Technician Technology Manage Information Services

NYU Langone Hospital—Suffolk is a 306-bed medical center, providing care to residents of eastern Long Island. The hospital facility is home to the Knapp Cardiac Care Center—an advanced heart disease diagnostic and treatment facility—as well as a modern ambulatory surgical pavilion with specialized services including women's imaging, a sleep laboratory, and bariatric surgery. Our Provisional Level 2 Trauma Center delivers comprehensive and specialized care for patients with traumatic injuries.

The Stroke Center at NYU Langone Hospital—Suffolk is designated by the New York State Department of Health as a Primary Stroke Center, with expert neurologists available to provide treatment 24 hours a day, 7 days a week. Additionally, NYU Langone Hospital—Suffolk has multiple outpatient sites, including an outpatient wound care center, a hemodialysis center, and various primary care and specialty offices.

We have an exciting opportunity to join our team as a Technician I Technology Manage - Full Time Days - Information Services - 9:00AM-5:00PM Monday - Friday. 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 escalation to the appropriate resource and monitor its effective resolution. Receives general direction, work in progress is reviewed routinely.

• 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; escalation 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…