Lead Technician - Corporate Services

Position Summary

Lead Technician – Corporate Services. Independent contributor IT professional applying technical expertise in one or more IT disciplines. Provides and maintains a reliable technical infrastructure to serve the customer community, troubleshooting systems, servers, networks, and desktop environments, responding promptly to customer problems, and monitoring resolution.

• Perform additional duties as assigned.
• Customer Service and Communication
  • Demonstrate the ability to communicate technical terms, MCIT policies, and difficult messages to end users in a service‑oriented fashion.
  • Provide one‑on‑one instructions, training, and 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 and 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.
• Technical Skills (End User Device administration, configuration, support, troubleshooting, use of tools and utilities)
  • Implement, install, maintain, and support end‑user infrastructure support equipment, software, and connectivity for PDAs, PCs (Macintosh and Windows workstations), printers, LAN, AV, video conferencing, and telephone.
  • Implement known solutions to software and hardware problems and perform basic troubleshooting in the area of expertise.
  • Provide over‑the‑phone and on‑site Tier 2 assistance to users: problem identification, instruction, and resolution of problems; escalated to Tier 3 when necessary.
  • Perform diagnostic checks on desktop computers to maintain machine capabilities and freedom from viruses.
  • Independently design technical solutions for project modules or to resolve most problems and select appropriate work procedures or approaches.
• Administrative Tasks & Record Keeping (Journal Notes, Innotas Entries, etc.)
  • 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 journal entries documenting actions taken on all ticket requests and close tickets within established service levels.
  • Be compliant with all responsibilities and administrative tasks:
    Innotas, timely journal entries, use of standard email templates, etc.
• Project Participation
  • Assist and participate in implementing and planning small projects or projects specific to the technician’s assigned department.
  • Involved in installation, rollout, or upgrade of new software, hardware, systems, servers, networks, etc.
  • Participate in testing and evaluating new software, hardware, systems, servers, networks, etc., and implement prototypes.
• ITSM Metrics
  • Resolve specified number of tickets per day.
  • Resolve percentage of monthly tickets using remote support tools.
  • Resolve percentage of monthly tickets at desktop site using mobile tools and devices.
  • Publish ticket updates to the self‑service interface to keep end‑users apprised of the status of their request.
  • Notify all users of ticket ownership and contact information using established technology.
  • Close tickets in a timely manner while striving to reduce the mean time to resolve each issue.

• Must be able to lift ≥ 40 pounds.
• Work nights, weekends, and off‑peak hours as required.

• BA/BS degree with 4 or more years of related experience.
• Effective communication skills with all levels of the organization.

NYU Langone Health 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. Applications must be completed online. Know your rights:
Workplace discrimination is illegal.

Annual salary range: $ – $. Actual salaries depend on experience, specialty, education, and hospital need. Bonuses, incentives, and other compensation are not included in the listed range.