Desktop Support Technician
Compu-Vision Consulting - washington, DC
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Title: Desktop Support Technician Location: Bronx, NY 10451 Duration: 6 Months Job Description: General tasks and responsibilities will include: • Have an understanding and use of client devices system management tools, utilizing Jamf, Apple Business Manager, Device Automation, Jamf Connect, Workspace One along with aptitude for process improvements and automation. • Troubleshoot and resolve client OSs; Windows, Linux, Chrome, macOS, iOS, iPadOS devices, sleds and peripherals, with the ability to identify and proactively resolve ongoing device issues • Check devices to ensure operating system upgrades • Test upgrades and applications for end user device deployments leveraging service automation tools. • Assist with consulting with device and application engineers to test solutions for desktop and device application solutions, including configuration management, repairs, maintenance, or operations of the New York City Health + Hospitals end-user devices. • Promptly analyzing incident tickets; end-user incoming call problems; and support requests to determine restoration strategy and approach • Providing direct, over the phone or remote troubleshooting of end-user devices and coordinate with local technical staff as appropriate to resolve issues in a timely fashion. • Required to travel to the various facilities within the five boroughs to provide onsite support and proactive maintenance as needed • Where and when restoration activities are beyond the scope, escalate within the End User Innovations team to have the issue resolved • Use diagnostic tools to troubleshoot problems associated with network connectivity; workstation hardware or software and applications; leveraging tools capabilities and methodologies to load, copy and customize operating system configurations • Performs general preventative and remedial maintenance tasks on end user devices and any other authorized peripheral equipment. • Performs walkthroughs of the facilities to validate and physically verify the location of supported equipment • Performs work in compliance within specified warranty requirements and returns defective equipment or parts to maintenance inventory, document customer repairs, maintains and restocks assigned parts inventory • Accurately and promptly record incidents and service request ticket work logs and service restoration activities in the incident management system with the date, time and restoration activities summaries • Maintains, follows, and consistently demonstrates a general knowledge of EITS and New York City Health + Hospitals guidelines, processes, practices, and procedures • Ensures that there is enough support to clients and provide friendly customer service to end-users and for local project implementations • Prepared and willing to do any other reasonable instruction or task on time and correctly • Managing time efficiently, effectively, set priorities appropriately, schedule calls, able to maintain professional demeanor under stress and operates within the standard operating procedures • Adhering to attendance and timesheet policy standards Minimum Qualifications: The Desktop Support Technician will serve as front-line, level 1, IT support for the NYCHHC enterprise, which includes seven 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 (I, II or III). 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. Other Preferred 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. • Familiarity with EDP applications and data processing programs.
Created: 2024-10-15