Senior Facility Desktop Support Technician

City of New York • New York, NY

4d • Onsite

About The Position

NYC Health + Hospitals is the largest public health care system in the United States. We provide essential outpatient, inpatient and home-based services to more than one million New Yorkers every year across the city's five boroughs. Our large health system consists of ambulatory centers, acute care centers, post-acute care/long-term care, rehabilitation programs, Home Care, and Correctional Health Services. Our diverse workforce is uniquely focused on empowering New Yorkers. At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons. Purpose of Functional Assignment: Senior Facility Desktop Support Technicians provide expert-level technical support and leadership, ensuring the stability and efficiency of the Information Technology (IT) infrastructure. This role is responsible for the comprehensive installation, maintenance, and troubleshooting of diverse IT equipment, including computers, scanners, label printers, medication carts, Workstations on Wheels (WOWs), and related peripherals. Additionally, collaborates with the IT Asset Manager on departmental asset management.

Requirements

• A baccalaureate degree from an accredited college or university and three (3) years of satisfactory, full‐time experience in mainframe computer, mid‐range computer, LAN or WAN computer environments, and/or local desktop support, one (1) year of which must have been in a supervisory capacity; or
• An associate degree or 60 semester credits from an accredited college or university and four (4) years of satisfactory, full‐time experience, including one (1) year of experience in a supervisory capacity, as described in ʺ1ʺ above; or
• A high school diploma or its educational equivalent and five (5) years of satisfactory, full‐time experience, including one (1) year of experience in a supervisory capacity, as described in ʺ1ʺ above; or
• Education and/or experience equivalent to ʺ1ʺ, ʺ2ʺ, or ʺ3ʺ above. Undergraduate college credit can be substituted for experience on the basis of thirty (30) semester credits, from an accredited college or university, for six (6) months of experience. However, all candidates must have at least a high school diploma or its educational equivalent and two (2) years of satisfactory, full‐time experience, including one (1) year of experience in a supervisory capacity, as described in ʺ1ʺ above.
• Extensive application support experience with Windows Operating System, Microsoft Office, and EPIC.
• Extensive knowledge of computer hardware, including PC, Laptop, tablet, and hand hell devices.
• Excellent technical knowledge of PC internal components.
• Working knowledge of a range of diagnostic utilities, including Microsoft Diagnostic tool.
• Experience with desktop and server operating systems, including Windows and Linux.
• Able to read and understand technical manuals, procedural documentation, and OEM guides.
• Experience with Help Desk ticketing systems (Service Now Preferred)
• Four years equivalent (corporate/hospital environment) work experience.

Nice To Haves

• Certification in ITIL, CompTIA A+ and/or
• Microsoft related certifications preferred.
• Familiarity with the advanced principles of ITIL, CompTIA A+, Six Sigma Lean Basics.
• Demonstrated experience in the management of a technical support team.
• Experience with any hospital system including but not limited to EPIC, Biomedical system, Laboratory System, etc. is a plus

Responsibilities

• Resolves complex hardware and software issues that escalate from junior technicians.
• Performs root cause analysis to prevent recurring problems.
• Troubleshoots network infrastructure related to desktop connectivity.
• Mentors and trains junior technicians.
• Develops and documents best practices and procedures.
• Leads small Information Technology (IT) projects and deployments.
• Manages and maintains desktop operating systems and software applications.
• Implements and enforces security policies and procedures.
• Manages user accounts and access permissions.
• Serves as the primary escalation point for complex technical issues.
• Communicates with vendors and other IT teams to resolve problems.
• Identifies and resolves potential issues before they impact users.
• Performs system performance monitoring and optimization.
• Contributes to the development of IT infrastructure improvements.
• Creates and maintains detailed technical documentation.
• Generates reports on support activities and system performance.
• Contributes to knowledge base articles.
• Participates in IT related projects, such as operating system roll outs, or hardware refreshes.
• Often provides support to executive level employees.
• Provides on-site technical support to users, addressing questions and issues related to audio visual (AV) systems for the network.
• Performs other duties as assigned or required.

Benefits

• Comprehensive Health Benefits for employees hired to work 20+ hrs. per week
• Retirement Savings and Pension Plans
• Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts
• Loan Forgiveness Programs for eligible employees
• College tuition discounts and professional development opportunities
• College Savings Program
• Union Benefits for eligible titles
• Multiple employee discounts programs
• Commuter Benefits Programs

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 101-250 employees