IT Support Specialist I

Weill Cornell Medical College • New York, NY

4d • $33 - $38 • Remote

About The Position

Under direct supervision, delivers first tier phone support while acting as first point of escalation for client and staff issues. This role monitors and prioritizes the Service Desk phone line, e-mail message queues and automated request queue to ensure that all incidents and requests are resolved according to service level agreements and properly escalated when necessary.

Requirements

• High School Diploma
• Approximately 2 years of phone support is required.
• Demonstrated experience with an IT Service Management ticketing system.
• Demonstrated experience supporting end-user services technology, including Windows and Mac OS desktop support, iOS and Android mobile device support and Exchange support.
• Demonstrated ability to troubleshoot Apple and Windows computers, smartphones, tablets and printers.
• Demonstrated knowledge of Citrix environment.

Nice To Haves

• Associate's degree is preferred.
• Prior experience working in a customer service environment, call center or desktop support role.
• Prior experience using ServiceNow is strongly preferred.

Responsibilities

• Resolves technical issues with operating systems, hardware, software and network connectivity.
• Escalates issues as needed.
• Answers end-user technology questions and provides general information regarding departmental computing policies and service agreements.
• Ensures metrics and service level agreements are upheld.
• Contributes to and helps maintain the Knowledge Base.
• May develop, maintain and/or disseminate departmental or functional specific policies and procedures. May also be responsible for maintaining a departmental standard operating procedures (SOP) manual if available.
• Uses a ticketing system to manage assigned cases.
• Logs all activities and case updates.
• Creates and maintains accurate asset records for all devices worked on.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED