Desktop Support Technician

Position: Desktop Support technician
Location: Kings County Hospital, NY 11203
Duration: 6+ Months

Justification:

Due to the volume of incident tickets and the short timeframe required to resolve these issues as well as the numerous projects we are presently engaged in, including: E3 clinic activation, SOS panic alarm workstation renaming project, welcome kiosk deployment, palm vein scanner deployment, monkey pox testing area activation, credit card reader clean-up project etc. We need to augment our staff to enable us deliver on these projects considering the tight deadlines. Additionally, we started with 27 staff, but we are currently down to 24 staff as three members of our team left.

Principal Duties:

The Desktop Support Technician will serve as front-line, level 1, IT support for the NYCHHC 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