Helpdesk Technician

Wyckoff Heights Medical Center•, NY

21h•$27

About The Position

Provides tier 1 help desk support. Conducts preliminary triage of user reported problems. Use Service Now ticketing system to create Incidents & Requests as reported by the End Users by phone or emails. Ensuring all the relevant & necessary End User information is accurate. Ensuring the Tickets are analyzed and assigned accordingly to IT staff. Escalating tickets to IT Technicians/Analysts, teams & Managers as needed. Performs initial diagnostic evaluation of user issues to solve problems if possible. Providing verbal and/or written instruction & guidance to users as required. Image, configure, deploy, upgrade and troubleshoot all IT endpoint hardwares (Computers, laptops, printers, Scanners & others) and various softwares & applications. Resolve technical issues in person & remotely. Perform preventative maintenance on equipment and software patches. Update all Incidents and Requests using the Service Desk ticketing system within agreed SLA’s, include all relevant information related to troubleshooting and results. Troubleshoot basic LAN/WAN connection issues. Receive and respond to calls and/or tickets regarding technical issues and requests. Thoroughly document common issues/causes/solutions into the knowledgebase as well as the analysis required for resolution. Provide both oral and written status updates to management. Demonstrate an enthusiastic customer service-focused approach, partnering with business units in a positive, can-do manner. Other duties as assigned by management.

Requirements

High School diploma, an associate degree in IT, computer science, or equivalent technical certifications (e.g., CompTIA A+).
Previous experience in a technical support or help desk role required.
Proficiency in all Windows operating systems, Active Directory, MS Office Suite, and remote management tools in an enterprise/corporate environment required.
Must have experience in working with enterprise Ticket management system.
Technical knowledge of current networking protocols, operating systems, and standards.
Ability to organize, prioritize, and follow up independently.
In-depth knowledge of up to date IT support methodologies and principles.
Strong analytical and problem-solving skills with the ability to work in a fast-paced, deadline-driven environment.
Excellent troubleshooting, communication, and customer service skills.

Nice To Haves

Bachelor’s degree in Computer Science, Information Technology, or a related field required.
Experience using collaboration tools such as Microsoft Teams, and ZOOM preferred.
Healthcare IT background, preferred.
Experience supporting and maintaining Electronic Medical Records systems & other medical systems preferred.

Responsibilities

Provides tier 1 help desk support.
Conducts preliminary triage of user reported problems.
Use Service Now ticketing system to create Incidents & Requests as reported by the End Users by phone or emails.
Ensuring all the relevant & necessary End User information is accurate.
Ensuring the Tickets are analyzed and assigned accordingly to IT staff.
Escalating tickets to IT Technicians/Analysts, teams & Managers as needed.
Performs initial diagnostic evaluation of user issues to solve problems if possible.
Providing verbal and/or written instruction & guidance to users as required.
Image, configure, deploy, upgrade and troubleshoot all IT endpoint hardwares (Computers, laptops, printers, Scanners & others) and various softwares & applications.
Resolve technical issues in person & remotely.
Perform preventative maintenance on equipment and software patches.
Update all Incidents and Requests using the Service Desk ticketing system within agreed SLA’s, include all relevant information related to troubleshooting and results.
Troubleshoot basic LAN/WAN connection issues.
Receive and respond to calls and/or tickets regarding technical issues and requests.
Thoroughly document common issues/causes/solutions into the knowledgebase as well as the analysis required for resolution.
Provide both oral and written status updates to management.
Demonstrate an enthusiastic customer service-focused approach, partnering with business units in a positive, can-do manner.
Other duties as assigned by management.