Sr. I Technician

3 weeks ago

New York, United States NYU Langone Health Full time

We have an exciting opportunity to join our team as a Sr. I Technician.

In this role, the successful candidate will provide advanced expertise in a complex professional discipline. 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. Works independently with limited work direction. Work is reviewed periodically and on an exception basis

Job Responsibilities:

Leadership Development Skillsa. Mentors less-experienced staff with responsibility for their technical Participation in budget and resource Represent manager/team in meetings and project planning as needed and may perform backup administrative tasks.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 Follow established guidelines and standards to communicate consistent messages aligned with other members of MCIT.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, Responsible to implement known solutions to software and hardware problems and perform basic troubleshooting in their area of Provide over-the-phone and on-site Tier 2 assistance to users: problem identification, instruction, and resolution of problems; escalate to Tier 3 when Perform diagnostic checks on desktop computers to maintain machine capabilities and freedom from Independently design technical solutions for modules of a project, or to resolve most problems and select appropriate work procedures or approaches to address technical challenges. f. Conducts complete diagnostics of most business problems; anticipates implementation obstacles.Administrative Tasks & Record Keeping (Journal Notes, Innotas Entries, etc.):a. Responsible to assist with creation and maintenance of written documentation on problem solutions, tool configurations and end user documentation. b. 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 Be compliant with all responsibilities and administrative tasks: Innotas, timely journal entries, use of standard email templates, etc.Project Participation:a. Assist and participate in implementing and planning small projects or projects that are specific to the tech's assigned Involved in the installation and rollout of new and upgrade of existing software, hardware, systems, servers, networks, etc. c. Participates in testing and evaluating new software, hardware, systems, servers, networks, etc. and implements Develops specifications and designs technical systems; selects tools and methodologies for projects; commits to deliverables with customers and/or management and meets project deadlines.ITSM Metricsa. Responsible to resolve specified number of tickets per Responsible to resolve percentage of monthly tickets using remote support 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 Using established technology, technician is responsible for notifying all users of ticket ownership and contact Responsible to close tickets in a timely manner while striving to reduce the mean time to resolve each issue.

Minimum Qualifications:
To qualify you must have a Typically requires 4 or more years of experience and BA/BS degree or equivalent.

Preferred Qualifications:
None

Qualified candidates must be able to effectively communicate with all levels of the organization.

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 is an equal opportunity and affirmative action employer committed to diversity and inclusion in all aspects of recruiting and employment.

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