Deskside Support Technician
New York, NY

Job Description

Job Description Summary

Our Technology Services Department works with Healthfirst's functions to conceive deliver and support the technology that executives, professionals and telecommuters need to succeed. This individual will serve as a single point of contact to customers for service request calls, work phones, dispatch queue when necessary and e-mail. He/she will log all incidents and create tickets detailing issues related to the customer.

This position provides excellent customer support and consults on a wide range of highly technical issues with minimal assistance. The incumbent works in a team environment and provides or requests teammate assistance as necessary. This position contributes technical analysis skills and occasionally leads Desktop integration projects.

Note: Weekend work may be required.

Key Responsibilities:

* Provides quality deskside and remote support to end users
* Resolves desktop issues with various Operating Systems (Windows, Mac) in a platform agnostic IT environment
* Provides installation, configuration, maintenance and troubleshooting support of computer hardware, software, audio/visual, networks, printers and computer peripherals
* Provides systems/network troubleshooting and support to include diagnosing, fixing, maintaining and upgrading hardware and software as well as desktop applications
* Monitors and responds to hardware and software problems utilizing a variety of hardware and software testing tools, techniques and technologies
* Supports a virtualized infrastructure environment
* Provides technical support and training to end-users - Ensure that a knowledge base of past issues encountered is maintained and used (Service Now Knowledge Management)
* Proactively follows up on IT service requests/IT problem tickets until customer confirms resolution
* Supports, resolves, monitors, and troubleshoots hardware and software problems.
* Works with a team to automate management tasks, streamline processes, and perform standard admin functions.
* Research, test and implement desktop technologies and software to meet customer needs.
* Technician must maintain professionalism, good attitude and appropriate behavior with all Healthfirst personnel and with their clients and vendors.
* Technician will provide customer training and support high level technical problems.
* Assists, encourages, and serves as a backup to other team members.

Minimum Qualifications:

* High School diploma or GED
* 5 years as an Infrastructure and Operation Desktop Technician
* Ability to troubleshoot and resolve technical problems which includes Laptops, mobile devices, telecommunication, Office 365, Microsoft Window 7\10, Citrix, AWS, VDI, networking.
* Demonstrated experience administering Active Directory.
* Knowledge of Macintosh and/or PC hardware, software, operating systems, configuration.
* Knowledge of Android and iOS mobile operating systems.
* Experience with Zoom video conferencing.
* Experience with Service Now
* Time management
* Promote customer satisfaction and ensure problem resolution.

Preferred Qualifications:

* Bachelor's Degree preferred.
* Minimum Certification: CompTIA A+
* MCSE or MCSA preferred
* ITIL Foundation preferred

WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, marital status or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.

If you have a disability under the Americans with Disability Act or a similar law, and want a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to careers@Healthfirst.org or calling 212-519-1798 . In your email please include a description of the accommodation you are requesting and a description of the position for which you are applying. Only reasonable accommodation requests related to applying for a position within Healthfirst Management Services will be reviewed at the e-mail address and phone number supplied. Thank you for considering a career with Healthfirst Management Services.

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