Desktop Support Technician

Title: Desktop Support Technician

Location: Bronx, NY 10451

Duration: 6 Months

Job Description:

General tasks and responsibilities will include:

• 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 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

• 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:

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.

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.

• Familiarity with EDP applications and data processing programs.