Senior Facility Desktop Support Technician

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.

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.

Work Shifts

9 : 00 A.M - 5 : 00 P.M

Duties & Responsibilities

Purpose of Functional Assignment :

Senior Facility Desktop Support Technicians provide expert-level technical support and leadership, ensuring the stability and efficiency of the Information Technology (IT) infrastructure. This role is responsible for the comprehensive installation, maintenance, and troubleshooting of diverse IT equipment, including computers, scanners, label printers, medication carts, Workstations on Wheels (WOWs), and related peripherals. Additionally, collaborates with the IT Asset Manager on departmental asset management.

Examples of Typical Tasks :

1. Resolves complex hardware and software issues that escalate from junior technicians.

2. Performs root cause analysis to prevent recurring problems.

3. Troubleshoots network infrastructure related to desktop connectivity.

4. Mentors and trains junior technicians.

5. Develops and documents best practices and procedures.

6. Leads small Information Technology (IT) projects and deployments.

7. Manages and maintains desktop operating systems and software applications.

8. Implements and enforces security policies and procedures.

9. Manages user accounts and access permissions.

10. Serves as the primary escalation point for complex technical issues.

11. Communicates with vendors and other IT teams to resolve problems.

12. Identifies and resolves potential issues before they impact users.

13. Performs system performance monitoring and optimization.

14. Contributes to the development of IT infrastructure improvements.

15. Creates and maintains detailed technical documentation.

16. Generates reports on support activities and system performance.

17. Contributes to knowledge base articles.

18. Participates in IT related projects, such as operating system roll outs, or hardware refreshes.

19. Often provides support to executive level employees.

20. Provides on-site technical support to users, addressing questions and issues related to audio visual (AV) systems for the network.

21. Performs other duties as assigned or required.

Minimum Qualifications

1. A baccalaureate degree from an accredited college or university and three (3) years of satisfactory, full-time experience in mainframe computer, mid-range computer, LAN or WAN computer environments, and / or local desktop support, one (1) year of which must have been in a supervisory capacity; or

2. An associate degree or 60 semester credits from an accredited college or university and four (4) years of satisfactory, full-time experience, including one (1) year of experience in a supervisory capacity, as described in ʺ1ʺ above; or

3. A high school diploma or its educational equivalent and five (5) years of satisfactory, full-time experience, including one (1) year of experience in a supervisory capacity, as described in ʺ1ʺ above; or

4. Education and / or experience equivalent to ʺ1ʺ, ʺ2ʺ, or ʺ3ʺ above. Undergraduate college credit can be substituted for experience on the basis of thirty (30) semester credits, from an accredited college or university, for six (6) months of experience. However, all candidates must have at least a high school diploma or its educational equivalent and two (2) years of satisfactory, full-time experience, including one (1) year of experience in a supervisory capacity, as described in ʺ1ʺ above.

Department Preferences

Knowledge, Skills, Abilities and other Requirements :

• Strong problem-solving and analytical skills.
• Excellent communication and customer service skills.
• In-depth knowledge of operating systems, hardware, and software.
• AV experience a plus
• Knowledge of Windows 10 and 11
• Ability to work independently and as part of a team.
• Knowledge of networking systems.

Years of Experience :

Benefits

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

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

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