Senior Facility Desktop Support Technician

Duties & Responsibilities

Senior Facility Desktop Support Technicians provide expert-level technical support and leadership, ensuring the stability and efficiency of the information technology infrastructure. This role is responsible for the comprehensive installation, maintenance, and troubleshooting of diverse IT equipment, including computers, scanners, label printers, medication carts, workstations on wheels, and related peripherals. The technician also collaborates with the IT Asset Manager on departmental asset management.

• Resolves complex hardware and software issues that have escalated from junior technicians.
• Performs root cause analysis to prevent recurring problems.
• Troubleshoots network infrastructure related to desktop connectivity.
• Mentors and trains junior technicians.
• Develops and documents best practices and procedures.
• Leads small information technology projects and deployments.
• Manages and maintains desktop operating systems and software applications.
• Implements and enforces security policies and procedures.
• Manages user accounts and access permissions.
• Serves as the primary escalation point for complex technical issues.
• Communicates with vendors and other IT teams to resolve problems.
• Identifies and resolves potential issues before they impact users.
• Performs system performance monitoring and optimization.
• Contributes to the development of IT infrastructure improvements.
• Creates and maintains detailed technical documentation.
• Generates reports on support activities and system performance.
• Contributes to knowledge base articles.
• Participates in IT related projects, such as operating system roll‑outs or hardware refreshes.
• Often provides support to executive‑level employees.
• Provides on‑site technical support to users, addressing questions and issues related to audio‑visual systems for the network.
• Performs other duties as assigned or required.

• A baccalaureate degree from an accredited college or university and three (3) years of satisfactory, full‑time experience in mainframe computer, mid‑range computer, LAN or WAN computer environments, and/or local desktop support, one (1) year of which must have been in a supervisory capacity; or
• An associate degree or 60 semester credits from an accredited college or university and four (4) years of satisfactory, full‑time experience, including one (1) year of experience in a supervisory capacity; or
• A high school diploma or its educational equivalent and five (5) years of satisfactory, full‑time experience, including one (1) year of experience in a supervisory capacity; or
• Education and/or experience equivalent to the preceding options, with undergraduate college credit substituted for experience on the basis of thirty (30) semester credits from an accredited college or university for six (6) months of experience, while all candidates must have at least a high school diploma or its educational equivalent and two (2) years of satisfactory, full‑time experience, including one (1) year of experience in a supervisory capacity.

Note: Candidates selected for a position are required to come to NYC as part of their onboarding.