Technician II - Brooklyn

SilkRoad; New York (NY); On-site; USD 66,000 - 84,000; Full time

Job summary

NYU Langone Hospital—Brooklyn is seeking a Technician II to join our Brooklyn team. You will apply IT expertise to maintain a reliable end-user infrastructure, troubleshoot devices, and provide Tier 2 support to customers both over the phone and on-site.

You will document solutions and participate in small IT projects to improve services. The role emphasizes strong communication with all organizational levels, timely ticket updates, and adherence to MCIT-style practices.

Qualifications

• BA/BS degree with 2+ years of related experience.
• Proven ability to communicate with all levels of the organization.
• Willingness to work nights and weekends as needed.

Responsibilities

• Provide Tier 2 assistance to users via phone and on-site; escalate to Tier 3 when necessary.
• Install, configure, troubleshoot, and maintain end-user devices and related infrastructure (PCs, Macs, printers, LAN, AV, VC).
• Create and maintain documentation; log journal notes and update tickets within service levels.
• Assist with installation, rollout, and upgrades of software and hardware; participate in testing.
• Maintain diagnostic checks on desktops to ensure security and performance; communicate solutions clearly.
• Support technology in Brooklyn operating rooms; able to lift 40 pounds; nights/weekends occasionally.

Skills

End User Device administration

Tier 2 support

Effective communication

Education

BA/BS degree

Job description

NYU Langone Hospital—Brooklyn is a full-service teaching hospital and Level I trauma center located in Sunset Park, Brooklyn. The hospital is central to a comprehensive network of affiliated ambulatory and outpatient practices, and serves as NYU Langone Health's anchor for healthcare access, growth, and delivery in the entire borough. At NYU Langone Health, equity and inclusion are fundamental values. We strive to be a place where our exceptionally talented faculty, staff, and students of all identities can thrive. We embrace inclusion and individual skills, ideas, and knowledge.

Learn more about NYU Langone Hospital—Brooklyn, 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 II - Brooklyn.

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 upscale 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):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, telephone.b. Responsible to implement known solutions to software and hardware problems and perform basic troubleshooting in their area of expertise.c. 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. d. Perform diagnostic checks on desktop computers to maintain machine capabilities and freedom from viruses.e. Analyzes a chain of events and chooses the appropriate approach or procedure to address a work task.
• 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 issues.d. Follow established guidelines and standards to communicate consistent messages aligned with other members of MCIT.
• Project Participation:a. Assist and participate in implementing and planning small projects or projects that are specific to the tech's assigned department.b. Involved in the installation, rollout, and/or upgrade of new software, hardware, systems, servers, networks, etc. c. Participates in testing and evaluating new software, hardware, systems, servers, networks, etc. and implements prototypes.
• 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 levels.c. Be compliant with all responsibilities and administrative tasks: Innotas, timely journal entries, use of standard email templates, etc.
• ITSM Metrics:a. Responsible to resolve specified number of tickets per day.b. Responsible to resolve percentage of monthly tickets using remote support tools.c. 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 request.e. Using established technology, technician is responsible for notifying all users of ticket ownership and contact information.f. Responsible to close tickets in a timely manner while striving to reduce the mean time to resolve each issue.

Additional Position Specific Responsibilities:

This position supports technology in the Brooklyn operating rooms. Must be comfortable in/around active surgical procedures. Must be able to lift >= 40 pounds. Nights, weekends work occasionally required.

Minimum Qualifications:

• To qualify you must have a BA/BS degree with 2 or more years of related experience.

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

NYU Langone Hospital—Brooklyn 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.

At NYU Langone Health, we are committed to supporting our workforce and their loved ones with a comprehensive benefits and wellness package. Our offerings provide a robust support system for any stage of life, whether it's developing your career, starting a family, or saving for retirement. The support employees receive goes beyond a standard benefit offering, where employees have access to financial security benefits, a generous time-off program and employee resources groups for peer support. Additionally, all employees have access to our holistic employee wellness program, which focuses on seven key areas of well-being: physical, mental, nutritional, sleep, social, financial, and preventive care. The benefits and wellness package is designed to allow you to focus on what truly matters. Join us and experience the extensive resources and services designed to enhance your overall quality of life for you and your family.

NYU Langone Hospital—Brooklyn 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 Health 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 - $84,000.00 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.