IT Service Desk Technician - Night Shift

Job Description - IT Service Desk Technician – Night Shift – Tuesday and Wednesday Days Off (2504280)

At Stony Brook Medicine, an IT Service Desk Technician provides timely and accurate Information Technology service and support to the Academic, Clinical Faculty, and Staff of Stony Brook Medicine. The IT Service Desk Technician also provides direct support to our clinical nursing areas for issues with the hardware, software and applications necessary for Patient Care.

• Answer Help Desk telephone calls, E‑mails and other customer contact during shift in a prompt, courteous and professional manner. Provide first‑level support for all hardware, software, applications, mobile device, account maintenance, customer education and service related requests. Collect all details pertaining to the issue or request and enter into the ITSM Ticket system to ensure timely and efficient Information Technology collaboration.
• Provide first level troubleshooting and resolution of problems pertaining to organization's PCs, laptops/tablets, smartphones, mobile care carts and printers. Prioritize and troubleshoot problems reported during shift. Provide a resolution to problem whenever possible or elevate to the next level of support as necessary.
• Monitor and ensure a high level of availability for the electronic patient care computer systems, interfaces and data center environment during shift. Follow established procedures to escalate problems to the appropriate system support group or vendor. Report problems to the appropriate Information Technology departments and follow established downtime procedures when necessary.
• Ensure that all requests for mobile devices and cell phones and associated services received during shift are processed in a timely manner. Review the procedures and documentation to activate new mobile devices and cell‑phones.
• Process weekly, monthly or on‑demand mainframe and ancillary systems operational jobs, including Sun Quest Lab System.
• Maintain excellent communication with co‑workers, hardware and technical support personnel and management, including visiting customers or departments and reporting/escalating issues with supervisor or manager. Report changes to policy or procedures and submit updates to the Help Desk Knowledge Base system or SOP.

• Associate’s Degree in Information Technology or technical degree.
• Two to four years experience in a Help Desk, Service Desk or technical support environment.
• Knowledge of PCs, peripherals, printers and their functions. Experience troubleshooting PCs in a network environment.
• Must have excellent technical skills and troubleshooting knowledge of Windows‑based computers, printers, and mobile devices such as smartphones, tablets.
• Excellent oral and written communication skills. Excellent customer service skills.
• Work may require occasional physical activity such as moving equipment and the physical setup of equipment. This job operates in a professional office environment and routinely uses standard office equipment such as computers, phones, printers and fax machines.

• Associate’s Degree in Information Technology or technical degree.
• Three to five years experience in a Help Desk, Service Desk or technical support environment.
• Experience in a Health Care environment supporting Health Care clinical information technology services and applications.
• Experience with printer support in a network environment.
• Comp TIA A+.

Resume/CV should be included with the online application.

This position will remain posted until filled or for a maximum of 90 days. An initial review of all applicants will occur two weeks from the posting date. Candidates are advised that for full consideration, applications must be received before the initial review date (which is within two weeks of the posting date). If within the initial review no candidate was selected to fill the position, additional applications will be considered for the posted position;

however, the posting will close once a finalist is identified, and at minimal, two weeks after the…