Service Desk Analyst

The Brooklyn Hospital Center • New York, NY

6d • Onsite

About The Position

The Service Desk Analyst provides support to all the computer end-users of The Brooklyn Hospital Center, including all of its remote sites. This role is responsible for end-to-end resolutions of issues that come through the ticketing system. The analyst will work and/or collaborate on information technology projects, and perform other various tasks needed to support the Hospital data center and/or network. This includes vendor support resolution, following the Hospital Service Level Agreements (SLA) and Information Technology Infrastructure Library (ITIL) practices.

Requirements

• Bachelor of Science / Bachelor of Arts Degree in an information technology related field or higher degree, OR a combination of relevant work experience and Certifications.
• Minimum of five (5) years of relevant/equivalent work experience.
• Valid New York State Driver's License.
• CISCO Certified Network Associate (CCNA) or higher, and/or VMware/Citrix (Server or End User Management track).
• Ability to work independently and/or as part of a team.
• Demonstrates the ability to troubleshoot using Information Technology Infrastructure Library (ITIL) methodology, as well as out-of-the-box thinking.
• Knowledge of the operating systems of Windows 7, Windows 10, Apple iPhone, Apple iPad, and/or Mac OSX.
• Advanced knowledge of Windows Server 2008R2/2012R2 with a focus on Windows Active Directory, Ubuntu Linux OS.
• Working knowledge of Cisco Networking Equipment, including, but not limited to Cisco Catalyst and Nexus switches, Cisco software solutions of Cisco Prime, Cisco Stealth watch, Cisco ISE, and/or Cisco AMP or equivalent software.
• Ability to understand VMware related products and/or Citrix related produces and/or Microsoft related productions that are both end user based and server-based solutions or hardware.
• Ability to learn new systems independently and/or part of training sessions and/or part of knowledge base articles provided by the Brooklyn Hospital Information Technology Department.
• Knowledge of ServiceNow platform or equivalent ITIL ticketing system use.
• Knowledge of remote support tools including by not limited to Bomgar, WebEx, and other equivalent tools that are authorized by the Brooklyn Hospital Information Technology department.
• Understanding of Cisco IP VoIP systems or equivalent IP VoIP based systems.
• Basic creation knowledge of PowerShell and batch file scripting.
• Excellent writing and oral skills in English.
• Ability to demonstrate, adheres to, and promotes The Brooklyn Hospital Center's Service Excellence Standards.

Responsibilities

• Provide support to all computer end-users of The Brooklyn Hospital Center and its remote sites.
• Responsible for end-to-end resolutions of issues using the ticketing system.
• Work and/or collaborate on information technology projects.
• Support the Hospital data center and/or network.
• Handle vendor support resolution.
• Follow Hospital Service Level Agreements (SLA) and Information Technology Infrastructure Library (ITIL) practices.
• Respond to network and server related incidents on a rotating schedule as an escalation point of contact.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level