Job Title: Desktop Support Technician

Duration: 6 months

Location: New York, NY

Responsibilities

The Desktop Support Technician will serve as front-line, level 1, IT support for the hospital networks and the corporate office. Monitor and answer the Service Desk phone, e-mail message queues, and auto-triggered request queues during their assigned tour. Provide support and customer service to users, promote and / or escalate problem, incident, and request action items. Provide real-time Service Desk coverage to meet and exceed service level requirements and end-user expectations.

General Tasks And Responsibilities Will Include

Provide front-line IT support for desktops, laptops, printers, mobile devices, and peripherals across the enterprise.
Serve as Level 1 and level 1/2 Desktop Support and first point of contact for end users across the enterprise.
Monitor and respond to Service Desk calls, emails, and ticket queues using ServiceNow, ensuring SLA compliance.
Troubleshoot and resolve hardware, software, OS (Windows/Mac), MS Office, email, VPN, and network issues.
Install, configure, and deploy desktops, laptops, printers, mobile devices (iPhone, iPad, Samsung), and related software.
Perform account management tasks, including password resets, access permissions, and Active Directory support.
Track, document, and update incident and service request tickets, ensuring accurate resolution records.
Escalate complex issues to Level 2/3 support following defined escalation procedures.
Maintain and manage IT inventory and assets, including deployed equipment, mobile devices, and software licenses.
Manage mobile device lifecycle, including provisioning, audits, billing validation, and recycling.
Participate in IT process improvement initiatives, workflow optimization, and Service Desk projects.
Support CI/CD deployment tools, endpoint management, and network monitoring as required.
Provide technical guidance and support to end users, ensuring a high level of customer service.
Remain current on enterprise technologies, Service Desk tools, and IT best practices.
Collaborate with cross-functional teams on hardware/software upgrades, system implementations, and technical initiatives.

Required Skills

Excellent Customer Service experience
Knowledge and experience installing and configuring Windows 7 & 10 desktops in an enterprise environment
Excellent verbal and written communication skills
Experience in desktop support and wireless network technologies
Ability to work on multiple projects simultaneously
ITIL Certification a plus
Capable of lifting and installing equipment up to 50 lbs.

Equipment/Machines Operated

General Office equipment (computer, scanner, printer, phones)
Extensive experience supporting Microsoft Operating Systems and Office Suite
Experience supporting and setup of Droid, iOS, and other PDA devices
Experience supporting internal clients remotely via Remote Control tools such as WebEx and RDP
Experience imaging and deploying new and replacement laptop and desktop equipment

Educational Level

A Baccalaureate Degree in relevant field from an accredited college or university; and,One year of experience in a business, government, hospital, educational institution or non-profit organization in analysis, development and implementation of systems, methods and procedures, management information development and data coordination.
Familiarity with EDP applications and data processing programs; or, A Master’s Degree in Management, Business Administration, Hospital Administration Management, Public Administration, Accounting or relevant field from an accredited college or university; or,
A satisfactory combination of education, training and experience. Years of Experience: A Baccalaureate Degree in relevant field from an accredited college or university; and,
One year of experience in a business, government, hospital, educational institution or non-profit organization in analysis, development and implementation of systems, methods and procedures, management information development and data coordination. Familiarity with EDP applications and data processing programs.

Innovee Consulting LLC

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Desktop Support Technician