Desktop Support Technician

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.