Desktop Services Specialist

Description

Northwell is the largest not-for-profit health system in the Northeast, serving residents of New York and Connecticut with 28 hospitals, more than 1,000 outpatient facilities, 22,000 nurses and over 20,000 physicians. Northwell cares for more than three million people annually in the New York metro area, including Long Island, the Hudson Valley, Connecticut and beyond, thanks to philanthropic support from our communities. Northwell is New York State’s largest private employer with over 104,000 employees — including members of Northwell Health Physician Partners — who are working to change health care for the better. 

Summary:

Provide on-site and remote technical support, including troubleshooting software and hardware issues and performing diagnostics.

Responsibilities:

1. Diagnose and resolve (in-person and remotely) issues with the hardware, operating system, applications, and peripherals.
2. Configure new computers, perform hardware upgrades, and maintain accurate endpoint device inventory.
3. Troubleshoot client server connectivity and permissions.
4. Complete special projects and additional responsibilities as needed.
5. Provide recommendations for hardware improvement/repairs.
6. Accurately document Service Desk ticket status and resolution.
7. Fulfills all compliance responsibilities related to the position.
8. Maintain and Model Nuvance Health Foundational Values (Personal, Imaginative, Agile, Connected).
9. Performs other duties as required. 
10. Provides 24/7 support through investigation & analysis of problems using documentation, manuals, debugging tools & logic to resolve problems, prevent recurrence & ensure continuity. Takes remote call for off-shift, weekends & holidays as assigned.

Education Skills Experience:

• Required: College diploma or university degree in the field of computer science and/or 2 years equivalent work experience.
• Strong technical troubleshooting skills and advanced knowledge of Microsoft products. Knowledge of modifying computer objects within Active Directory.
• Experience with computer hardware support such as diagnosing and replacing hard drives, cables, keyboards, mice, monitors, video cards, RAM, etc.
• Superior customer facing skills including ability to develop “trusted advisor” relationship with end users.
• Methodical approach to problem solving and resolution.
• Flexibility to adjust to changing requirements, schedules and priorities. A
• bility to operate effectively in a team environment with both technical and non-technical team members.
• Ability to operate with minimal supervision.
• Ability to manage time effectively, set priorities appropriately, schedule calls.
• Ability to maintain professional demeanor under stress.
• Ability to operate within customer standard operating procedures.
• Ability to document technical support of resolutions, processes, and procedures.
• Minimum Experience: three years Desired: 
• Understanding of Citrix based technologies.
• Understanding of Mobile Device Management. Industry certifications preferred, this can include A+, N+ and/or MSCE/MCTS/MCITP

Working Conditions:

Manual: Some manual skills/motor coord & finger dexterity

Occupational: Little or no potential for occupational risk

Physical Effort: Medium to Heavy effort. May exert up to 35 lbs. force

Physical Environment: Some exposure to dirt, odors, noise, human waste, etc.

Company: Nuvance Health

Org Unit: 1798

Department: IT Service Mgmt Operations

Exempt: No

Salary Range: $26.48 - $50.49 Hourly