Desktop Support Technician
: Job Details :

Title: Desktop Support TechnicianLocation: Bronx, NY 10451Duration: 6 MonthsJob Description:General tasks and responsibilities will include:• Have an understanding and use of client devices system management tools, utilizing Jamf, Apple Business Manager, Device Automation, Jamf Connect, Workspace One along with aptitude for process improvements and automation.• Troubleshoot and resolve client OSs; Windows, Linux, Chrome, macOS, iOS, iPadOS devices, sleds and peripherals, with the ability to identify and proactively resolve ongoing device issues• Check devices to ensure operating system upgrades• Test upgrades and applications for end user device deployments leveraging service automation tools.• Assist with consulting with device and application engineers to test solutions for desktop and device application solutions, including configuration management, repairs, maintenance, or operations of the New York City Health + Hospitals end-user devices.• Promptly analyzing incident tickets; end-user incoming call problems; and support requests to determine restoration strategy and approach• Providing direct, over the phone or remote troubleshooting of end-user devices and coordinate with local technical staff as appropriate to resolve issues in a timely fashion.• Required to travel to the various facilities within the five boroughs to provide onsite support and proactive maintenance as needed• Where and when restoration activities are beyond the scope, escalate within the End User Innovations team to have the issue resolved• Use diagnostic tools to troubleshoot problems associated with network connectivity; workstation hardware or software and applications; leveraging tools capabilities and methodologies to load, copy and customize operating system configurations• Performs general preventative and remedial maintenance tasks on end user devices and any other authorized peripheral equipment.• Performs walkthroughs of the facilities to validate and physically verify the location of supported equipment• 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• Accurately and promptly record incidents and service request ticket work logs and service restoration activities in the incident management system with the date, time and restoration activities summaries• Maintains, follows, and consistently demonstrates a general knowledge of EITS and New York City Health + Hospitals guidelines, processes, practices, and procedures• Ensures that there is enough support to clients and provide friendly customer service to end-users and for local 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• Adhering to attendance and timesheet policy standardsMinimum Qualifications: 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.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 equipmentEducational 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.• Familiarity with EDP applications and data processing programs.