Sr. Desktop Support Technician - NYC Health + Hospitals : Job Details

Empower Every New Yorker — Without Exception — to Live the Healthiest Life Possible

NYC Health + Hospitals is the largest public health care system in the United States. We provide essential outpatient, inpatient and home-based services to more than one million New Yorkers every year across the city's five boroughs. Our large health system consists of ambulatory centers, acute care centers, post-acute care/long-term care, rehabilitation programs, Home Care, and Correctional Health Services. Our diverse workforce is uniquely focused on empowering New Yorkers, without exception, to live the healthiest life possible.

At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons.

Job Summary

EITS Desktop Support Technician, Workplace Computing will maintain, analyze, troubleshoot, and repair computer systems, hardware and computer peripherals including AV equipment. Document, maintain, upgrade or replace hardware and software systems. Support and maintain user/computer account information including rights, security and systems groups. Also responsible for inventory control and support all conference room with new devices. Work on special projects specially move/relocation and add new locations all participating walkthrough will all parties to gather EITS needs.

General tasks and responsibilities will include:

• Day to day technical support and timely resolution of end-user's desktop related issues, incident tickets and optimal restoration solution
• Provide AV support in Conference room and Class room environments including Cisco VoIP phones
• Providing direct, over the phone or remote troubleshooting to end-users for desktop related issues
• Support all hardware and software Add, Change, Move, Install, Imaging, Upgrade of desktops, printers, scanners, devices, equipment and ensure optimal performance of the end-user workstations
• Ensures desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, application servers, and administrative systems to help minimize end-user's downtime
• Where and when restoration activities are beyond the scope of the Desktop Support Engineer, escalate issues/problems to proper tier 2, tier 3 support team members and vendors as the case may be
• Performs general preventative and remedial maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment. CONT.
• Performs work in compliance within specified warranty requirements and returns defective equipment/parts to maintenance inventory, document customer repairs, maintains and restocks assigned parts inventory
• Promptly analyzing incident tickets and end-user incoming call problems and support requests to determine restoration strategy and approach
• Facilitate end-user's desktop data and application restoration and recovery
• Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software
• Responsible for tracking hardware and software inventory
• Provide support for all Audio-Visual network equipment to all conference rooms and locations
• Familiarize and assist end-users on basic software, hardware and peripheral device operation and use
• Works with vendor support contacts to resolve technical issues within the desktop environment
• Arranging and preparing equipment for shipping/receiving and disposition
• Accurately and promptly record incident/issue and service request ticket work logs and service restoration activities in the incident management system with the date, time and restoration activities summaries
• Developing in-depth skills and technical knowledge of each system and sub-systems in current and new technologies
• Maintains adequate and industry awareness of knowledge of operating systems and application software used to provide a high level of support
• Maintains, follows and consistently demonstrates a general knowledge of WCG/EITS and NYCHHC guidelines, processes, practices and procedures
• Ensures that there is sufficient support to clients and provide friendly customer service to end-users and for local project implementations
• Manage EITS inventory and Assets
• Preparing and willing to do any other reasonable and lawful instruction/task on time and correctly
• Managing time efficiently, effectively, setting priorities appropriately, schedule calls, able to maintain professional demeanor under stress and operate within customer support standard operating procedures.
• Maintains proper grooming and adheres to attendance and timesheet policy standards

Minimum Qualifications

1. A Baccalaureate Degree in a relevant field from an accredited college or university; and,

2. Two years of experience in business, government, hospital, educational or a non-profit organization in analysis, development and implementation of systems and subsystems. Familiarity with EDP applications and data processing programs; or,

3. A Masters Degree in Management, Business Administration or approved related fields from an accredited college or university may be equated to a maximum of one year of related experience; or,

4. A satisfactory combination of education, training, and experience.

Department Preferences

Knowledge, Skills, Abilities and other Requirements:

• Active Directory and Group Policy
• EPO (McAfee) Endpoint Protection
• System Center Configuration Manager (SCCM)
• LRS VPSX Enterprise | LRS Output and Print Management
• EITS AV Systems Hardwires

Special Equipment/Machines Operated:

• General Office equipment (computer, scanner, printer, phones)

How To Apply

If you wish to apply for this position, please apply online by clicking the Apply for Job button.

If applying online, please include your cover letter in the same file attachment with your uploaded resume.

NYC Health and Hospitals offers a competitive benefits package that includes:

• Comprehensive Health Benefits for employees hired to work 20+ hrs. per week
• Retirement Savings and Pension Plans
• Loan Forgiveness Programs for eligible employees
• Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts
• College tuition discounts and professional development opportunities
• Multiple employee discounts programs

Note: Candidates selected for a position are required to come to NYC as part of their onboarding.