Desktop Support Technician - Compu-Vision Consulting Inc.
Columbia, MD 21046
About the Job
Title: Desktop Support Technician
Location: New York, NY 10029
Duration: 6 months
Job Description:
Hands on experience in architecture/design, implementation & administration of Telecom Unified Communications Systems.
" Mobile device procurement iPhone, iPad and Samsung devices
" Manage mobile phone recycle and inventory program.
" Manage paging systems and equipment (Beepers)
" Create and manage spreadsheets to track analyze and monitor trends /systems.
" Working with Telecom carriers during implementations and outages
" Perform monthly invoice analysis, validation, and payment approval on all land, long distance, data, and wireless invoices to ensure compliance with vendor contracts.
" Perform bimonthly mobile device audits to determine if we should select a more cost-effective plan, or need to update our mobile catalog, and communicate concerns to managers.
" Track and resolve billing disputes/discrepancies with various carriers, present escalation issues, status reports and findings to Director.
" Assist in facility's Emergency Notifications and systems update.
" Research past due balances to ensure they are cleared in a timely manner, and ensure credits are received and applied.
" Maintain an accurate inventory of all telecom circuits, numbers, and equipment.
" Work directly with vendor to resolve claims in an accurate and timely manner.
" Assist in configuring and installing various PBX/CISCO IP Phone models on CUCM various versions.
Minimum Qualification:
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.
General Tasks and Responsibilities Will Include:
" Provide support of computer hardware, operating systems, networks, and applications
" Install and configure computer desktops, laptops, printer, mobile devices and software.
" Experience troubleshooting and resolving computer and network issues in a multi-office work environment
" Participate in the implementation of new hardware and products to ensure the application meet the business requirements and the team is trained in their use
" Excellent problem-solving skills
" Strong communication skills
" Hardware and Software troubleshooting
" Customer service focused
" Experience controlling IT inventory, assets and deployed software
" Provide accurate and detail documentation of resolution in the Service Now Ticketing system
" Desire to continually learn new technologies and products
" Prior experience with ServiceNow ticketing system
" Demonstrated experience diagnosing and resolving unique, nonrecurring problems associated with application software and operating systems; determining the source of problems and detailing their level, priority and nature.
" Manage level 1 and 1 1/2 service Incidents/requests from report to resolution
" Provide support and services to users, seeking to resolve as many calls as possible at level 1 and 1 1/2
" Provide customer with a single point of contact for Service Desk activities, for problems, incidents and request items
" Contribute to the continuous process improvement of the Service Desk Area
" Remain technically knowledgeable and current on all Service Desk tools in use in the Data Center such as ServiceNow performance monitoring tools
" Receive, prioritize, document and actively resolve end user help requests
" Triage requests to ensure accurate transfers and escalation, per service level agreements (SLA)
" Track open tickets and monitor ticket progress per SLA, close ticket items when resolve
" Follow escalation and paging procedures to ensure SLAs are being met
" Provide support and services to users, seeking to resolve as many calls as possible at level 1:
" Provide support for issues related to password resets, MS Office, Windows, as well as some issues Provide customer with a single point of contact for Service Desk activities, for problems, incidents and request items
" Provide a positive experience to clients through meeting and exceeding customer expectations, and engendering confidence that requests will be resolved
" Participate in special projects as needed and perform other duties as assigned
" Must be able to work independently as well as work as part of a fast-moving team
" Must be able to work at various locations when necessary along with working various shifts.
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.
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.
Location: New York, NY 10029
Duration: 6 months
Job Description:
Hands on experience in architecture/design, implementation & administration of Telecom Unified Communications Systems.
" Mobile device procurement iPhone, iPad and Samsung devices
" Manage mobile phone recycle and inventory program.
" Manage paging systems and equipment (Beepers)
" Create and manage spreadsheets to track analyze and monitor trends /systems.
" Working with Telecom carriers during implementations and outages
" Perform monthly invoice analysis, validation, and payment approval on all land, long distance, data, and wireless invoices to ensure compliance with vendor contracts.
" Perform bimonthly mobile device audits to determine if we should select a more cost-effective plan, or need to update our mobile catalog, and communicate concerns to managers.
" Track and resolve billing disputes/discrepancies with various carriers, present escalation issues, status reports and findings to Director.
" Assist in facility's Emergency Notifications and systems update.
" Research past due balances to ensure they are cleared in a timely manner, and ensure credits are received and applied.
" Maintain an accurate inventory of all telecom circuits, numbers, and equipment.
" Work directly with vendor to resolve claims in an accurate and timely manner.
" Assist in configuring and installing various PBX/CISCO IP Phone models on CUCM various versions.
Minimum Qualification:
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.
General Tasks and Responsibilities Will Include:
" Provide support of computer hardware, operating systems, networks, and applications
" Install and configure computer desktops, laptops, printer, mobile devices and software.
" Experience troubleshooting and resolving computer and network issues in a multi-office work environment
" Participate in the implementation of new hardware and products to ensure the application meet the business requirements and the team is trained in their use
" Excellent problem-solving skills
" Strong communication skills
" Hardware and Software troubleshooting
" Customer service focused
" Experience controlling IT inventory, assets and deployed software
" Provide accurate and detail documentation of resolution in the Service Now Ticketing system
" Desire to continually learn new technologies and products
" Prior experience with ServiceNow ticketing system
" Demonstrated experience diagnosing and resolving unique, nonrecurring problems associated with application software and operating systems; determining the source of problems and detailing their level, priority and nature.
" Manage level 1 and 1 1/2 service Incidents/requests from report to resolution
" Provide support and services to users, seeking to resolve as many calls as possible at level 1 and 1 1/2
" Provide customer with a single point of contact for Service Desk activities, for problems, incidents and request items
" Contribute to the continuous process improvement of the Service Desk Area
" Remain technically knowledgeable and current on all Service Desk tools in use in the Data Center such as ServiceNow performance monitoring tools
" Receive, prioritize, document and actively resolve end user help requests
" Triage requests to ensure accurate transfers and escalation, per service level agreements (SLA)
" Track open tickets and monitor ticket progress per SLA, close ticket items when resolve
" Follow escalation and paging procedures to ensure SLAs are being met
" Provide support and services to users, seeking to resolve as many calls as possible at level 1:
" Provide support for issues related to password resets, MS Office, Windows, as well as some issues Provide customer with a single point of contact for Service Desk activities, for problems, incidents and request items
" Provide a positive experience to clients through meeting and exceeding customer expectations, and engendering confidence that requests will be resolved
" Participate in special projects as needed and perform other duties as assigned
" Must be able to work independently as well as work as part of a fast-moving team
" Must be able to work at various locations when necessary along with working various shifts.
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.
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.
Source : Compu-Vision Consulting Inc.
