Tech Ii
4 weeks ago
**NYU Langone Health** is a world-class, patient-centered, integrated academic medical center, known for its excellence in clinical care, research, and education. It comprises more than 200 locations throughout the New York area, including five inpatient locations, a children's hospital, three emergency rooms and a level 1 trauma center. Also part of NYU Langone Health is the Laura and Isaac Perlmutter Cancer Center, a National Cancer Institute designated comprehensive cancer center, and NYU Grossman School of Medicine, which since 1841 has trained thousands of physicians and scientists who have helped to shape the course of medical history. At NYU Langone Health, equity, diversity, and inclusion are fundamental values. We strive to be a place where our exceptionally talented faculty, staff, and students of all identities can thrive. We embrace diversity, inclusion, and individual skills, ideas, and knowledge. _For more information, go to _nyulangone.org_, a_nd interact with us on _LinkedIn_, _Glassdoor_, _Indeed_,_ _Facebook_, _Twitter_, _YouTube_ and _Instagram_._
**Position Summary**:
We have an exciting opportunity to join our team as a Tech II.
**Responsibilities**:
- Performs additional duties as assigned.
- Technical Skills (End User Device administration/configuration/support/troubleshooting, Use of tools and utilities):a. 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.b. Responsible to implement known solutions to software and hardware problems and perform basic troubleshooting in their area of expertise.c. 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. d. Perform diagnostic checks on desktop computers to maintain machine capabilities and freedom from viruses.e. Analyzes a chain of events and chooses the appropriate approach or procedure to address a work task.
- Customer Service and Communication:a. Demonstrate an ability to communicate technical terms, MCIT policies, and difficult messages to end users in a service oriented fashion. b. Provide one-on-one instructions/training/guidance to end users and the help desk on use of hardware/software and standard procedures. c. Provide exemplary customer service across all levels of the organization; embrace a never-say-no attitude when addressing customer issues.d. Follow established guidelines and standards to communicate consistent messages aligned with other members of MCIT.
- Project Participation:a. Assist and participate in implementing and planning small projects or projects that are specific to the tech's assigned department.b. Involved in the installation, rollout, and/or upgrade of new software, hardware, systems, servers, networks, etc. c. Participates in testing and evaluating new software, hardware, systems, servers, networks, etc. and implements prototypes.
- ITSM Metrics:a. Responsible to resolve specified number of tickets per day.b. Responsible to resolve percentage of monthly tickets using remote support tools.c. Responsible to resolve percentage of monthly tickets at desktop site using mobile tools and devices.d. Responsible for publishing ticket updates to self-service interface in order to keep end-users apprised of the status of their request.e. Using established technology, technician is responsible for notifying all users of ticket ownership and contact information.f. Responsible to close tickets in a timely manner while striving to reduce the mean time to resolve each issue.
**Additional Position Specific Responsibilities**:
Must be able to lift >=40 pounds. Nights/weekends work required on rotational shift.
**Minimum Qualifications**:
To qualify you must have a BA/BS degree with 2 or more years of related experience.
NYU Langone Health provides its staff with far more than just a place to work. Rather, we are an institution you can be proud of, an institution where you'll feel good about devoting your time and your talents.
NYU Langone Health provides a salary range to comply with the New York state Law on Salary Transparency in Job Advertisements. The salary range for the role is $62,400.00 - $74,989.06 Annually. Actual salaries depend on a variety of factors, including experience, specialty, education, and hospital need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.
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