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.
