IT Service Desk Technician

Job Summary:

The IT Service Desk Technician will serve as the first point of contact for customers seeking technical assistance over the phone or email. This office-based individual will perform remote troubleshooting through diagnostic techniques and pertinent questions and determine the best solutions based on the issue and details provided by customers.

Essential Functions, Duties and Responsibilities:

The following statements reflect the duties considered necessary to describe the essential functions of the job as identified and shall not be considered as a detailed description of all the work requirements that may be inherent in this position.

Key Responsibilities:

? Serves as the first point of contact for customers seeking technical assistance over the phone or email. ? Performs remote troubleshooting through diagnostic techniques and asking pertinent questions. ? Determines the best solution(s) based on the issue and details provided by customers. ? Educates and walks the customer through the problem-solving process. ? Assesses when unresolved issues must be directed to the next level of support personnel and does so in a timely manner. ? Provides accurate information on IT products or services. ? Records/Tracks events, problems and resolutions in logs. ? Follows-up and updates customer status and information in appropriate system(s). ? Listens to and records feedback or suggestions by customers and communicates to the appropriate internal team. ? Identifies and suggests possible improvements on procedures and protocols. ? Liaises with company's software suppliers for prompt rectification of any issues or emergencies. ? Liaises with IT team members to assist with issue resolution.

Additional Responsibilities:

? Travels to Facilities as required/assigned. ? Will pull on-call shifts during off hours and weekends as scheduled. ? Utilizes electronic timekeeping system as required. ? Follows policy and procedure regarding all electronic devices, computers, tablets, etc. ? Supports and abides by NYMC's Mission, Vision, and Values. ? Performs other duties as assigned by supervisor.

Required Qualifications:

? Minimum of Associates degree in IT or related field OR equivalent experience. ? Technical savvy with working knowledge of office automation products and end user devices. ? Experience in the health care industry preferred. ? Technical certification (ex. A+) preferred. ? Current, valid driver license.

Skills:

? Technically proficient and detail-oriented. ? Efficient time management skills and meeting deadlines. ? Displays ability to work both independently and in cross-functional teams. ? Displays an attitude conducive of a positive, productive work environment. ? Strong technical and interpersonal skills. ? Excellent written & verbal communication and presentation skills. ? Ability to communicate with various levels of users, novice to experienced . ? Ability to diagnose and resolve basic technical issues. ? Customer-oriented, patient and even-tempered.