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

Under the direction of the Director or Manager of End User Innovations (EUI), the EITS EUI IT Technician, Jr. is responsible for end user device support, ensuring configuration standards are met in alignment with of New York City Health + Hospitals mission critical goal of providing service excellence in patient care.

Duties & Responsibilities

• Have an understanding and use of client devices system management tools, utilizing Jamf, Apple Business Manager, Device Automation, Jamf Connect, Workspace One along with aptitude for process improvements and automation.
• Troubleshoot and resolve client OSs; Windows, Linux, Chrome, macOS, iOS, iPadOS devices, sleds and peripherals, with the ability to identify and proactively resolve ongoing device issues
• Check devices to ensure operating system upgrades
• Provide reports on accounts per facility in use for applications supported and licenses assigned
• Test upgrades and applications for end user device deployments leveraging service automation tools.
• Assist with consulting with device and application engineers to test solutions for desktop and device application solutions, including configuration management, repairs, maintenance, or operations of the New York City Health + Hospitals end-user devices
• Promptly analyzing incident tickets; end-user incoming call problems; and support requests to determine restoration strategy and approach
• Providing direct, over the phone or remote troubleshooting of end-user devices and coordinate with local technical staff as appropriate to resolve issues in a timely fashion.
• Required to travel to the various facilities within the five boroughs to provide onsite support and proactive maintenance as needed
• Where and when restoration activities are beyond the scope, escalate within the End User Innovations team to have the issue resolved
• Use diagnostic tools to troubleshoot problems associated with network connectivity; workstation hardware or software and applications; leveraging tools capabilities and methodologies to load, copy and customize operating system configurations
• Performs general preventative and remedial maintenance tasks on end user devices and any other authorized peripheral equipment.
• Performs walkthroughs of the facilities to validate and physically verify the location of supported equipment
• Primarily provide onsite support at Manhattan locations along with proving secondary support at all other facilities. Subject to change to meet the System wide support requirements
• Performs work in compliance within specified warranty requirements and returns defective equipment or parts to maintenance inventory, document customer repairs, maintains and restocks assigned parts inventory
• Accurately and promptly record incidents and service request ticket work logs and service restoration activities in the incident management system with the date, time and restoration activities summaries
• Maintains, follows, and consistently demonstrates a general knowledge of EITS and New York City Health + Hospitals guidelines, processes, practices, and procedures
• Ensures that there is enough support to clients and provide friendly customer service to end-users and for local project implementations
• Prepared and willing to do any other reasonable instruction or task on time and correctly
• Managing time efficiently, effectively, set priorities appropriately, schedule calls, able to maintain professional demeanor under stress and operates within the standard operating procedures
• Adhering to attendance and timesheet policy standards

Minimum Qualifications
1. Graduation from a senior High School or evidence of having passes an examination for a High School equivalency diploma and four years of satisfactory full-time paid experience within a computer environment, at least one year of which shall have been in a supervisory capacity; or
2. Education and/or experience equivalent to 1 above.

Department Preferences

Certification(S)/NYS Licenses/Education:

• Jamf Certified (eg. 100, Associate)
• Any technical Certification, e.g. CompTIA, A+, Network +, Microsoft, Cisco, Apple)

Knowledge, Skills, Abilities and other Requirements:

• General knowledge of computer and communication capabilities
• Client Operating Systems (iOS, iPad OS, macOS, Windows etc.)
• Client device management (Jamf, Workspace One, Profile Manager, etc.
• General troubleshooting
• Apple hardware and software
• Willingness to travel to the various facilities within the five boroughs
• Occasional weekend and alternative work schedule

Years of Experience:

• At least one year of related work experience or a satisfactory combination of education, training, and experience.

Equipment/Machines Operated:

• Computer
• Cell Phone

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.