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Banner of Integrated Resources, Inc company

Desktop Support Technician

Integrated Resources, Inc The Bronx, NY (Onsite) Full-Time
Justification: Due to the amount of work required to support end user devices and provide timely resolution to incidents and requests additional staffing is required. Provide improved support of vendor systems that require integration with the System's EITS Infrastructure and efficiently support the end user devices.
The workload exceeds the capacity of the current staff to maintain the existing incidents, service request, other projects and also deployment across multiple facilities in quick succession. Principal Duties: Establish and maintain relationship with the various vendors who have end user device systems installed throughout the System. Ensure that the vendors are performing their functions promptly, accurately and completing all required contractually support and maintenance tasks.
Develop an understanding of the various vendor managed and supported end user systems in use across the System.
Frequently monitors the progress of implementation, upgrades and maintenance of the Vendor. in which responsible for, reporting progress according to project control methods established by the department and acts to correct slippages in scheduled completion of project tasks.
Maintains strong liaison with vendors, management and other key personnel in hospitals or user departments of the System, and with appropriate consultants and contractors engaged by the System.
Request and assembles teams of systems analysts and other technical and professional personnel within the Information Systems Department to ensure the successful fulfillment of projects.
Work with the Manager of End User Innovations on the schedules and fully communicate deployment activities and status.
This position requires strong hands-on analytical skills to provide high-level technical services, design, implement and troubleshoot project related problems
Evaluate new hardware and software for compatibility with the existing configuration.
Troubleshoot and resolve issues with devices, with the ability to identify and proactively resolve ongoing device issues.
Consult 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
Coordinate device operating system upgrades, ensuring notifications are sent out about scheduled downtime required to complete the upgrades
Test upgrades and applications for end user device deployments leveraging service automation tools.
Required to travel to the various facilities within the five boroughs as needed.
Promptly escalate risk and blockers within the End User Innovations
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
Maintains, follows, and consistently demonstrates a general knowledge of Client guidelines, processes, practices, and procedures
Ensures that there is enough support to clients and provide friendly customer service to end-users and for the 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
May be required to work nights, weekends and holidays when needed. Minimum Qualifications: 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 Masters 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.
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Job Snapshot

Employee Type

Full-Time

Location

The Bronx, NY (Onsite)

Job Type

Skilled Labor - Trades

Experience

Not Specified

Date Posted

03/16/2024

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