Technician I/Technology Management - Brooklyn

NYU Langone Health • New York, NY

8h • Onsite

About The Position

Developing IT professional applying expertise in one or more IT disciplines. Provides and maintains a reliable technical infrastructure to effectively serve the customer community. This may include running, maintaining and troubleshooting systems, servers, networks and/or desktop environments; responding promptly and effectively to customer problems; directly resolve the problems or escalate to the appropriate resource and monitor its effective resolution. Receives general direction, work in progress is reviewed routinely.

Requirements

• Bachelors degree or equivalent experience required
• Requires 0-1 years of relevant experience
• Qualified candidates must be able to effectively communicate with all levels of the organization.

Nice To Haves

• None

Responsibilities

• Resolve specified number of tickets per day.
• Resolve percentage of monthly tickets using remote support tools.
• Resolve percentage of monthly tickets at desktop site using mobile tools and devices.
• Publish ticket updates to self-service interface in order to keep end-users apprised of the status of their request.
• Using established technology, notify all users of ticket ownership and contact information.
• Close tickets in a timely manner while striving to reduce the mean time to resolve each issue.
• Demonstrate an ability to communicate technical terms, MCIT policies and difficult messages to end users in a service oriented fashion.
• Provide one-on-one instructions/training/guidance to end users and the help desk on use of hardware/software and standard procedures.
• Provide exemplary customer service across all levels of the organization; embrace a never-say-no attitude when addressing customer issues.
• Follow established guidelines and standards to communicate consistent messages aligned with other members of MCIT.
• Responsible for the implementation, installation, maintenance and support of End User Infrastructure Support equipment, software and connectivity for PDAs, PCs Macintosh and Windows workstations, printers, LAN, AV, Video conferencing, telephone.
• Implement known solutions to software and hardware problems and perform basic troubleshooting in their area of expertise.
• Provide over-the-phone and on-site Tier 2 assistance to users: problem identification, instruction, and resolution of problems; escalate to Tier 3 when necessary.
• Perform diagnostic checks on desktop computers to maintain machine capabilities and freedom from viruses.
• Analyzes a chain of events and chooses the appropriate approach or procedure to address a work task.
• Assist with creation and maintenance of written documentation on problem solutions, tool configurations and end user documentation.
• Monitor the assigned desktop queue(s) in the Front Range ticket system. Log real time written journal entries documenting actions taken on all ticket requests. Close tickets within established service levels.
• Be compliant with all responsibilities and administrative tasks: Innotas, timely journal entries, use of standard email templates, etc.
• Assist and participate in implementing and planning small projects or projects that are specific to the tech's assigned department.
• Be involved in the installation, rollout and/or upgrade of new software, hardware, systems, servers, networks, etc.
• Participate in testing and evaluating new software, hardware, systems, servers, networks, etc., and implement prototypes.
• Travel to practices may be required

Benefits

• financial security benefits
• generous time-off program
• employee resources groups for peer support
• holistic employee wellness program, which focuses on seven key areas of well-being: physical, mental, nutritional, sleep, social, financial, and preventive care

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees