Service Desk Technician

New York City Health and Hospitals Corporation; New York (NY); On-site; USD 50,000 - 75,000; Full time

Job summary

Ein innovatives Unternehmen sucht einen Service Desk Technician, der erstklassigen Support für IT-Anfragen bietet. In dieser spannenden Rolle sind Sie der erste Ansprechpartner für alle IT-Anliegen und gewährleisten eine schnelle Reaktion auf Kundenanfragen. Sie werden in einem dynamischen Umfeld arbeiten, in dem Ihre Fähigkeiten zur Problemlösung und Ihr Engagement für den Kundenservice geschätzt werden. Wenn Sie eine Leidenschaft für Technologie und Kundenservice haben, könnte dies die perfekte Gelegenheit für Sie sein, um Teil eines engagierten Teams zu werden.

Qualifications

• 3 Jahre Erfahrung im Enterprise Service Desk bevorzugt.
• Fundamentale Kenntnisse in Windows 7 und 10 Troubleshooting.

Responsibilities

• Erster Ansprechpartner für IT-Probleme, schnelle Reaktion auf Kundenanfragen.
• Dokumentation von Vorfällen und Anfragen gemäß IT-Qualitätsrichtlinien.

Skills

Kundenservice

Active Directory

Windows 7 Troubleshooting

Windows 10 Troubleshooting

Microsoft Office 365

ITSM/Ticketing System

Education

BA oder BS in Informatik

Tools

ServiceNow

Remedy

Go to assist

SCCM

Job description

MetroPlusHealth provides the highest quality healthcare services to residents of Bronx, Brooklyn, Manhattan, Queens and Staten Island through a comprehensive list of products, including, but not limited to, New York State Medicaid Managed Care, Medicare, Child Health Plus, Exchange, Partnership in Care, MetroPlus Gold, Essential Plan, etc. As a wholly owned subsidiary of NYC Health + Hospitals, the largest public health system in the United States, MetroPlusHealth network includes over 27,000 primary care providers, specialists and participating clinics. For more than 30 years, MetroPlusHealth has been committed to building strong relationships with its members and providers to enable New Yorkers to live their healthiest life.

Position Overview

Reporting to the Manager of Help Desk, the Service Desk Technician will provide first level troubleshooting support for a variety of computing support issues while ensuring the highest-level customer service. This role will provide day to day support for application, hardware and networking issues. The Service Desk Technician should be able to handle a minimum of 60 customer contacts a day while maintaining a 90% first call resolution.

Job Description

• Acts as the first point of contact for all IT issues, quickly responding customers request for IT service within SLA guidelines.
• Serves as primary support for end user access management requests including new employee technology onboarding, account setups, access changes and terminations. Follows established audit procedures to ensure all employees receive proper access as authorized by their job function.
• Accurately triages and categorizes incidents and requests coming into the Service Desk, ensuring all tickets are properly documented in accordance with IT quality guidelines.
• Uses remote tools (Go to assist, SCCM) to further diagnose and troubleshoot issues at remote locations
• Appropriately routes issues not resolved on initial contact to the correct team for resolution, ensuring all troubleshooting and triage steps are documented in ticketing before reassignment.
• Assists in documentation of Service Desk troubleshooting procedures that can be shared with the team’s knowledgebase.
• Assists in identification of trends in incidents, recommending recurring issues for problem management process.
• To ensure continuity of essential services, this role maybe required to work variable shifts and/or overtime depending on business.

Minimum Qualifications

• BA or BS in Computer Science, Information Systems or related discipline required.
• 3 years’ experience on an enterprise Service Desk preferred
• Strong customer service focus, organizational skills and ability to multi-task with excellent time management skills required.
• Demonstrated knowledge of Active Directory and basic AD administration (User and Group Management)
• Fundamental Windows 7 & Windows 10 troubleshooting and mobile device support in an enterprise environment.
• Proficient in Microsoft Office 365 support (Excel, Word, PowerPoint, Outlook)
• Hands-on experience working with an ITSM/ticketing system (ServiceNow, Remedy, etc.)