THIS TITLE IS IN A CIVIL SERVICE COMPETITIVE CLASS THAT IS SUBJECT TO EXAMINATION. POSITION IS ONLY OPEN TO APPLICANTS WITH PERMANENT NYC CIVIL SERVICE STATUS AS CUSTOMER INFORMATION REPRESENTATIVE.

POSITION SUMMARY: The Office of School Health (OSH) is a joint Program of the Department of Education and the Department of Health and Mental Hygiene responsible for promoting the health of over one (1) million school children enrolled in approximately 1,800 public and non-public schools in the New York City. Services to students include case management of chronic health problems, preventive health screening, urgent care, medication administration, preventive counseling, health education, referral for care, and ensuring that ongoing effective treatment is provided. 

The ASHR (Automated Student Health Record System) Customer Support Supervisor is responsible to coordinate help desk efforts to support the programs within the Office of School Health.  This support may also require coordination with the field support unit.  The goal is to ensure quality client service support. The ASHR Customer Support Supervisor will supervise the help desk to ensure that quality standards are met in resolving issues and support is given in a timely manner. The help desk unit’s function is to provide support to OSH staff and provide assistance with change management involving application support, knowledge support, troubleshooting user accounts (both network and application) and helping staff to meet program mandates and initiatives that are technologically implemented. The majority of clients are school-based nursing staff; however all programs of OSH are supported, and include physicians directors, mental health social workers, and vision screening staff.

The ASHR Customer Support Supervisor will use our custom application system to track cases and special projects related to client service support.  In addition, this position will conduct research and consult with other Division of Instructional and Information Technology (DIIT) work groups in DOE and DOHMH to resolve inter-agency issues.  The ASHR Customer Support Supervisor will have operational duties related to customer support such as tracking special projects, initiating and tracking IT equipment deliveries, completion of technology rollout, or solution customizations to atypical users in resolving IT issues. Performs related work.

REPORTS TO:  Director, Management Information Systems

DIRECT REPORTS:  Computer Programmer Analyst L2 (DOHMH), Computer Associate Technical Support L1 (DOHMH), Computer Aide L2 (DOHMH), College Interns

KEY RELATIONSHIPS:  Works closely with the Director in establishing and carrying out the mission of the work unit; works closely with DIIT support groups and the client community in resolving issues that are inter-agency based.  Works with help desk team to follow best support service practices.

RESPONSIBILITIES

• Supervise the help desk and staff.
• Supervise caseloads and tickets of help desk team members.
• Assist help desk to achieve high performance and productivity with customer support.
• Assist with special projects involving operations; e.g., coordinating with vendors to ship PCs to medical rooms, monitoring initiatives such as pushing out certificates to PCs, tracking of PC deliveries to school medical rooms, gathering information for mass rollouts.
• Ensure that help desk staff are informed of change management and capable of assisting staff with change management.
• Identify issues that are not being resolved and intercede.
• Ensure that replacement PC equipment are sent to schools on a continuous interval.
• Coordinate with shipping vendor to deliver PCs and printers to schools and monitor process through completion of installation.
• Respond to complex technical inquiries; communicate solutions to complex technical inquiries to staff.
• Analyze tickets to determine the more common requests/problems received so that Frequently Asked Questions (FAQ’s) can be developed and shared with the user community.
• Make recommendations for enhancements to current operating procedures, with an awareness and understanding of policies within the work unit.
• Assist with training school-based staff in utilizing online support tools and applications.
• Inform MIS Director of issues encountered by the user community and develop support-based reports for strategic and managerial assessment.
• Assist as needed with application beta testing and compilation/tracking of associated results.
• Ensure that help desk unit is providing courteous professional assistance to user community.

QUALIFICATION REQUIREMENTS:

MINIMUM

 POSITION IS ONLY OPEN TO APPLICANTS WITH PERMANENT NYC CIVIL SERVICE STATUS AS CUSTOMER INFORMATION REPRESENTATIVE.

NOTE

In addition to meeting the minimum Qualification Requirements, individuals must have an additional two years of satisfactory full-time experience responding to inquiries in a customer service, help desk or public relations capacity, utilizing computers and information technology.

Plus

• Excellent verbal, listening, problem-solving, and coaching skills.
• Attention to detail and follow-through.
• Strong organizational and time management skills.

PREFERRED

• A bachelor’s degree; a bachelor’s degree in Information Technology or related field is highly preferred.
• Ability to supervise and coordinate staff in a customer service call center environment.
• Ability to make effective telephone assessments.
• Skills in end-user computer software applications, e.g., calendar, presentation, spreadsheet, word processing, database, Outlook 365, remote PC software.
• Experience using office equipment, including computers, fax machines, telephones, copiers, and scanners.
• Experience in analyzing and documenting workflow, process steps, procedures, and policies.
• Experience working in a team and a customer contact environment.

SALARY: $65,458+

(Internal candidates who are selected for this position and who currently hold comparable or less senior positions within the DOE will not make less than their current salary.) 

PLEASE INCLUDE A RESUME AND COVER LETTER WITH YOUR APPLICATION. 

APPLICATIONS WILL BE ACCEPTED THROUGH OCTOBER 29, 2019 UNTIL 3:00 P.M.

NOTE: THE FILLING OF ALL POSITIONS IS SUBJECT TO BUDGET AVAILABILITY AND/OR GRANT FUNDING. 

THIS POSITION IS OPEN TO QUALIFIED PERSONS WITH A DISABILITY WHO ARE ELIGIBLE FOR THE 55-A PROGRAM. PLEASE INDICATE IN YOUR COVER LETTER THAT YOU WOULD LIKE TO BE CONSIDERED FOR THE POSITION UNDER THE 55-A PROGRAM. 

AN EQUAL OPPORTUNITY EMPLOYER

It is the policy of the Department of Education of the City of New York to provide equal employment opportunities without regard to actual or perceived race, color, religion, creed, ethnicity, national origin, alienage, citizenship status, age, marital status, partnership status, disability, sexual orientation, gender (sex), military status, unemployment status, caregiver status, consumer credit history, prior record of arrest or conviction (except as permitted by law), predisposing genetic characteristics, or status as a victim of domestic violence, sexual offenses and stalking, and to maintain an environment free of harassment on any of the above-noted grounds, including sexual harassment or retaliation.  For more information, please refer to the DOE Non-Discrimination Policy.

Required Skills Required Experience

QUALIFICATIONS:

• Bachelor’s degree preferred or equivalent combination of education and work experience.
• Preferred 2 years of previous experience within Accounts Receivable environment.
• Working knowledge of Generally Accepted Accounting Principles.
• Excellent oral and written communications and interpersonal skills required.
• Demonstrated analytical and collaborative problem solving skills required.
• Previous system user experience in highly automated environment required. Highly skilled in use of Word, Excel, and Access desirable.  Strong PC skills required.
• AMISYS® experience desirable.
• Knowledge of Managed Care healthcare product models highly desirable.

ConnectiCare is an equal opportunity employer. M/F/D/V

ConnectiCare is a drug-free workplace.  Candidates are required to pass a drug test before beginning employment.