EITS Service Desk Analyst
About The Position
NYC Health + Hospitals is the largest public health care system in the United States. We provide essential outpatient, inpatient and home-based services to more than one million New Yorkers every year across the city's five boroughs. Our large health system consists of ambulatory centers, acute care centers, post-acute care/long-term care, rehabilitation programs, Home Care, and Correctional Health Services. Our diverse workforce is uniquely focused on empowering New Yorkers. At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons.
Requirements
- Master's degree from an accredited college or university in Management, Business Administration, Hospital Administration Management, Public Administration, Accounting, or related discipline, or,
- Bachelor's degree from an accredited college or university, and one (1) 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; or,
- A satisfactory combination of education, training and experience.
- Understanding of ServiceNow.
- Understanding of remote desktop tools (Bomgar).
- Basic Network Troubleshooting.
- Hardware and Software Troubleshooting.
- Customer Service and strong documentation skills.
- Ability to work independently and collaboratively within a fast-paced team environment.
Nice To Haves
- A minimum of Associate's degree in Information Technology or a closely related discipline, and three (3) years of service desk or technical support experience; or,
- Bachelor's Degree in Information Technology or a closely related discipline, and one (1) year of service desk or technical support experience.
Responsibilities
- Manages, documents, prioritizes, and actively resolves Level 1 and Level 2 IT related to Interactions, Incidents, Service Requests, Tasks / Catalogs, and Work Orders tickets from report to resolution.
- Triages tickets to ensure accurate transfers and escalation, per Service Level Agreements (SLA).
- Tracks, monitors and ensures ticket progress and closure per SLA, following escalation and paging procedures as required.
- Provides support and services to end-users, seeking to resolve as many calls as possible at Level 1 & Level 2 and for application-related issues and requests.
- Provides a positive experience to the end-users through meeting and exceeding expectations, and engendering confidence that requests will be resolved.
- Provides end-users with a single point of contact for all IT related issues or requests.
- Contributes to the ongoing improvement of the Service Desk processes and procedures.
- Maintains technical knowledge on all IT technologies.
- Performs duties that may be primarily remote, and may need to report to the office with a 48-hour notice for operational needs, and/or training purposes. Works flexibly across various locations and shifts as required by operational needs.
- Participates in special projects as needed and perform other related duties as assigned.
Benefits
- Comprehensive Health Benefits for employees hired to work 20+ hrs. per week
- Retirement Savings and Pension Plans
- Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts
- Loan Forgiveness Programs for eligible employees
- College tuition discounts and professional development opportunities
- College Savings Program Union Benefits for eligible titles
- Multiple employee discounts programs
- Commuter Benefits Programs
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Number of Employees
101-250 employees
