Help Desk Tech II

6 days ago

Ithaca, United States Cayuga Health System Full time
Help Desk Tech II

Cayuga Health and its affiliates are the region's leading healthcare system and most trusted providers of integrated health services, empowering our people in our mission to equitably improve the well-being of the communities we serve. Our commitment to providing extraordinary healthcare begins with our team of extraordinary professionals who are continuously discovering clinical innovations and enhancing access to the most up-to-date facilities, equipment, technologies, and research protocols. Cayuga Health's commitment to our employees includes competitive compensation, comprehensive employee benefits programs, and the opportunity to explore and build a career in healthcare through our many professional development programs.

The Service Desk Level 2 is responsible for providing technical support working closely with the Service Desk Level 1, Operations and Engineering Teams to engineer, manage and maintain a desktop infrastructure along with troubleshooting and resolving desktop application, printer, and other peripheral-related issues at all levels.

Roles and Responsibilities:
  • Responds to Hospital staff and Service Desk Level 1 requests for assistance/information.
  • Resolves all incidents escalated from Level 1 support and involves other necessary teams as needed.
  • Ensures all PC's are in compliance with documented configuration, administrative, and security standards.
  • Manages, monitors, audits, & reports on enterprise workstations using a client management tool.
  • Initiate the purchasing process for hardware, software, printers, or other computer related equipment or peripherals as requested or needed for incidents.
  • Participate in projects, quality control and performance improvement initiatives as directed.
  • Attend regular team meetings.
  • Attend approved training and ensure desktop support skills/knowledge remain current.
  • Provide documentation and reporting as requested.
  • Be a team player and participate in team building.
  • Participates in on-call rotation and responds to on-call requests in a timely manner as defined by management.
Required Skills and Experience:
  • At least five years of desktop support or equivalent experience in relevant areas listed above.
  • Certifications/diplomas such as: MCSE, MCSA, MCP, Network +, A+ preferred (minimum of A+ required or obtainable.)
  • Must have a valid New York State Driver's License.
  • Extensive desktop support experience and technical knowledge of a Windows OS environment, including an ability to solve PC and printer hardware and OS issues.
  • Knowledge and experience in registry, permissions, drivers and software.
  • Automation of software application deployments.
  • Patching of desktops in an enterprise architecture.
  • Ability to analyze and troubleshoot windows installers.
  • Management of print servers.
  • Flexible schedule for migrations.
  • Work with vendors to analyze and troubleshoot solutions.
  • Provide and recommend solutions to senior management.
  • Good organizational and documentation skills.
  • Good verbal and written communication skills.
  • Ability to work independently and establish priorities, in a team environment.
  • Ability to handle multiple tasks at the same time while meeting stated, often short-term, deadlines.
  • Ability to mentor and share knowledge in the team environment.
Preferred Skills and Experience:
  • BS/BA or equivalent experience preferred.
  • Certifications/diplomas such as: MCSE, MCSA, MCP, Network +, A+ preferred (minimum of A+ required or obtainable.)
Physical Requirements:
  • Prolonged walking or standing, repeated stooping, squatting, stretching, climbing of ladders and periods of sitting. Requires eye-hand coordination in utilizing equipment and tools. Frequent lifting and carrying materials up to 50 pounds. Fine manual dexterity is necessary to repair or replace fine components. Ability to work under high stress conditions. Ability to work irregular hours upon request.
  • Updates Safety skills on an annual basis. Understands and complies with CH safety procedures, including codes and evacuation procedures. Updates CH skills as needed. Complies with CH/department standards pertaining to attendance. Understands and follows all universal blood and body fluid precautions. There is the possibility to be exposed to infectious diseases, medical preparations and other conditions common to a clinical setting.
Location and Travel Requirements:
  • Onsite
  • Works at multiple locations. Frequent exposure to mechanical and electrical hazards. Requires evening and weekend work upon request or when on call. Uses own vehicle to travel among the sites and to transport equipment. Provides 24-hour on-call support, 7 days a week.
Pay Range Disclosure:
  • $28.85 to $33.65 per hour

Cayuga Health System and its affiliates are committed to treating all patients, providers, staff and volunteers equitably and with dignity, ensuring the highest levels of safety, care and respect, and striving to recognize and overcome biases and policies that contribute to disparities in healthcare access, equitable care and positive health outcomes for all.

We are proud to be an Equal Employment Opportunity employer, supporting the growth and health of our employees and community by embracing the rich diversity, needs and circumstances of all peoples and prioritizing opportunities to build a diverse and inclusive workplace. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable protected characteristics.

If you require reasonable accommodation to complete a job application, pre-employment testing, a job interview or to otherwise participate in the hiring process, please contact the Cayuga Health Talent Acquisition team at .

I certify that the information contained in this application is correct and complete to the best of my knowledge. I understand that any falsification or omission of information may disqualify me from further consideration for employment or, if hired, may result in termination. In consideration for my employment, I agree to abide by the rules and regulations of the company, which rules may be changed, withdrawn, added, or interpreted at any time, at the company's sole option and without prior notice to me.

I understand that any hiring decision is contingent upon my successful completion of all of the Company's lawful pre-employment/post-offer checks, which may include a background check, drug screen, employment references, and licensing review. If I am made a conditional offer of employment, I agree to execute any consent forms necessary for the Company to conduct its lawful pre-employment/post-offer checks. Such checks will not be conducted until allowed under applicable federal, state, and local law. I understand if I have a criminal background, it will not automatically disqualify me from employment unless otherwise required by law. I agree to execute any consent forms necessary for the Company to conduct its lawful pre-employment checks.

I also understand that the Company is a drug and alcohol-free workplace and has a drug and alcohol testing program consistent with applicable federal, state, and local law. I understand that after a conditional offer of employment, I must submit to and pass a pre-employment drug test as a condition of employment.

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