IT Support Specialist II - Smart Desk

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Title:

IT Support Specialist II
- Smart Desk

Location:

Midtown

Org Unit:
Smart Desk

Work Days:

Weekly

Hours:

35.00

Exemption Status:

Non-Exempt

Salary Range:$39.78-$44.78

* As required under NYC Human Rights Law Int  - Salary range for this role when Hired for NYC Offices

Reporting to the Smart Desk Manager and/or the Smart Desk Team Leads, provides support for all incidents and requests, ensuring that they are resolved according to service level agreements and properly escalating tickets when necessary. While not a supervisor, this role is a leader on the team and is expected to be able to function with limited supervision to accomplish the Smart Desk's mission(s).

• Manages all assigned work using ticketing system. Logs all activities and case updates in a timely and detailed manner.
• Creates and maintains accurate asset records for all devices worked on. Updates and manages IP address assignments in database.
• Provides clear ownership and resolution of incidents logged by the team to agreed SLA’s and KPI’s.
• Provides training and coaching to level one technicians. Resolves more complex technical issues, working closely with other groups as needed. Responds to requests for emergency issues.
• Gains extensive familiarity with departmental and organizational policies, processes, departmental structure and leadership.
• Works closely with team leads to help identify root causes of problems and provides feedback to improve USG processes and technologies. Contributes heavily to the Knowledge Base, adding and editing articles.
• On a rotating basis with other assigned staff, handles on call responsibilities for after-hours contingencies.
• As needed, steps in and provides supervision of the Service Desk function to ensure its good and continuous operation.

• High School Diploma

Associate’s degree in related field preferred. Bachelor’s degree in Computer Science is highly desired.
Significant relevant experience can be substituted for formal education.
End-user Services technology experience and knowhow – Desktop support with mobile device support, Mac OS, Windows, and Exchange.
Minimum three years of experience working in customer service environment, call center or desktop support.
Advanced troubleshooting skills of a wide variety of PC and Macintosh hardware and software.

Experience with reporting on and meeting typical metrics (FCR, MTR, ASA etc) in an IT Service Desk or IT Help Desk environment.

Experience with Service Now for incident, problem, and task management is desired.
Excellent computer and customer service skills with tact in dealing with demanding customers, including, but not limited to Microsoft Office 365, Windows 7, Mac OS, Mobile devices desired.
Previous hospital or medical IT Experience a plus.
ITIL Foundations Certified a plus.
Experience with advanced metrics and scheduling, i.e. Erlang model, in an IT Service Desk or IT Help Desk environment helpful.

• Must be proficient in troubleshooting Apple and Windows computers, smartphones, tablets, and printers.
• Ability to plan and prioritize work while responding to rapidly changing priorities.
• Must possess excellent customer service and communication skills, both written and verbal.
• Detailed oriented and has the ability to work on multiple projects, prioritize and meet deadlines.
• Must be able to prioritize work and manage time efficiently.
• Sets the example in Professionalism, Positive Attitude and Esprit De Corps be it regarding appearance, punctuality, attitude, or a sense of urgency and empathy for customers.
• Team player; enjoys working collaboratively as part of a team as well as working independently…