Desktop Support Technician - Spruce Technology, Inc.

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:

• Architecture, design, implementation, and administration of Unified Communications systems.
• Procure and manage mobile devices (iPhone, iPad, Samsung).
• Coordinate with telecom carriers during implementations and outages.
• Perform monthly invoice analysis, validation, and payment approval for landline, long distance, data, and wireless to ensure vendor contract compliance.
• Provide support for computer hardware, operating systems, networks, and applications.
• Install and configure desktops, laptops, printers, mobile devices, and software.
• Troubleshoot and resolve computer and network issues in multi-office environments.
• Implement new hardware and products, ensuring business requirements are met and team is trained.
• Excellent problem-solving and strong communication skills.
• Hardware and software troubleshooting; customer service focused.
• Control IT inventory, assets, and deployed software.
• Document resolutions accurately in ServiceNow.
• Continually learn new technologies and products.
• Experience with ServiceNow ticketing system.
• Diagnose and resolve unique, nonrecurring software and OS issues; determine problem source, priority, and nature.
• Manage Level 1 and Level 1.5 service incidents/requests from report to resolution.
• Act as the single point of contact for Service Desk activities, handling problems, incidents, and requests.
• Contribute to continuous improvement in the Service Desk area.
• Maintain knowledge of all Service Desk tools in the Data Center, including performance monitoring tools.
• Receive, prioritize, document, and resolve end-user help requests.
• Triage requests and monitor ticket progress per SLA, close tickets upon resolution.
• Follow escalation procedures to ensure SLAs are met.
• Support for password resets, MS Office, Windows, and related issues.
• Provide a positive customer experience, meeting and exceeding expectations.
• Participate in special projects as needed and work independently or in teams.
• Perform bi-monthly mobile device audits to assess plan cost-effectiveness; communicate findings to management.
• Track and resolve billing disputes, escalate issues, and present findings to the Director.
• Manage mobile phone recycling and inventory program.
• Oversee paging systems and equipment.
• Support Send Word Now notifications and system updates.
• Research and clear past-due balances, ensure credits are received and applied.
• Maintain an accurate inventory of telecom circuits, numbers, and equipment.
• Work with vendors to resolve claims accurately and promptly.
• Configure and install various CISCO IP Phone models on CUCM and manage day-to-day maintenance of Cisco Unified Contact Center.
• Configure IP Phones for extension mobility across desktops and phones.
• Perform MAC (move, add, change) on Cisco Unity Connection.
• Attend all Telecommunications and HHC training sessions (VoIP, Media, Breakthrough, Customer Service).
• Perform other duties as assigned.

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;
• 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.
Candidates - MUST BE LOCAL TO NYC/NJ/SOUTHERN CONNECTICUT AREA.
Role is ONSITE
Address: 50 Water Street NY, NY 10004

Spruce Technology, Inc. is a mid-size, award-winning (Inc 5000, SmartCEO, Entrepreneur of the Year) technology services firm with a steadily growing portfolio of commercial and government clients. Spruce provides innovative technology solutions, specialized IT staff, and IT strategy consulting nationwide. Spruce maintains partnerships with major technology vendors and continually develops leading-edge offerings in service areas such as digital experience, data services, application development, infrastructure, cyber security, and IT staffing.

Spruce Technology, Inc. is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Consistent with the Americans with Disabilities Act, it is the policy of Spruce Technology, Inc. to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process.