Technician II-Technology Management - Information Services - Full Time

NYU Langone Hospitals; New York (NY); On-site; USD 66,000 - 69,000; Full time

Job summary

NYU Langone Hospital—Suffolk is seeking a Technician II-Technology Management - Information Services to join our team on a full-time basis. The role supports end-user infrastructure across devices, networks, and collaboration tools in a 306-bed medical center on Long Island.

You will install, maintain, and troubleshoot IT systems, respond to incidents, document resolutions, and contribute to project work while adhering to service standards and patient care priorities.

Qualifications

• BA/BS degree with 2+ years of related IT experience.
• Must be able to lift >= 40 lbs.
• Nights/weekends/off-peak hours work may be required occasionally.

Responsibilities

• End-user device administration, configuration, support, and troubleshooting for PDAs, PCs, Macintosh and Windows workstations, printers, LAN, AV, and video conferencing.
• Provide Tier 2 support to users by phone and on-site; escalate to Tier 3 when necessary.
• Document problem solutions, tool configurations, and end-user procedures with journal entries in the ticket system.
• Assist with installation, rollout, and upgrade of software, hardware, and networks; participate in testing and evaluation of new systems.
• Communicate technical information clearly and provide training to end users and the help desk.
• Maintain IT infrastructure and monitor for security risks and malware, ensuring system integrity.
• Adhere to ITSM processes, close tickets within SLAs, and publish updates to self-service interfaces.

Skills

End-User Device Support

Troubleshooting

Customer Service

Education

BA/BS degree with 2+ years of related IT experience

Tools

Innotas

Front Range ticket system

Video conferencing

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 theKnapp 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 II-Technology Management - Information Services - Full Time - 06:00 AM - 02:00 PM Monday - Friday.
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 occasionally.

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.

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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 - $69,399.83 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.