Support Tech II

Hospital for Special Surgery•New York, NY

1d•$31 - $47

About The Position

In this position, you will be responsible for providing level II technical assistance and support to all users including C-level executive and clinical staff for the support of computer systems, hardware and software issues, iPhone, Mac, iPad, AV (Crestron) and various other technology support issues. Your role will be extremely instrumental in ensuring the IT needs of HSS are met by responding to queries, running diagnostic programs, isolating problems, determining, and implementing solutions. A successful candidate will always maintain desktop standards and security while quickly restoring service to users. Candidate should be able to research issue provide solutions, document best practices and standard operating procedure for consumption by the desktop team. Candidate will be expected to be reliable, punctual, flexible on hours and able to travel to other NYC locations, as necessary. Candidate will be expected to escalate issue to management and keep manager and director informed of high visibility issues. Successful candidate will be self-motivated, proactive, work to elevate the skills of the Desktop team. Candidate should have an associate degree or comparable work experience equivalent. 2-5 years’ experience preferred.

Requirements

High School diploma required, bachelor’s degree preferred
Minimum of 5 years’ experience supporting Windows OS, Windows 10, 11
3 + years supporting Apple devices, iPhone, iPad, Mac Laptops (computing devices)
Basic understanding of networking, 2FA, printing support local and network printing
3-5 years providing technical support in a customer facing role
3-5 years’ experience managing trouble tickets in an Incident Management System i.e. Service Now, Remedy, Cherwell, Ivanti Neurons for ITSM
3-5 years’ experience with MDM enrollment/troubleshooting
Familiar with patching and endpoint security compliance.

Responsibilities

Excellent customer service skill. This is a customer centric environment.
Process oriented- open tickets, track and trend issues
Attention to detail- ensure all issues and requests are completed to customer satisfaction.
White glove support and training
Excellent documentation skills. Create Exec “how to” documents, “as built” and white papers for support staff configurations: hardware, applications, home offices etc.
Excellent written and verbal communications skills
Follow through and follow up as well as managing up (keeping Director informed)
Monitor and respond quickly and effectively to user incidents and requests.
Provide technical assistance and support for incoming concerns and issues related to systems, software, remote access, and hardware.
Document internal procedures (e.g., How to’s)
Ask questions and listen to user to determine root cause of issues (RCA)
Work through the problem-solving process with customers, empowering them to do the same in the future.
Run diagnostic problems to resolve problems.
Report significant and recurring issues to Engineering support team and work collaboratively to automate fixes.
Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to user to ease in troubleshooting.
Expert level Microsoft support skills
Hardware support
Familiarity with remote session software to assist users
Mac support a plus
Engineering skills a plus