Lead Technician - Executive VIP

NYU Langone Health is a fully integrated health system that consistently achieves the best patient outcomes through a rigorous focus on quality that has resulted in some of the lowest mortality rates in the nation. Vizient Inc. has ranked NYU Langone the No. 1 comprehensive academic medical center in the country for three years in a row, and U.S. News & World Report recently placed nine of its clinical specialties among the top five in the nation. NYU Langone offers a comprehensive range of medical services with one high standard of care across 6 inpatient locations, its Perlmutter Cancer Center, and over 320 outpatient locations in the New York area and Florida. With $14.2 billion in revenue this year, the system also includes two tuition-free medical schools, in Manhattan and on Long Island, and a vast research enterprise with over $1 billion in active awards from the National Institutes of Health. For more information, go to NYU Langone Health, and interact with us on LinkedIn, Glassdoor, Indeed, Facebook, Twitter, YouTube and Instagram. Position Summary We have an exciting opportunity to join our team as a Lead Technician - Corporate Services. In this role, the successful candidate will work as an independent contributor IT professional, applying technical expertise in one or more IT disciplines. Provides and maintains a reliable technical infrastructure to effectively serve the customer community. This may include running, maintaining, and troubleshooting systems, servers, networks, and/or desktop environments; responding promptly and effectively to customer problems; directly resolve the problems or upscale to the appropriate resource and monitor its effective resolution. Receives general direction, work in progress is reviewed routinely. Job Responsibilities Performs additional duties as assigned. Customer Service and Communication: a. Demonstrate an ability to communicate technical terms, MCIT policies, and difficult messages to end users in a service oriented fashion. b. Provide one-on-one instructions/training/guidance to end users and the help desk on use of hardware/software and standard procedures. c. Provide exemplary customer service across all levels of the organization; embrace a never-say-no attitude when addressing customer issues. d. Follow established guidelines and standards to communicate consistent messages aligned with other members of MCIT. Technical Skills (End User Device administration/configuration/support/troubleshooting, Use of tools and utilities): a. Responsible for the implementation, installation, maintenance and support of End User Infrastructure Support equipment, software and connectivity for PDAs, PCs Macintosh and Windows workstations, printers, LAN, AV, Video conferencing, telephone. b. Responsible to implement known solutions to software and hardware problems and perform basic troubleshooting in their area of expertise. c. Provide over-the-phone and on-site Tier 2 assistance to users: problem identification, instruction, and resolution of problems; elevate to Tier 3 when necessary. d. Perform diagnostic checks on desktop computers to maintain machine capabilities and freedom from viruses. e. Independently design technical solutions for modules of a project, or to resolve most problems and select appropriate work procedures or approaches to address technical challenges. Administrative Tasks & Record Keeping (Journal Notes, Innotas Entries, etc.): a. Responsible to assist with creation and maintenance of written documentation on problem solutions, tool configurations and end user documentation. b. Monitor the assigned desktop queue(s) in the Front Range ticket system. Log real time written journal entries documenting actions taken on all ticket requests. Close tickets within established service levels. c. Be compliant with all responsibilities and administrative tasks: Innotas, timely journal entries, use of standard email templates, etc. Project Participation: a. Assist and participate in implementing and planning small projects or projects that are specific to the tech's assigned department. b. Involved in the installation, rollout, and/or upgrade of new software, hardware, systems, servers, networks, etc. c. Participates in testing and evaluating new software, hardware, systems, servers, networks, etc. and implements prototypes. ITSM Metrics: a. Responsible to resolve specified number of tickets per day. b. Responsible to resolve percentage of monthly tickets using remote support tools. c. Responsible to resolve percentage of monthly tickets at desktop site using mobile tools and devices. d. Responsible for publishing ticket updates to self-service interface in order to keep end-users apprised of the status of their request. e. Using established technology, technician is responsible for notifying all users of ticket ownership and contact information. f. Responsible to close tickets in a timely manner while striving to reduce the mean time to resolve each issue. Additional Position Specific Responsibilities Must be able to lift ≥ 40 pounds. Nights/weekends/off-peak hours work as required. Minimum Qualifications To qualify you must have a BA/BS degree with 4 or more years of related experience. Qualified candidates must be able to effectively communicate with all levels of the organization. NYU Langone Health provides its staff with far more than just a place to work. Rather, we are an institution you can be proud of, an institution where you'll feel good about devoting your time and your talents. At NYU Langone Health, we are committed to supporting our workforce and their loved ones with a comprehensive benefits and wellness package. Our offerings provide a robust support system for any stage of life, whether it's developing your career, starting a family, or saving for retirement. The support employees receive goes beyond a standard benefit offering, where employees have access to financial security benefits, a generous time-off program and employee resources groups for peer support. Additionally, all employees have access to our holistic employee wellness program, which focuses on seven key areas of well-being: physical, mental, nutritional, sleep, social, financial, and preventive care. The benefits and wellness package is designed to allow you to focus on what truly matters. Join us and experience the extensive resources and services designed to enhance your overall quality of life for you and your family. NYU Langone Health is an equal opportunity employer and committed to inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration. We require applications to be completed online. View Know Your Rights: Workplace discrimination is illegal. NYU Langone Health provides a salary range to comply with the New York state Law on Salary Transparency in Job Advertisements. The salary range for the role is $101,493.51 - $115,951.87 Annually. Actual salaries depend on a variety of factors, including experience, specialty, education, and hospital need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits. To view the Pay Transparency Notice, please click here. #J-18808-Ljbffr