Desktop Support Technician

3 weeks ago

Washington, United States Compu-Vision Consulting Full time
Title: Desktop Support Technician
Location: New York, NY 10004
Duration: 6 Months

Job Description:

Principal Duties:
• Mobile device procurement iPhone, iPad and Samsung devices
• Working with Telecom carriers during implementations and outages
• Perform monthly invoice analysis, validation, and payment approval on all land, long distance, data, and wireless invoices to ensure compliance with vendor contracts.
• Perform bimonthly mobile device audits to determine if we should select a more cost-effective plan, or need to update our mobile catalog, and communicate concerns to managers.
• Track and resolve billing disputes/discrepancies with various carriers, present escalation issues, status reports and findings to Director.
• Manage mobile phone recycle and inventory program.
• Manage paging systems and equipment (Beepers)
• Assist in facility's Send Word Now notifications and systems update.
• Research past due balances to ensure they are cleared in a timely manner, and ensure credits are received and applied.
• Maintain an accurate inventory of all telecom circuits, numbers, and equipment.
• Work directly with vendor to resolve claims in an accurate and timely manner.
• Assist in configuring and installing various CISCO IP Phone models on CUCM various versions.
• Day to Day maintenance Cisco Unified Contact Center
• Assist in configuring Agents IP Phones for extension mobility allowing access to the system from all available desktops and IP phones.
• Assist in configuring and installing various CISCO IP Phone models on CUCM various versions.
• Perform move adds and changes on Cisco Unity Connection
• Assist in configuring Agents IP Phones for extension mobility allowing access to the system from all available desktops and IP phones.
• Attend all Telecommunications and HHC training (VoIP, Media, Breakthrough, Computer training and Customer Service Training)
• Perform other duties as assigned.

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.

General Tasks and Responsibilities Will Include:
• Provide support of computer hardware, operating systems, networks, and applications
• Install and configure computer desktops, laptops, printer, mobile devices and software.
• Experience troubleshooting and resolving computer and network issues in a multi-office work environment
• Participate in the implementation of new hardware and products to ensure the application meet the business requirements and the team is trained in their use
• Excellent problem-solving skills
• Strong communication skills
• Hardware and Software troubleshooting
• Customer service focused
• Experience controlling IT inventory, assets and deployed software
• Provide accurate and detail documentation of resolution in the Service Now Ticketing system
• Desire to continually learn new technologies and products
• Prior experience with ServiceNow ticketing system
• Demonstrated experience diagnosing and resolving unique, nonrecurring problems associated with application software and operating systems; determining the source of problems and detailing their level, priority and nature.
• Manage level 1 and 1 1/2 service Incidents/requests from report to resolution
• Provide support and services to users, seeking to resolve as many calls as possible at level 1 and 1 1/2
• Provide customer with a single point of contact for Service Desk activities, for problems, incidents and request items
• Contribute to the continuous process improvement of the Service Desk Area
• Remain technically knowledgeable and current on all Service Desk tools in use in the Data Center such as ServiceNow performance monitoring tools
• Receive, prioritize, document and actively resolve end user help requests
• Triage requests to ensure accurate transfers and escalation, per service level agreements (SLA)
• Track open tickets and monitor ticket progress per SLA, close ticket items when resolve
• Follow escalation and paging procedures to ensure SLAs are being met
• Provide support and services to users, seeking to resolve as many calls as possible at level 1:
• Provide support for issues related to password resets, MS Office, Windows, as well as some issues Provide customer with a single point of contact for Service Desk activities, for problems, incidents and request items
• Provide a positive experience to clients through meeting and exceeding customer expectations, and engendering confidence that requests will be resolved
• Participate in special projects as needed and perform other duties as assigned
• Must be able to work independently as well as work as part of a fast-moving team
• Must be able to work at various locations when necessary along with working various shifts.

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.

Years of Experience:
• 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.

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