Desktop Support Technician - Spruce Technology, Inc.
New York, NY 10004
About the Job
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:
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.
General Tasks and Responsibilities Will Include:
- Oversee procurement, inventory, and lifecycle management of HERCC One Talk, flip phones, and cradle point routers.
- Perform monthly invoice analysis, validation, and payment approvals for HERCC device services, resolving billing disputes and providing escalation and status reports to the Director.
- Maintain accurate inventory records and databases for deployed and in-stock devices, including make, model, PO numbers, serial numbers, IT inventory numbers, locations, and device names.
- Validate deployed equipment to ensure records for location and phone numbers are current, maintaining appropriate inventory levels.
- Support budgetary planning and cost studies, contributing to department budgets for HERCC devices and analyzing improvements for equipment deployment.
- Provide end-user support for computer hardware, operating systems, networks, and applications, including installation and configuration of desktops, laptops, printers, mobile devices, and software.
- Troubleshoot and resolve computer and network issues in a multi-office environment, ensuring effective and timely incident resolution.
- Manage level 1 and 1.5 service incidents and requests from initial report to resolution, including password resets, MS Office, and Windows issues.
- Serve as a single point of contact for Service Desk activities, logging, triaging, and prioritizing user requests, monitoring ticket progress to meet SLA requirements, and closing resolved tickets.
- Document resolutions accurately in ServiceNow and actively contribute to continuous improvement of Service Desk processes.
- Participate in new hardware and product implementations, ensuring team readiness and alignment with business requirements.
- Engage in special projects, demonstrating adaptability to work independently or as part of a fast-paced team, and at various locations or shifts as necessary.
- Provide a positive customer experience, meeting and exceeding client expectations while ensuring SLA adherence and quality service delivery.
- Remain technically current on Service Desk tools and continuously learn new technologies and products.
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.
Source : Spruce Technology, Inc.
