Desktop Support Technician

Specific Tasks

• Provide Level 1 and Level 1.5 technical support as a single point of contact for incidents, problems, and service requests.
• Install, configure, support, and troubleshoot desktops, laptops, printers, mobile devices, operating systems, applications, and networks in a multi-office environment.
• Diagnose and resolve hardware, software, application, and network issues, including unique and non-recurring problems.
• Receive, document, prioritize, track, escalate, and resolve service requests and incidents in accordance with SLAs.
• Accurately document issue resolution and activity within the ServiceNow ticketing system.
• Monitor ticket progress, follow escalation and paging procedures, and close tickets upon resolution.
• Provide support for common user issues such as password resets, Microsoft Office, Windows, and mobile device functionality.
• Deliver a positive customer experience by meeting or exceeding service expectations.
• Participate in the deployment and implementation of new hardware, software, and technology solutions, ensuring user readiness and training.
• Maintain technical knowledge of Service Desk tools, monitoring systems, and emerging technologies.
• Contribute to continuous improvement of Service Desk processes and procedures.
• Maintain accurate IT asset and inventory records for deployed and in-stock equipment, including make, model, serial number, asset tag, and location.
• Validate deployed equipment to ensure inventory databases remain current.
• Procure, support, audit, and manage mobile devices including iPhone, iPad, and Samsung devices.
• Manage mobile device recycling programs and ensure adequate par-level stock.
• Perform bi-monthly mobile device audits to optimize plans and update mobile catalogs.
• Perform monthly analysis, validation, and approval of telecom invoices including landline, data, and wireless services.
• Track, resolve, and escalate billing discrepancies with carriers and provide reports to management.
• Track product quality throughout its lifecycle and report defects or process gaps.
• Participate in budget planning, cost analysis, and operating cost reviews.
• Support special projects and perform additional duties as assigned.
• Demonstrate strong problem-solving, communication, and customer service skills.
• Remain flexible to work various shifts and multiple locations as required.
• Maintain a strong desire to continually learn new technologies and products.

• Knowledge and hands-on experience with Oracle Cloud Core HR and Compensation modules.
• Successful completion and/or participation in at least three (3) full life-cycle Oracle Cloud Core HR implementations.
• Experience implementing additional Oracle Cloud modules is a plus.
• Experience with PeopleSoft HCM is a plus.
• Health care industry experience is a plus, including familiarity with regulated or large-scale operational environments.
• Knowledge of New York City Health + Hospitals Corporation systems, policies, and business processes is a plus.
• Experience with ServiceNow software.
• Experience supporting HR-related functions including Human Resources, Compensation, Payroll, Recruiting, Performance Management, Absence Management, and Benefits.
• Strong analytical, problem-solving, and troubleshooting skills with the ability to identify issues and determine corrective actions.
• Ability to manage multiple assignments, prioritize workload, and work independently with minimal supervision.
• Strong written and verbal communication skills with the ability to collaborate effectively with technical teams, business users, and leadership.
• Proficiency in Microsoft Office applications including Excel, Word, PowerPoint, Project, and Visio.
• Experience supporting system implementations, upgrades, and quarterly release cycles.

• 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

• A Baccalaureate Degree in relevant field from an accredited college or university;
• 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.