Desktop Support Technician

Desktop Support Technician

OPEN DOOR FAMILY MEDICAL CENTERS, INC. - 4.0

Tarrytown, NY Job Details Full-time $25.64 - $28.21 an hour 1 day ago Benefits Health insurance Dental insurance 401(k) Paid time off Work from home Vision insurance 401(k) matching Life insurance Qualifications Computer science Network troubleshooting ITIL Certification Bachelor's degree in information technology Computer Science Incident management Electronic health records (EHR) management GPO Phone communication Procedural guides Laptop (troubleshooting support) Zoom Equipment troubleshooting Mid-level Windows Printer (troubleshooting support) Administrative experience High school diploma or GED Driver's License Bachelor's degree IT experience within healthcare Computer hardware Network protocols Customer support ticket management Updating inventory records Software documentation Mobile device management Microsoft Teams ServiceNow IT Continuous quality improvement (CQI) Productivity software 1 year Bachelor's degree in computer science Communication skills Developing technical user guides Intune Active Directory management Client interaction via phone calls Information Technology Full Job Description Job Summary No Sponsorship Open Door is currently seeking a Desktop Support Technician in our Tarrytown site location. The Desktop Support Technician has overall responsibility support and maintaining Open Door end-user technologies, such as laptops, desktops, phones, printers, and other peripherals. This person will troubleshoot problems (either in person or by telephone) in a timely and accurate fashion and provide end-user assistance where required. Duties Level 1/2 Desktop Technician providing advanced technical support for desktop and laptop computers, including hardware and software troubleshooting and repair. Utilize technical skills to analyze, interpret, and manage technical incidents Receive and respond to calls and/or tickets regarding technical issues and requests Maintain, diagnose and troubleshoot problems with Windows operating system and various software applications, file-sharing, telephone, and printing. Administer and resolve issues with associated end-user hardware and software products Write, update, maintain documentation; end-user and internal (IT) Document common issues/causes/solutions, create user and web based guides in ServiceNow as well as FAQ's into the knowledgebase. Update ticketing system tickets appropriately, include all relevant information related to troubleshooting and results. Ensure tickets are completed within agreed SLA's Interact with vendors to resolve technical problems with desktop computing equipment and software Will take on some EUC project-based work in support of management and Sr. DS Technician when needed. Will aid in application support for installed and cloud-based applications supporting the Application Business analyst Update and maintain the IT inventory Stay current with the latest industry trends, technologies, and best practices and regularly discuss this with management. Qualifications

EDUCATION

High School diploma but preferably Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience. 2+ years work experience in an IT support role Fully in office position, limited work from home On-call availability and occasional overtime may be required Ability to travel to local Open Door sites as this role rotates site to site Display high-energy, self-motivation, flexibility and an ability to multitask and prioritize demands in a fast-paced environment. Must possess a keen attention to detail and an ability to work effectively under pressure Ticket management, specifically ServiceNow experience preferred. Must have experience in working with enterprise Ticket management system. Healthcare IT background, preferred. Experience supporting and maintaining Electronic Medical Records systems, Dental systems, and other medical systems preferred. E.g. eClinicalWorks Intermediate knowledge of desktop and laptop PC hardware Working technical knowledge of current networking protocols, operating systems, and standards. Demonstrate strong written and verbal communication skills Experience with Active Directory, Group Policy, and remote management tools. Working experience of Microsoft Office 365 (and preferably certifications) Experience with working with a MDM, Microsoft Intune desired, and other software management tools, PDQ deploy & Inventory software a plus. Demonstrate strong customer service skills with the ability to speak to individuals or groups of people with poise, voice control and confidence Must be a very organized individual with the ability to clearly document their work in accordance with office procedures. Experience using collaboration tools such as Microsoft Teams, and ZOOM preferred Experience in working with, and setting up, video conferencing units, such as Microsoft Teams Room solutions and Poly units a plus. Must have experience in administrative, incident response, and operational responsibilities Highly organized, self-directed, Team-focused collaborator ITIL Certification desired Microsoft Certification for any of Window OS, Office, O365 preferred Engaged in learning and continuous quality improvement Networking experience; patching, troubleshooting and basic configuration

PHYSICAL REQUIREMENTS

Manual dexterity and regular hours at computer keyboard Approximately 75% sitting and 25% walking/standing Bending and lifting may be required Potential travel to site locations may be required Valid New York State driver license and daily access to a vehicle Open Door is an

Equal Opportunity Employer No Sponsorship Job Type:

Full-time Pay:

$25.64 - $28.21 per hour

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Vision insurance Application Question(s): Are you Ok that this is not a remote position and a full-time in-office position? Do you have at least 2 years of experience doing phone support in an IT Service Desk environment? Are you able to work a 7.5-hour shift, starting as early as 8 am and finishing as late as 6 pm, along with a 9 am - 2 pm Saturday shift on a rotational basis? Do you have at least one year of experience working with an enterprise ticket management system, such as ServiceNow or something similar? Are you able to regularly travel between multiple work sites during the workday using your own reliable transportation? Ability to

Commute:

Tarrytown, NY 10591 (Required)

Work Location:

In person