Senior Facility Desktop Support Technician

NYC Health + Hospitals

New York (NY)

On-site

USD 70,000 - 98,000

Full time

2 days ago

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Job summary

NYC Health + Hospitals is seeking a Senior Facility Desktop Support Technician to provide expert IT support for desktop hardware, software, and related peripherals across the network. The role emphasizes stability, efficient troubleshooting, and collaboration with the IT team.

You will install, maintain, and troubleshoot devices such as computers, WOWs, scanners, label printers, and AV systems, while enforcing security policies and mentoring junior technicians. On-site support is required.

Qualifications

Bachelor's degree with 3 years of full-time experience in mainframe or LAN/WAN desktop environments, with supervisory experience.
Associate degree with 4 years of full-time experience including 1 year supervisory, as described above.
High school diploma with 5 years of full-time experience including 1 year supervisory.
Equivalency options allowed: college credits substituted for experience per policy.

Responsibilities

Provide expert-level technical support for IT hardware and software across desktop environments.
Perform root cause analysis to prevent recurring issues.
Troubleshoot desktop connectivity and network problems.
Mentor and train junior technicians; lead small IT projects.
Install and manage desktops, apps, and security policies; manage user accounts and access.
Provide on-site AV system support and coordinate with IT vendors.

Skills

Problem-solving

Communication

OS knowledge

Windows 10/11

Teamwork

Networking

Education

Bachelor's degree + 3 years supervisory experience

Associate degree + 4 years experience including 1 year supervisory

High school diploma + 5 years experience including 1 year supervisory

Education/experience equivalent with 2 years supervisory

Job description

Marketing StatementNYC Health + Hospitals is the largest public health care system in the United States. We provide essential outpatient, inpatient and home-based services to more than one million New Yorkers every year across the city’s five boroughs. Our large health system consists of ambulatory centers, acute care centers, post-acute care/long-term care, rehabilitation programs, Home Care, and Correctional Health Services. Our diverse workforce is uniquely focused on empowering New Yorkers.

At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons.

Duties & Responsibilities

Purpose of Functional Assignment: Senior Facility Desktop Support Technicians provide expert-level technical support and leadership, ensuring the stability and efficiency of the Information Technology (IT) infrastructure. This role is responsible for the comprehensive installation, maintenance, and troubleshooting of diverse IT equipment, including computers, scanners, label printers, medication carts, Workstations on Wheels (WOWs), and related peripherals. Additionally, collaborates with the IT Asset Manager on departmental asset management.

Examples Of Typical Tasks

Resolves complex hardware and software issues that escalate from junior technicians.
Performs root cause analysis to prevent recurring problems.
Troubleshoots network infrastructure related to desktop connectivity.
Mentors and trains junior technicians.
Develops and documents best practices and procedures.
Leads small Information Technology (IT) projects and deployments.
Manages and maintains desktop operating systems and software applications.
Implements and enforces security policies and procedures.
Manages user accounts and access permissions.
Serves as the primary escalation point for complex technical issues.
Communicates with vendors and other IT teams to resolve problems.
Identifies and resolves potential issues before they impact users.
Performs system performance monitoring and optimization.
Contributes to the development of IT infrastructure improvements.
Creates and maintains detailed technical documentation.
Generates reports on support activities and system performance.
Contributes to knowledge base articles.
Participates in IT related projects, such as operating system roll outs, or hardware refreshes.
Often provides support to executive level employees.
Provides on-site technical support to users, addressing questions and issues related to audio visual (AV) systems for the network.
Performs other duties as assigned or required.

Minimum Qualifications

A baccalaureate degree from an accredited college or university and three (3) years of satisfactory, full‐time experience in mainframe computer, mid‐range computer, LAN or WAN computer environments, and/or local desktop support, one (1) year of which must have been in a supervisory capacity; or
An associate degree or 60 semester credits from an accredited college or university and four (4) years of satisfactory, full‐time experience, including one (1) year of experience in a supervisory capacity, as described in ʺ1ʺ above; or
A high school diploma or its educational equivalent and five (5) years of satisfactory, full‐time experience, including one (1) year of experience in a supervisory capacity, as described in ʺ1ʺ above; or
Education and/or experience equivalent to ʺ1ʺ, ʺ2ʺ, or ʺ3ʺ above. Undergraduate college credit can be substituted for experience on the basis of thirty (30) semester credits, from an accredited college or university, for six (6) months of experience. However, all candidates must have at least a high school diploma or its educational equivalent and two (2) years of satisfactory, full‐time experience, including one (1) year of experience in a supervisory capacity, as described in ʺ1ʺ above.

Department Preferences

Knowledge, Skills, Abilities And Other Requirements