IT Service Desk Technician - Day Shift - Sunday and Monday Days Off

Stony Brook University•Stony Brook, NY

40d•$54,101 - $65,950•Onsite

About The Position

At Stony Brook Medicine, a IT Service Desk Technician provides timely and accurate Information Technology service and support to the Academic, Clinical Faculty, and Staff of Stony Brook Medicine. The IT Service Desk Technician also provides direct support to our clinical nursing areas for issues with the hardware, software and applications necessary for Patient Care. The selected candidate will be offered a temporary appointment. Temporary appointments ordinarily shall be given only when an employee's initial appointment in the University is made to a position vacated by a professional employee who is serving a probationary appointment pursuant to Title C, section 5, or Title D, section §6 of the SUNY Policies of the Board of Trustees. A temporary appointment is also appropriate whenever a position has been vacated by an employee on approved leave. A temporary appointment is one that may be terminated at any time.

Requirements

Associate's Degree in Information Technology or technical degree.
OR
Two to four years experience in a Help Desk, Service Desk or technical support environment.
Knowledge of PCs, peripherals, printers and their functions. Experience troubleshooting PCs in a network environment.
Must have excellent technical skills and troubleshooting knowledge of Windows based computers, printers, and mobile devices such as smartphones, tablets.
Excellent oral and written communication skills. Excellent customer service skills.
Work may require occasional physical activity such as moving equipment and the physical setup of equipment. This job operates in a professional office environment and routinely uses standard office equipment such as computers, phones, printers and fax machines.

Nice To Haves

Associate's Degree in Information Technology or technical degree.
Three to five years experience in a Help Desk, Service Desk or technical support environment.
Experience in a HealthCare environment supporting HealthCare clinical information technology services and applications.
Experience with printer support in a network environment.
Comp TIA A

Responsibilities

Answer Help Desk telephone calls, E-mails and other forms of customer contact received during shift in a prompt, courteous and professional manner. Provide first-level support for all hardware, software, applications, mobile device, account maintenance, customer education and service related requests. Collect all details pertaining to the issue or request and enter into the ITSM Ticket system to ensure timely and efficient Information Technology collaboration.
Provide first level troubleshooting and resolution of problems pertaining to organization's PCs, laptops/tablets, smartphones, mobile care carts and printers. Prioritize and troubleshoot problems reported during shift. Provide a resolution to problem whenever possible or escalate to the next level of support as necessary.
Monitor and ensure a high level of availability for the electronic patient care computer systems, interfaces and data center environment during shift. Follow established procedures to escalate problems to the appropriate system support group or vendor. Report problems to the appropriate Information Technology departments and follow established downtime procedures when necessary.
Ensure that all requests for mobile devices and cell phones and associated services received during shift are processed in a timely manner. Review the procedures and documentation to activate new mobile devices and cellphones.
Process weekly, monthly or on demand mainframe and ancillary systems operational jobs, including SunQuest Lab System.
Maintain excellent communication with co-workers, hardware and technical support personnel and management, including visiting customers or departments and reporting/escalating issues with supervisor or manager. Report changes to policy or procedures and submit updates to the Help Desk Knowledge Base system or SOP.