Desktop Support Technician - Integrated Resources, Inc
Bronx, NY 10451
About the Job
| Provide support of computer hardware, operating systems, networks, and applications; Install and configure computer desktops, laptops, printer, mobile devices and software; Troubleshooting and resolving computer issues in a multi-office work environment |
| 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 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. 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. |
Source : Integrated Resources, Inc