Title: IT Helpdesk Supervisor

Location: Administrative Office – IT Department

City: Bellingham, WA

Position: Full time 40 hours/week, Monday through Friday schedule with rotating shifts, including 7:30 AM–4:30 PM, 8:00 AM–5:00 PM, and 8:30 AM–5:30 PM. The position includes participation in a rotating on-call schedule, non-exempt (hourly)

Compensation: The full wage scale is $28.34 - $39.69 per hour. Placement within the wage range is determined by a candidate’s relevant experience.

Benefits: At FCN, we offer a comprehensive benefits package designed to support your well-being and that of your family, with flexibility and quality care.

Health Benefits:

• Two Medical PPO plan options
• Flexible Dental coverage, including orthodontia for children and adults
• Employer-paid Vision coverage for employee and family members
• Expanded Employee Assistance Program (EAP) and mental health programs, including wellness and discounted gym memberships
• Flexible Spending Account (FSA), Healthcare and Dependent Care
• Health Savings Account (HSA) with an employer contribution of $1,500 (pro-rated based on enrollment eligibility)
• Health Reimbursement Account (HRA), up to $1,500 ($3,000 for family coverage)
• Employer-paid Life/AD&D insurance with optional supplemental additional coverage including a guaranteed issue amount with no health questionnaire
• Voluntary Accident and Hospital insurance plans with annual wellness benefits

*Eligibility for these benefits depends on your full-time or part-time status.

Time Off & Wellness:

• Paid Time Off (PTO), Paid Sick Leave (PSL), and Extended Illness Bank (EIB) to support your vacation, health, and personal needs
• PTO, PSL, and EIB accrue starting on your first day, and you can use paid time off after the applicable days of employment
• Full-time employees generally begin earning 18 days of PTO, increasing 33 days over time per our PTO policy. You can rollover unlimited PTO hours into the next year.
• PSL accrues at 1 hour per 40 hours worked
• EIB accrues up to 32 hours per year (pro-rated based on hours worked) for both part-time and full-time employees, with a maximum of 480 hours

Retirement:

• 401(k) plan with employer match, both Traditional and Roth options available
• 401(k) Profit Sharing Plan
• Free financial planning guidance to support your retirement goals

*Eligibility for these programs is based on your years of service and required hours.

Additional Benefits:

• Eligibility for FCN applicable bonuses

Position Summary

The Helpdesk Supervisor leads the helpdesk team in delivering responsive, high-quality technical support to clinical and administrative multiple clinical and administrative locations. This is a working supervisory role, and the incumbent is expected to perform all duties of a Systems Analyst and provide hands-on support, including handling helpdesk tasks and technical functions as needed.56 This role is responsible for supervising day-to-day operations of the helpdesk, ensuring timely resolution of IT issues, coaching and mentoring team members, and maintaining a high standard of customer service. The Supervisor will also participate in the on-call rotation schedule shared with other IT staff.

Essential Job Functions

• Supervise the daily operations of the IT Helpdesk, including ticket management, workload balancing, and performance monitoring.
• Provide technical guidance and support to team members for troubleshooting hardware, software, and network issues.
• Ensure adherence to service level agreements (SLAs) and escalate critical issues when appropriate.
• Maintain a customer service–focused culture and ensure courteous, timely, and effective communication with end users.
• Performs all duties of the Systems Analyst role as needed.
• Develop and deliver training and documentation to support end-user adoption of technology tools and systems.
• Monitor team performance metrics and provide coaching, feedback, and professional development.
• Collaborate with IT leadership to evaluate and improve support processes and systems.
• Participate in the IT on-call rotation to provide after-hours and weekend support, as needed.
• Maintain inventory of IT assets and ensure appropriate deployment, recovery, and lifecycle management.
• Support compliance with healthcare privacy and security regulations, including HIPAA and organizational policies.
• Other duties as assigned.

Knowledge, Skills & Abilities

• Strong understanding of Windows OS, Office 365, networking fundamentals, and ticketing systems.
• Excellent interpersonal and communication skills, with a proven ability to lead a team and resolve technical issues effectively.
• PC / Hardware Maintenance:
• Support Windows, Linux, Microsoft Office 365
• Effective customer service and interpersonal skills
• Ability to develop technical and interpersonal skills of IT staff
• Strong organizational and prioritization skills
• Knowledge of medical office operations
• Conflict resolution and employee relations skills
• Clear verbal and written communication with all levels of staff, patients, and groups
• Detailed-oriented ability to plan, organize, and prioritize work.
• Team-oriented and collaborative
• Maintains confidentiality and discretion
• Knowledge of HIPAA, cybersecurity best practices, and ITIL service management is a plus.
• Ability to travel between administrative and clinics within multiple counties as needed.
• Must be able to participate in after-hours on-call rotation

Education & Experience:

• High School Diploma, GED or equivalent knowledge and skills obtained through a combination of education, training, and experience. Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field; equivalent experience desirable.
• Minimum of 3 years of experience in an IT support/helpdesk role, with at least 1 year in a supervisory or lead capacity.
• Experience working in a healthcare environment is strongly preferred.

Physical Requirements: While performing the duties of this job, the employee is occasionally required to: stand; walk; sit; use hand to finger coordination, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance, stoop, kneel, crouch; talk or hear. The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required include: close vision, peripheral vision, depth perception and the ability to adjust and focus.

Immunization Requirements: Employees are required to meet immunization standards in accordance with federal, state, and organizational health and safety guidelines, as applicable to the role. A simple process is in place for employees to request exemptions for medical or religious reasons.

Family Care Network is a Drug-Free, Equal Opportunity Employer.