Technician - Brooklyn

Technician I - Brooklyn

IT/Health IT/Informatics

Brooklyn, NY
• Full-Time/Regular

Family Health Centers at NYU Langone, a designated Level 3 Medical Home, is the largest federally qualified health center network in New York State, and the second largest in the nation. It includes eight primary care sites, 40 school-based health centers and dental clinics, four day care centers, the nation's largest dental residency program, and New York State's largest behavioral health program.

The network also includes 12 community medicine sites providing care to disenfranchised New Yorkers, comprehensive HIV services, chemical dependency programs, and a family support center that offers educational, vocational, and other social support programs. 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.

Position Summary: We have an exciting opportunity to join our team as a Technician I - Brooklyn. In this role, the successful candidate is a 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 escalate to the appropriate resource and monitor its effective resolution. Receives general direction, work in progress is reviewed routinely.

Job Responsibilities:

• ITSM Metrics:
  
  A. Resolve specified number of tickets per day.
  
  B. Resolve percentage of monthly tickets using remote support tools.
  
  C. Resolve percentage of monthly tickets at desktop site using mobile tools and devices.
  
  D. Publish ticket updates to self-service interface in order to keep end-users apprised of the status of their request.
  
  E. Using established technology, notify all users of ticket ownership and contact information.
  
  F. Close tickets in a timely manner while striving to reduce the mean time to resolve each issue.
• 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.
• 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. 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; escalate 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.
• Administrative Tasks & Record Keeping (Journal Notes, Innotas Entries, etc.):
  
  A. 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…