Desktop Support Technician

Title: Desktop Support Technician
Location: New York, NY 10029
Duration: 6 months

Job Description:

Hands on experience in architecture/design, implementation & administration of Telecom Unified Communications Systems.

• Mobile device procurement iPhone, iPad and Samsung devices

• Manage mobile phone recycle and inventory program.

• Manage paging systems and equipment (Beepers)

• Create and manage spreadsheets to track analyze and monitor trends /systems.

• Working with Telecom carriers during implementations and outages

• Perform monthly invoice analysis, validation, and payment approval on all land, long distance, data, and wireless invoices to ensure compliance with vendor contracts.

• Perform bimonthly mobile device audits to determine if we should select a more cost-effective plan, or need to update our mobile catalog, and communicate concerns to managers.

• Track and resolve billing disputes/discrepancies with various carriers, present escalation issues, status reports and findings to Director.

• Assist in facility's Emergency Notifications and systems update.

• Research past due balances to ensure they are cleared in a timely manner, and ensure credits are received and applied.

• Maintain an accurate inventory of all telecom circuits, numbers, and equipment.

• Work directly with vendor to resolve claims in an accurate and timely manner.

• Assist in configuring and installing various PBX/CISCO IP Phone models on CUCM various versions.

Minimum Qualification:
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.
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.