EITS Service Desk Analyst

NYC Health + Hospitals is the largest public health care system in the United States. We provide essential outpatient, inpatient and home-based services to more than one million New Yorkers every year across the city's five boroughs. Our large health system consists of ambulatory centers, acute care centers, post-acute care/long-term care, rehabilitation programs, Home Care, and Correctional Health Services. Our diverse workforce is uniquely focused on empowering New Yorkers.

At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons.

Work Shifts

9:00 A.M - 5:00 P.M

Performs duties that may be primarily remote, and may need to report to the office with a 48-hour notice for operational needs, and/or training purposes. Works flexibly across various locations and shifts as required by operational needs.

Duties & Responsibilities

Purpose of Functional Assignment:

Under supervision, serves as front-line Level 1, and Level 2 IT support for NYC Health + Hospitals. Actively monitors and answers phone calls, Live Chat interactions, e-mail messages, service portal support, and auto-triggered request queues during their assigned tour (I, II, or III). Focuses on delivering timely and effective assistance to end-users, emphasizing strong communication, problem-solving, and customer service skills, while applying knowledge of best IT practices within a healthcare IT setting. Provides real-time Service Desk coverage to meet service level requirements and exceed end-user expectations.

Examples of Typical Tasks:
1. Manages, documents, prioritizes, and actively resolves Level 1 and Level 2 IT related to Interactions, Incidents, Service Requests, Tasks / Catalogs, and Work Orders tickets from report to resolution.
2. Triages tickets to ensure accurate transfers and escalation, per Service Level Agreements (SLA).
3. Tracks, monitors and ensures ticket progress and closure per SLA, following escalation and paging procedures as required.
4. Provides support and services to end-users, seeking to resolve as many calls as possible at Level 1 & Level 2 and for application-related issues and requests.
5. Provides a positive experience to the end-users through meeting and exceeding expectations, and engendering confidence that requests will be resolved.
6. Provides end-users with a single point of contact for all IT related issues or requests.
7. Contributes to the ongoing improvement of the Service Desk processes and procedures.
8. Maintains technical knowledge on all IT technologies.
9. Performs duties that may be primarily remote, and may need to report to the office with a 48-hour notice for operational needs, and/or training purposes. Works flexibly across various locations and shifts as required by operational needs.
10. Participates in special projects as needed and perform other related duties as assigned.

Minimum Qualifications

Assignment Qualification Requirements:
1. Master's degree from an accredited college or university in Management, Business Administration, Hospital Administration Management, Public Administration, Accounting, or related discipline, or,
2. Bachelor's degree from an accredited college or university, and one (1) 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; or,
3. A satisfactory combination of education, training and experience.


Assignment Qualification Preferences:
1. A minimum of Associate's degree in Information Technology or a closely related discipline, and three (3) years of service desk or technical support experience; or,
2. Bachelor's Degree in Information Technology or a closely related discipline, and one (1) year of service desk or technical support experience.


Required Knowledge Areas, Skills, Abilities, and other Qualifications:
1. Understanding of ServiceNow.
2. Understanding of remote desktop tools (Bomgar).
3. Basic Network Troubleshooting.
4. Hardware and Software Troubleshooting.
5. Customer Service and strong documentation skills.
6. Ability to work independently and collaboratively within a fast-paced team environment.

Equipment/Machines and Software Operated:
1. General office equipment (e.g., computer, scanner, printer, phones).

Benefits

NYC Health and Hospitals offers a competitive benefits package that includes:

• Comprehensive Health Benefits for employees hired to work 20+ hrs. per week
• Retirement Savings and Pension Plans
• Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts
• Loan Forgiveness Programs for eligible employees
• College tuition discounts and professional development opportunities
• College Savings Program
• Union Benefits for eligible titles
• Multiple employee discounts programs
• Commuter Benefits Programs

If you wish to apply for this position, please apply online by clicking the "Apply for Job" button.

Note: Candidates selected for a position are required to come to NYC as part of their onboarding.