The Help Desk Technician Tier 1 (Tier 1) role is to serve as the initial point of contact between users and the Information Technology support staff. The Tier 1 resolves or dispatches issues to the appropriate team, and tracks these issues when necessary. The Tier 1 provides prompt, efficient, and courteous service to all callers and may require that the individual give in-person, hands-on help at the desktop level.

Essential responsibilities Include but are not limited to the following:

• In person, hands on training with Help Desk Manager
• Field incoming help requests from end users via telephone and e-mail in a courteous manner.
• Actively monitoring system alertsstatuses and appropriately actioning them
• Document all pertinent end user identification information, including name, department, office location, contact information, and nature of problem/issue, requests, and questions and enters that information into the Connect wise Helpdesk System in a clear and concise manner.
• Build rapport and elicit problem details from help desk customers.
• Prioritize and schedule problems. Escalate problems if more than 10 minutes is required to the appropriately experienced technician.
• Identify and learn appropriate software and hardware used and supported by the organization.
• In the Tarrytown Corporate office: perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Perform post-resolution follow-ups to help requests.
• Develop help sheets and frequently asked questions lists for end users.
• Resolve all level 1 issues which includes but is not limited to: adding/removing printers, unfreezing users, reporting copier issues to canon, and Microsoft office issues.
• Helps to keep IT rooms cleaned and organized when time permits
• Manage printer service and repairs
• Manage Active Directory on user level
• Create and modify NextGen user accounts
• Create and modify Phreesia user accounts
• Open tickets with service providers for sites with issues
• Contact hardware manufacturers to replace and repair broken hardware
• Complete tasks and projects assigned by supervisors on demand

Knowledge & Experience

• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation skills.

Personal Attributes

• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.

Schedule

• Position is a 9:30am-6:00pm shift with overtime possibilities at approval of Help Desk Manager
• Position requires sporadic Saturday Shifts and will be required to dispatch if necessary (Sat 8:00 - 1:00)
• Position may cover a night shift. This will only happen if the night shift technician is unavailable

Driver's License

• Own a valid driver's license and may be asked to use your own car to travel to offices if necessary. Reimbursed for travel.

Work Conditions

• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.

Other Duties

Please note this job description is not designed to cover or contain a completely comprehensive listing of activities, duties, or responsibilities that are required for this position. Duties, responsibilities, and activities may change at any time, with or without notice

About ENT and Allergy Associated, LLP (ENTA)

ENT and Allergy Associates LLP (ENTA) has more than 300 clinicians practicing in over 55 office locations in Westchester, Putnam, Orange, Dutchess, Rockland, Nassau and Suffolk counties, as well as New York City and northern/central New Jersey. The practice sees over 100,000 patients per month. Each ENTA clinical location provides access to a full complement of services, including General Adult and Pediatric ENT and Allergy, Voice and Swallowing, Advanced Sinus and Skull Base Surgery, Facial Plastics and Reconstructive Surgery, Disorders of the Inner Ear and Dizziness, Asthma, Clinical Immunology, Diagnostic Audiology, Hearing Aid dispensing, Sleep and CT Services. ENTA has clinical alliances with Mount Sinai Hospital, Montefiore Medical Center, Northwell Health, Cooperman Barnabas Medical Center and a partnership with the American Cancer Society.