IT Support Specialist II - Service Desk

Weill Cornell Medicine • New York, NY

38d • $37 - $41 • Remote

About The Position

Reporting to the Service Desk Supervisor, provides support for all incidents and requests, ensuring that they are resolved according to service level agreements, properly escalates tickets when necessary and monitors phone and ticket queues to ensure best customer experience. Follows direction of Service Desk Supervisor, Support Services Manager and other leadership in ITS to achieve the mission of the Service Desk.

Requirements

• High School or Equivalency diploma required. Associate's degree in related field preferred. Bachelor's degree in Computer Science highly preferred. Significant relevant experience can be substituted for formal education.
• IT Support experience and knowhow - Minimum of Four Years of Phone support of desktops and laptops running MacOS and Windows and experience with mobile device support. Prior Level 2 or higher level support experience highly desired.
• Must be proficient in troubleshooting Apple and Windows computers, smartphones, tablets, and printers.
• Ability to plan and prioritize work while responding to rapidly changing priorities.
• Must possess excellent customer service and communication skills, both written and verbal.
• Detailed oriented and has the ability to work on multiple projects, prioritize and meet deadlines.
• Must be able to prioritize work and manage time efficiently.
• Team player; enjoys working collaboratively as part of a team as well as working independently to produce results.
• Willingness to learn new systems and skills.
• Ability to define technical issues/obstacles, collect data, establish fact, and draw valid conclusions.
• Complies with Institutional, ITS and Service Desk policies and procedures and fosters this compliance in more junior staff.
• Has a continuous desire to improve themselves and the team and accepts constructive criticism well.

Nice To Haves

• Experience with Service Now for incident, problem, and task management is preferred.
• Previous hospital or medical IT Experience a plus.
• ITIL Foundations Certified a plus.

Responsibilities

• Handles calls, chats, and emails as assigned while adhering to the schedule set out by the Service Desk Supervisor and/or Support Services Manager.
• Manages all assigned work using ticketing system. Logs all activities and case updates in a timely and detailed manner.
• Creates and maintains accurate asset records for all devices worked on. Updates and manages IP address assignments in database.
• Provides clear ownership and resolution of incidents logged by the team to agreed SLA's and KPI's.
• Gains extensive familiarity with departmental and organizational policies, processes, departmental structure and leadership.
• Identify root causes of problems and provides feedback to improve Service Operations processes and technologies. Contributes heavily to the Knowledge Base, adding and editing articles.
• Oversees the prioritization of tickets, ticket and ACD queue management, scheduling and resource planning to ensure service levels are met.
• Oversees, assists, and helps coach and train level one technicians in all Service Desk processes and procedures.
• Takes weekly turns handling Major Incident Communications.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Educational Services
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees