Desktop Support Technician

Due to the amount of work required to support the enterprise, including auditing, maintaining the hardware and software standards, configuration, troubleshooting and process documentation, we need to augment the staff to meet auditing requirements and to ensure lost and stolen devices are being appropriately reported to hospital police.

The increased number of systems we support and manage, the devices added per facility to support patient communalization and other initiatives require additional support to ensure appropriate geographical support and reduce mean time to resolve issues.

Continuity of service and having staff to account for leave and ensuring knowledge transfer of skillset to maintain the high quality of work produced and balance the workload to skilled employees

Responsible for end user device support, auditing and reporting of lost and stolen EUI managed devices

General tasks and responsibilities will include :

Follow up on and report on offline EUI supported devices and ensure that they are not lost or stolen, if they are not found ensure the process to report and replace is followed

Obtain hospital police reports for Lost or Stolen devices prior to replacement

Perform onsite audits for equipment as part of the End User Device audit process

Track and report on devices that are pending appropriate documentation.

Follow up with department contacts, department heads and other persons responsible for equipment deployed to them to ensure they are physically present

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

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 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 Product, 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

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 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

The Desktop Support Technician will serve as front-line, level 1, IT support for the enterprise, which includes seven hospital networks and the corporate office.

Monitor and answer the Service Desk phone, e-mail message queues, and auto-triggered request queues during their assigned tour (I, II or III).

Provide support and customer service to users, promote and / or escalate problem, incident, and request action items. Provide real-time Service Desk coverage to meet and exceed service level requirements and end-user expectations.

General Tasks and Responsibilities Will Include :

Provide support of computer hardware, operating systems, networks, and applications

Install and configure computer desktops, laptops, printer, mobile devices and software.

Experience troubleshooting and resolving computer and network issues in a multi-office work environment

Participate in the implementation of new hardware and products to ensure the application meet the business requirements and the team is trained in their use

Excellent problem-solving skills

Strong communication skills

Hardware and Software troubleshooting

Customer service focused

Experience controlling IT inventory, assets and deployed software

Provide accurate and detail documentation of resolution in the Service Now Ticketing system

Desire to continually learn new technologies and products

Prior experience with ServiceNow ticketing system

Demonstrated experience diagnosing and resolving unique, nonrecurring problems associated with application software and operating systems;

determining the source of problems and detailing their level, priority and nature.

Manage level 1 and 1 1 / 2 service Incidents / requests from report to resolution

Provide support and services to users, seeking to resolve as many calls as possible at level 1 and 1 1 / 2

Provide customer with a single point of contact for Service Desk activities, for problems, incidents and request items

Contribute to the continuous process improvement of the Service Desk Area

Remain technically knowledgeable and current on all Service Desk tools in use in the Data Center such as ServiceNow performance monitoring tools

Receive, prioritize, document and actively resolve end user help requests

Triage requests to ensure accurate transfers and escalation, per service level agreements (SLA)

Track open tickets and monitor ticket progress per SLA, close ticket items when resolve

Follow escalation and paging procedures to ensure SLAs are being met

Provide support and services to users, seeking to resolve as many calls as possible at level 1 :

Provide support for issues related to password resets, MS Office, Windows, as well as some issues Provide customer with a single point of contact for Service Desk activities, for problems, incidents and request items

Provide a positive experience to clients through meeting and exceeding customer expectations, and engendering confidence that requests will be resolved

Participate in special projects as needed and perform other duties as assigned

Must be able to work independently as well as work as part of a fast-moving team

Must be able to work at various locations when necessary along with working various shifts.

Other Preferred Skills :

Excellent Customer Service experience

Knowledge and experience installing and configuring Windows 7 & 10 desktops in an enterprise environment

Excellent verbal and written communication skills

Experience in desktop support and wireless network technologies

Ability to work on multiple projects simultaneously

ITIL Certification a plus

Capable of lifting and installing equipment up to 50 lbs.

Equipment / Machines Operated :

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

Extensive experience supporting Microsoft Operating Systems and Office Suite

Experience supporting and setup of Droid, iOS, and other PDA devices

Experience supporting internal clients remotely via Remote Control tools such as WebEx and RDP

Experience imaging and deploying new and replacement laptop and desktop equipment

Educational Level :

A Baccalaureate Degree in relevant field from an accredited college or university;

and,

One year of experience in a business, government, hospital, educational institution or non-profit organization in analysis, development and implementation of systems, methods and procedures, management information development and data coordination.

Familiarity with EDP applications and data processing programs; or,

A Master s Degree in Management, Business Administration, Hospital Administration

Management, Public Administration, Accounting or relevant field from an accredited college or university; or,

A satisfactory combination of education, training and experience.

Years of Experience :

A Baccalaureate Degree in relevant field from an accredited college or university;

and,

One year of experience in a business, government, hospital, educational institution or non-profit organization in analysis, development and implementation of systems, methods and procedures, management information development and data coordination.

Familiarity with EDP applications and data processing programs.