IT Help Desk (Tier 1) - Tarrytown

ENT and Allergy Associates•Tarrytown, NY

3d•Onsite

About The Position

ENT and Allergy Associates (ENTA), one of the nation’s largest ENT, Allergy, and Audiology medical practices, is seeking a full time IT Help Desk (Tier 1) in our Tarrytown Corporate office. This role involves providing hands-on IT support, managing user accounts, troubleshooting hardware and software issues, and ensuring the smooth operation of IT systems for end-users. The position offers in-person training and requires a strong customer service orientation.

Requirements

Exceptional written and oral communication skills.
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
Strong documentation skills.
Ability to absorb and retain information quickly.
Ability to present ideas in user-friendly language.
Highly self motivated and directed.
Keen attention to detail.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Exceptional customer service orientation.
Experience working in a team-oriented, collaborative environment.
Own a valid driver's license and may be asked to use your own car to travel to offices if necessary.

Nice To Haves

Sporadic Saturday Shifts may be required.
May be required to cover a night shift if the night shift technician is unavailable.
May be asked to use your own car to travel to offices if necessary.

Responsibilities

Field incoming help requests from end users via telephone and e-mail in a courteous manner.
Actively monitor system alerts/statuses and appropriately action them.
Document all pertinent end user identification information, including name, department, office location, contact information, and nature of problem/issue, requests, and questions and enters that information into the Connect wise Helpdesk System in a clear and concise manner.
Build rapport and elicit problem details from help desk customers.
Prioritize and schedule problems.
Escalate problems if more than 10 minutes is required to the appropriately experienced technician.
Identify and learn appropriate software and hardware used and supported by the organization.
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
Perform post-resolution follow-ups to help requests.
Develop help sheets and frequently asked questions lists for end users.
Resolve all level 1 issues which includes but is not limited to: adding/removing printers, unfreezing users, reporting copier issues to canon, and Microsoft office issues.
Help to keep IT rooms cleaned and organized when time permits.
Manage printer service and repairs.
Manage Active Directory on user level.
Create and modify NextGen user accounts.
Create and modify Phreesia user accounts.
Open tickets with service providers for sites with issues.
Contact hardware manufacturers to replace and repair broken hardware.
Complete tasks and projects assigned by supervisors on demand.