skills
Ability to communicate in English via phone, in writing, and verbally with staff, residents’ families, and external parties.
Ability to travel between Cantex facilities as needed.
While performing duties, the employee is frequently required to stand and walk and occasionally required to sit, use hands or fingers to handle or feel, reach with hands and arms, talk, or hear.
The employee must occasionally lift and/or move up to 50 pounds.
Vision requirements include close, distance, peripheral, and depth perception, along with the ability to adjust focus.
Ability to use computers, phones, and related office technology for extended periods.

Responsibilities

Tier 1 Team Leadership & Supervision: Lead, coach, and mentor Tier 1 Technicians while serving as a player–coach handling service desk tickets. Conduct team meetings, training, workflow reviews, and monitor performance to support professional development.
Service Desk Operations: Manage the Tier 1 ticket queue, ensuring timely assignment, response, and resolution. Oversee SLA compliance, ticket volume, documentation quality, and customer satisfaction. Participate in the IT on‑call rotation.
Technical Support & Incident Resolution: Provide Tier 1 support for Windows 10/11, Active Directory, Azure AD, Office 365, EMR systems, and basic hardware/software issues. Handle account administration, password resets, system access setup, and workstation configuration. Troubleshoot printers, peripherals, and coordinate hardware repairs. Log all incidents and service requests in the ticketing system and coordinate onsite support needs.
Escalation Management: Escalate unresolved issues to IT Leadership with complete documentation and ensure Tier 1 staff follow escalation procedures.
Process, Documentation & Knowledge Management: Maintain knowledge base articles, SOPs, and troubleshooting guides. Ensure adherence to ITIL‑aligned service desk practices and align workflows with departmental standards.
Onboarding & Operational Support: Support new employee technology onboarding, including system access, workstation setup, and user guidance.
Performance Metrics & Service Quality: Monitor SLA performance, ticket trends, and service desk efficiency. Maintain high customer satisfaction and ensure accurate documentation. Provide coaching and training to strengthen team capabilities.