We have an exciting opportunity to join our team as an Epic Desktop Support Technician.
This position acts as a seasoned professional providing advanced expertise in a complex professional discipline. This position provides and maintains a reliable technical infrastructure to effectively serve the customer community. This may include running, maintaining, and troubleshooting systems, servers, networks, and/or desktop environments; responding promptly and effectively to customer problems; directly resolving the problems or escalating to the appropriate resource and monitoring its effective resolution. Works independently with limited work direction. Work is reviewed periodically and on an exception basis.
Mentors less-experienced staff with responsibility for their technical development. Participates in budget and resource planning. Represent manager/team in meetings and project planning as needed and may perform backup administrative tasks.
Responsible for resolving specified number of tickets per day. Responsible for resolving percentage of monthly tickets using remote support tools. Responsible for resolving percentage of monthly tickets at desktop site using mobile tools and devices. Responsible for publishing ticket updates to self-service interface in order to keep end-users apprised of the status of their request. Using established technology, is responsible for notifying all users of ticket ownership and contact information. Responsible for closing tickets in a timely manner while striving to reduce the mean time to resolve each issue.
Assist and participate in implementing and planning small projects or projects that are specific to the tech's assigned department. Involved in the installation and rollout of new and upgrade of existing software, hardware, systems, servers, networks, etc.. Participates in testing and evaluating new software, hardware, systems, servers, networks, etc. and implements prototypes. Develops specifications and designs technical systems; selects tools and methodologies for projects; commits to deliverables with customers and/or management and meets project deadlines.
Responsible for assisting with creation and maintenance of written documentation on problem solutions, tool configurations and end user documentation. Monitor the assigned desktop queue(s) in the Front Range ticket system. Log real time written journal entries documenting actions taken on all ticket requests. Close tickets within established service levels. Be compliant with all responsibilities and administrative tasks (Innotas, timely journal entries, use of standard email templates, etc.).
Responsible for the implementation, installation, maintenance and support of End User Infrastructure Support equipment, software and connectivity for PDAs, PCs Macintosh and Windows workstations, printers, LAN, AV, Video conferencing, telephone. Responsible to implement known solutions to software and hardware problems and perform basic troubleshooting in their area of expertise. Provide over-the-phone and on-site Tier 2 assistance to users: problem identification, instruction, and resolution of problems; escalate to Tier 3 when necessary. Perform diagnostic checks on desktop computers to maintain machine capabilities and freedom from viruses. Independently design technical solutions for modules of a project, or to resolve most problems and select appropriate work procedures or approaches to address technical challenges. Conducts complete diagnostics of most business problems; anticipates implementation obstacles.
Demonstrate an ability to communicate technical terms, MCIT policies, and difficult messages to end users in a service oriented fashion. Provide one-on-one instructions/training/guidance to end users and the help desk on use of hardware/software and standard procedures. Provide exemplary customer service across all levels of the organization; embrace a never-say-no attitude when addressing customer issues. Follow established guidelines and standards to communicate consistent messages aligned with other members of MCIT.
Must have a BA/BS degree or equivalent and 7 or more years of work experience in healthcare and/or education and equivalent experience in complex organizations.
Requires an in-depth knowledge of personal computing, MAC and Windows PC/Workstation based LAN systems, TCP/IP protocols, personal computing, End User Infrastructure Support management tools, client functions and applications (Active directory, Domains, PDA support, application troubleshooting, etc.).
Excellent consultative and communication skills, analytical ability, decisiveness, strong judgment, and the ability to work effectively with clients, IT management, staff and vendors.
Must have excellent interpersonal skills, and ability to understand the business and technical needs of the client as well as foster customer relationship building and deliver outstanding customer service.
Strong verbal and written communication skills; ability to communicate technical information to non-technical users; ability to work effectively with customers.
Should be able to work in a fast-paced environment, support multiple initiatives simultaneously, prioritize work to meet and or exceed established service levels and be dependable.
Strong time management, technical and analytical skills required.
Ability to think logically and creatively in problem solving.
Contributes individually with minimal supervision and as part of a team.
Working conditions/physical demands of bending and lifting weights up to 40 pounds.
Ability to work effectively with customers and other IT team members.
Qualified candidates must be able to effectively communicate with all levels of the organization.
NYU Langone Health provides its staff with far more than just a place to work. Rather, we are an institution you can be proud of, an institution where you'll feel good about devoting your time and your talents.
NYU Langone Health is an equal opportunity and affirmative action employer committed to diversity and inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration without regard to race, color, gender, gender identity or expression, sex, sexual orientation, transgender status, gender dysphoria, national origin, age, religion, disability, military and veteran status, marital or parental status, citizenship status, genetic information or any other factor which cannot lawfully be used as a basis for an employment decision.
NYU Langone Health is a world-class, patient-centered, integrated academic medical center, known for its excellence in clinical care, research, and education. Included in the 200+ locations throughout the New York area are five inpatient locations: Tisch Hospital, its flagship acute-care facility; Rusk Rehabilitation, ranked as one of the top 10 rehabilitation programs in the country; NYU Langone Orthopedic Hospital, a dedicated inpatient orthopedic hospital with all musculoskeletal specialties ranked top 10 in the country; Hassenfeld Children's Hospital at NYU Langone, a comprehensive pediatric hospital supporting a full array of children's health services; and NYU Langone Hospital—Brooklyn, a full-service teaching hospital and level 1 trauma center located in Sunset Park, Brooklyn. Also part of NYU Langone Health is the Laura and Isaac Perlmutter Cancer Center, a National Cancer Institute–designated cancer center, and NYU School of Medicine, which since 1841 has trained thousands of physicians and scientists who have helped to shape the course of medical history.