IT Technician

Location

Bronx, NY | United States

Job description

Justification: Due to the amount of work required to support the enterprise, including maintaining the hardware and software standards, configuration, troubleshooting and process documentation, we need to augment the staff to meet the go live dates.
The increased number of systems we support and manage, the devices added per facility to support patient communalization and other initiatives require additional support to ensure appropriate geographical support and reduce mean time to resolve issues. Continuity of service and having staff to account for leave and ensuring knowledge transfer of skillset to maintain the high quality of work produced and balance the workload to skilled employees
This position will be backfilled and the work still needs to be covered while we work with HR to post and recruit for the FTE Line
the candidate then if qualified can be placed into the FTE Line Principal Duties: General tasks and responsibilities will include:
• Develop an understanding and use of Apple devices system management tools, utilizing Jamf, Apple Business Manager, Device Automation, Enterprise Connect along with aptitude for process improvements and automation.
• Troubleshoot and resolve macOS, iOS, iPadOS devices, sleds and peripherals, with the ability to identify and proactively resolve ongoing device issues
• Coordinate device operating system upgrades, ensuring notifications are sent out about scheduled downtime required to complete the upgrades
• Test upgrades and applications for Apple 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 Clients 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 Product, 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
• Primary provide onsite support at Client along with proving secondary support at all other facilities. Subject to change to meet the System wide support requirements
• 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 Clients 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 Minimum Qualifications: The IT Technician works under the direction of the Assistant Director and/or Director and is responsible for assisting with IT desktop and laptop (including scanners, monitors, keyboards and mice). The IT Technician's day -to -day activities associated with the delivery of IT and administrative services within EITS. The IT Technician will also be responsible and accountable for management of hardware deployments and inventories in his/her care by following the process provide.
General Tasks and Responsibilities Will Include:
• Point of contact for end-user's assistance to receive technical support for desktops, printers, scanners, devices and equipment
• Responsible for day to day technical support and timely resolution of end-user's desktop related issues, incident tickets and optimal restoration solution provided to end-users
• Providing direct, over the phone or remote troubleshooting of end-user desktop, equipment, application, device communication and connectivity issues in a timely fashion
• Imaging, Installing, diagnosing, repairing, maintaining, and upgrading desktop, devices, equipment, software applications and operating system
• Supporting all hardware and software Add, Change, Move, Install, Imaging, Upgrade of desktops, printers, scanners, devices, equipment and ensure optimal performance of the end-user workstations
• Ensuring desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, application servers, and administrative systems to help minimize end-user's downtime
• Where and when necessary perform restoration activities working with other team's access teams
• Escalates issues/problems to proper tier 2, tier 3 support team members and vendors as the case may be
• Performs general preventative and remedial maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment
• Performs work in compliance within specified warranty requirements and returns defective equipment/parts to maintenance inventory, document customer repairs, maintains and restocks assigned parts inventory
• Promptly analyzing incident tickets and end-user incoming call problems and support requests to determine restoration strategy and approach
• Facilitate end-user's desktop data and application restoration and recovery
• Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software
• Responsible for tracking hardware and software inventory
• Familiarize and assist end-users on basic software, hardware and peripheral device operation and use
• Works with vendor support contacts to resolve technical issues within the desktop environment
• Arranging and preparing equipment for shipping/receiving and disposition
• Accurately and promptly record incident/issue and service request ticket work logs and service restoration activities in the incident management system with the date, time and restoration activities summaries
• Developing in-depth skills and technical knowledge of each system and sub-systems in current and new technologies
• Maintaining adequate and industry awareness of knowledge of operating systems and application software used to provide a high level of support
• Maintains, follows and consistently demonstrates a general knowledge of team policy guidelines, processes and procedures
• Prepares and willing to do any other reasonable and lawful instruction/task on time and correctly
• Managing time efficiently, effectively, setting priorities appropriately, schedule calls, able to maintain professional demeanor under stress and operate within customer support standard operating procedures
• Broad knowledge and expertise in the characteristics of computers, peripheral devices, communications systems and hardware capabilities, programming languages, E.D.P. applications, systems analysis methodology, data management and retrieval techniques;
• Maintains proper grooming and adheres to attendance and timesheet policy standards.
Other Preferred Skills:
• Broad knowledge and expertise in the characteristics of computers, peripheral devices, communications systems and hardware capabilities, programming languages, E.D.P. applications, systems analysis methodology, data management and retrieval techniques;
Knowledgeable In:
• Microsoft Operating Systems
• Microsoft Office
Educational Level:
• A Baccalaureate Degree from an accredited college or university with a major in Computer Science, Systems Engineering, applied Mathematics, Business Administration, Economics/Statistics, Telecommunications, Data Communications, or a related field of study; and
• Network Services requires a telecommunications background and experience.
• A satisfactory equivalent combination of training, education, and experience.
Years of Experience:
• Five (5) years of progressive, responsible experience in the field of data processing, computer systems, and applications.
• Operations Specialty requires supervisory experience (5 years).

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