Desktop Support Technician

3 weeks ago

Washington, United States Compu-Vision Consulting Full time
Title: Desktop Support Technician
Location: Bronx, NY 10451
Duration: 6 Months

Job Description:

General tasks and responsibilities will include:
• Have an understanding and use of client devices system management tools, utilizing Jamf, Apple Business Manager, Device Automation, Jamf Connect, Workspace One along with aptitude for process improvements and automation.
• Troubleshoot and resolve client OSs; Windows, Linux, Chrome, macOS, iOS, iPadOS devices, sleds and peripherals, with the ability to identify and proactively resolve ongoing device issues
• Check devices to ensure operating system upgrades
• Test upgrades and applications for end user device deployments leveraging service automation tools.
• Assist with consulting with device and application engineers to test solutions for desktop and device application solutions, including configuration management, repairs, maintenance, or operations of the New York City Health + Hospitals end-user devices.
• Promptly analyzing incident tickets; end-user incoming call problems; and support requests to determine restoration strategy and approach
• Providing direct, over the phone or remote troubleshooting of end-user devices and coordinate with local technical staff as appropriate to resolve issues in a timely fashion.
• Required to travel to the various facilities within the five boroughs to provide onsite support and proactive maintenance as needed
• Where and when restoration activities are beyond the scope, escalate within the End User Innovations team to have the issue resolved
• Use diagnostic tools to troubleshoot problems associated with network connectivity; workstation hardware or software and applications; leveraging tools capabilities and methodologies to load, copy and customize operating system configurations
• Performs general preventative and remedial maintenance tasks on end user devices and any other authorized peripheral equipment.
• Performs walkthroughs of the facilities to validate and physically verify the location of supported equipment
• Performs work in compliance within specified warranty requirements and returns defective equipment or parts to maintenance inventory, document customer repairs, maintains and restocks assigned parts inventory
• Accurately and promptly record incidents and service request ticket work logs and service restoration activities in the incident management system with the date, time and restoration activities summaries
• Maintains, follows, and consistently demonstrates a general knowledge of EITS and New York City Health + Hospitals guidelines, processes, practices, and procedures
• Ensures that there is enough support to clients and provide friendly customer service to end-users and for local project implementations
• Prepared and willing to do any other reasonable instruction or task on time and correctly
• Managing time efficiently, effectively, set priorities appropriately, schedule calls, able to maintain professional demeanor under stress and operates within the standard operating procedures
• Adhering to attendance and timesheet policy standards

Minimum Qualifications:
The Desktop Support Technician will serve as front-line, level 1, IT support for the NYCHHC enterprise, which includes seven hospital networks and the corporate office. Monitor and answer the Service Desk phone, e-mail message queues, and auto-triggered request queues during their assigned tour (I, II or III). Provide support and customer service to users, promote and / or escalate problem, incident, and request action items. Provide real-time Service Desk coverage to meet and exceed service level requirements and end-user expectations.

Other Preferred Skills:
• Excellent Customer Service experience
• Knowledge and experience installing and configuring Windows 7 & 10 desktops in an enterprise environment
• Excellent verbal and written communication skills
• Experience in desktop support and wireless network technologies
• Ability to work on multiple projects simultaneously
• ITIL Certification a plus
• Capable of lifting and installing equipment up to 50 lbs.

Equipment/Machines Operated:
• General Office equipment (computer, scanner, printer, phones)
• Extensive experience supporting Microsoft Operating Systems and Office Suite
• Experience supporting and setup of Droid, iOS, and other PDA devices
• Experience supporting internal clients remotely via Remote Control tools such as WebEx and RDP
• Experience imaging and deploying new and replacement laptop and desktop equipment

Educational Level:
• A Baccalaureate Degree in relevant field from an accredited college or university;
and,
• One year of experience in a business, government, hospital, educational institution or non-profit organization in analysis, development and implementation of systems, methods and procedures, management information development and data coordination. Familiarity with EDP applications and data processing programs; or,
• A Master's Degree in Management, Business Administration, Hospital Administration
• Management, Public Administration, Accounting or relevant field from an accredited college or university; or,
• A satisfactory combination of education, training and experience.
• Familiarity with EDP applications and data processing programs.

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