HelpDesk Technician

SUNY Downstate Medical Center•Lansing, MI

72d

About The Position

The Department of Information Services at SUNY Downstate Health Sciences University is seeking a full-time Lead Programmer Analyst / HelpDesk Technician. The Lead Programmer Analyst will work in the IT Customer Service Division to cover the call center at the IT Service Desk and assist in resolving user issues related to computing hardware and software over the phone or in person at the main campus or the satellite sites. This position is also responsible for training junior staff and plays supervisor roles from time to time. To meet professional obligations, this position may require effort beyond normal scheduled hours of work, as needed, to meet project deadlines and user work requisitions. At times the incumbent will be required to monitor the Network Management/Alerting systems and respond appropriately.

Requirements

Bachelor's Degree.
3+ years of IT experience.
Excellent customer service skills and experience working with end-users, especially technology customer Service/Help Desk experience.
Extensive experience with Microsoft Office 365, and conferencing platforms, such as Teams and Zoom.
Excellent interpersonal, written, communication, analytical and creative skills.
Excellent approach to information systems issues/problems.
Exceptional knowledge of computer hardware and Microsoft Windows environment.
Experience in application, particularly clinical application support.
Working knowledge of a range of diagnostic utilities.
Proactive attitude with the ability to efficiently work independently and as part of a team.
Ability to prioritize and execute tasks in a high-pressure environment.
Ability to present ideas in a user-friendly language to non-technical end users.
Ability to absorb and retain information quickly.
Or, a satisfactory equivalent combination of experience, education and training to the above.

Nice To Haves

Team lead/supervising experience preferred.
Experience in both Windows base PCs is required and Apple PC's preferred.

Responsibilities

Responsible for ensuring phone coverage in the IT Service Desk call center and properly triage customer requests coming via telephone, email and web-based systems.
The incumbent will be required to log and document all support calls in the current ticketing system, to provide resolution of user issues over the phone or in person. If necessary, escalate the issue to senior support staff in a timely manner.
Routinely check voice mail and Service Desk queue in the current ticketing system for outstanding end user requests.
Assist in troubleshooting user issues related to computing hardware and software and provide solutions on the phone or in person.
Initiate and coordinate timely repair of end user devices, including but not limited to, computers, printers, mobile devices as well as other peripherals, which might be covered by third party maintenance agreements.
The incumbent will contribute to the development of manuals and procedures to be published in the knowledge base. Using the training material, the incumbent will be responsible for training junior staff to adopt the working environment and technology.
Monitor and test fixes to ensure reported issues have been effectively resolved.
Provide ad-hoc IT-related quotations and ensure all standard hardware quotations are up to date.
When necessary, supervise other staff at helpdesk by assigning call center schedules and work orders.
Serve as liaison between users and technical teams for IT projects.
Work as the escalation contact for critical issues and requests from VP functional areas.
Research new technology and make suggestions to advance technology at Downstate.
Adhere to Customer Support Service Level Agreements and Operational Level Agreements within IT teams.
Ensure courteous, timely and effective resolution of end user issues.
Perform other job related duties and responsibilities as required and/or needed.