Technician I-Technology Management & Support - Information Services - Full Time Days

NYU Langone Health System; Village of Patchogue (NY); On-site; USD 60,000 - 73,000; Full time

Job summary

NYU Langone Hospital-Suffolk seeks a Technician I in Technology Management & Support to join our Information Services team. You will maintain IT infrastructure, support end-user devices, troubleshoot systems, and provide prompt Tier 2 assistance to users.

You will work Monday–Friday, 8:00 AM–4:00 PM, perform administrative tasks, participate in small IT projects, and contribute to high-quality customer service across the organization.

Qualifications

• BA/BS degree with 2+ years of related experience.
• Must be able to lift >= 40 lbs.
• May require nights/weekends/off-peak hours work.

Responsibilities

• Performs additional duties as assigned.
• End User Infrastructure Support equipment installation/maintenance and connectivity for PDAs, PCs, Macintosh and Windows workstations, printers, LAN, AV, Video conferencing, telephone.
• Provide Tier 2 assistance to users: identify problems, instruct, and resolve; escalate to Tier 3 when necessary.
• Perform diagnostic checks on desktop computers to maintain machine performance and security.
• Demonstrates ability to communicate terms and policies to end users in a service-oriented manner.
• Provide one-on-one instructions/training/guidance to end users and help desk on hardware/software use and procedures.
• Provide exemplary customer service across all levels of the organization; follow guidelines to communicate consistent messages.
• Assist and participate in implementing small projects or upgrades of software, hardware, systems, servers, networks.
• Create and maintain written documentation on problem solutions and configurations.
• Monitor desktop queue in the Front Range ticket system; log real-time notes; close tickets within SLAs.
• Publish ticket updates to self-service interface to keep users informed.

Skills

End User Support

Desktop Troubleshooting

Customer Service

Communication

Education

BA/BS degree

Tools

Innotas

Front Range ticketing

Remote support tools

Job description

NYU Langone Hospital-Suffolk is a 306-bed medical center, providing care to residents of eastern Long Island. The hospital facility is home to the Knapp Cardiac Care Center-an advanced heart disease diagnostic and treatment facility-as well as a modern ambulatory surgical pavilion with specialized services including women's imaging, a sleep laboratory, and bariatric surgery. Our Provisional Level 2 Trauma Center delivers comprehensive and specialized care for patients with traumatic injuries. The Stroke Center at NYU Langone Hospital-Suffolk is designated by the New York State Department of Health as a Primary Stroke Center, with expert neurologists available to provide treatment 24 hours a day, 7 days a week. Additionally, NYU Langone Hospital-Suffolk has multiple outpatient sites, including an outpatient wound care center, a hemodialysis center, and various primary care and specialty offices.

For more information, go to NYU Langone Hospital-Suffolk, and interact with us on LinkedIn, Glassdoor, Indeed, Facebook, X, YouTube and Instagram.

Position Summary:

We have an exciting opportunity to join our team as a Technician I-Technology Management & Support - Information Services - Full Time Days - Monday- Friday 08:00 AM - 04:00 PM. In this role, the successful candidate Developing IT professional applying expertise in one or more IT disciplines. 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 elevate to the appropriate resource and monitor its effective resolution. Receives general direction, work in progress is reviewed routinely.

Job Responsibilities:

• Performs additional duties as assigned.
• Technical Skills (End User Device administration/configuration/support/troubleshooting, Use of tools and utilities):
  • 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, telephone.
  • Responsible to implement known solutions to software and hardware problems and perform basic troubleshooting in their area of expertise.
  • Provide over-the-phone and on-site Tier 2 assistance to users: problem identification, instruction, and resolution of problems; elevate to Tier 3 when necessary.
  • Perform diagnostic checks on desktop computers to maintain machine capabilities and freedom from viruses.
  • Analyzes a chain of events and chooses the appropriate approach or procedure to address a work task.
• Customer Service and Communication:
  • Demonstrate an ability to communicate technical terms, MCIT policies, and difficult messages to end users in a service oriented fashion.
  • Provide one-on-one instructions/training/guidance to end users and the help desk on use of hardware/software and standard procedures.
  • Provide exemplary customer service across all levels of the organization; embrace a never-say-no attitude when addressing customer issues.
  • Follow established guidelines and standards to communicate consistent messages aligned with other members of MCIT.
• Project Participation:
  • Assist and participate in implementing and planning small projects or projects that are specific to the tech's assigned department.
  • Involved in the installation, rollout, and/or upgrade of new software, hardware, systems, servers, networks, etc.
  • Participates in testing and evaluating new software, hardware, systems, servers, networks, etc. and implements prototypes.
• Administrative Tasks & Record Keeping (Journal Notes, Innotas Entries, etc.):
  • Responsible to assist with creation and maintenance of written documentation on problem solutions, tool configurations and end user documentation.
  • 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 levels.
  • Be compliant with all responsibilities and administrative tasks: Innotas, timely journal entries, use of standard email templates, etc.
• ITSM Metrics:
  • Responsible to resolve specified number of tickets per day.
  • Responsible to resolve percentage of monthly tickets using remote support tools.
  • Responsible to resolve percentage of monthly tickets at desktop site using mobile tools and devices.
  • Responsible for publishing ticket updates to self-service interface in order to keep end-users apprised of the status of their request.
  • Using established technology, technician is responsible for notifying all users of ticket ownership and contact information.
  • 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 BA/BS degree with 2 or more years of related experience
• Must be able to lift >= 40 lbs.
• May require nights/weekends/off-peak hours work.

NYU Langone Hospital-Suffolk 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 Hospital-Suffolk is an equal opportunity employer and committed to inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration. We require applications to be completed online.

View Know Your Rights: Workplace discrimination is illegal.

NYU Langone Hospital-Suffolk provides a salary range to comply with the New York state Law on Salary Transparency in Job Advertisements. The salary range for the role is $66,300.00 - $66,300.00 Annually. Actual salaries depend on a variety of factors, including experience, specialty, education, and hospital need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.

View the Pay Transparency Notice for further details.