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 Description

The Sr. Desktop Support Technician on the WCG desktop support desk will provide design, installation, maintenance and support service for the entire enterprise network. The successful candidate will be required to monitor technology trends and make recommendations on incorporating new technology into the company's existing platforms.

Duties & Responsibilities

• Point of contact for end-users assistance to receive technical support for desktops, printers, scanners, devices and equipment
• Responsible for day to day technical support and timely resolution of end-users desktop related issues, incident tickets and optimal restoration solution provided to end-users
• Providing direct, over the phone or remote troubleshooting of end-user desktop, equipment, application, device communication and connectivity issues in a timely fashion
• Imaging, Installing, diagnosing, repairing, maintaining, and upgrading desktop, devices, equipment, software applications and operating system
• Supporting 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
• Ensuring desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, application servers, and administrative systems to help minimize end-users downtime
• Where and when necessary perform restoration activities working with other teams access teams
• Escalates 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
• 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 support requests to determine restoration strategy and approach
• Facilitate end-users desktop data and application restoration and recovery
• Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software
• Responsible for assisting in tracking hardware and software inventory
• 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
• Provide accurate and detail documentation of resolution in the Service Now Ticketing system.
• 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
• Maintaining 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 team policy guidelines, processes and procedures
• Prepares 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
• Flexible to be able to support more than one (1) Facility
• Maintains proper grooming and adheres to attendance and timesheet policy standards
• Able to lift up to 50 lbs.

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:

• Network
• Knowledge and experience installing and configuring Windows 10 desktops in an enterprise environment
• Excellent problem-solving skills
• Audio/Visual experience
• Previous experience with ServiceNow Ticketing System
• Strong communication skills
• Customer service focused
• EPIC TDR

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.