Junior 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

Duties & Responsibilities

Purpose of Functional Assignment:

Under supervision, provides Level 1 support for NYC Health + Hospitals. Focuses on delivering timely and effective assistance to end-users emphasizing developing strong communication, problem-solving, and customer service skills, while gaining foundational knowledge of IT best practices within a healthcare setting. Monitors and answers phone calls, live chat interactions, email messages, service portal support, and auto-triggered request queues during their assigned tour (I, II or III). Provides real-time Service Desk coverage to meet service level requirements and exceed end-user expectations.

Examples of Typical Tasks:
1. Assists in receiving, prioritizing, documenting, and resolving Level 1 Interactions, Incidents, Service Requests (Tasks/Catalogs), and Work Order tickets under guidance.
2. Maintains detailed and standardized documentation within all tickets to enable seamless collaboration and knowledge transfer across the team.
3. Provides Level 1 support to end-users, striving to resolve issues at the first point of contact with mentorship from senior team members.
4. Serves as a single point of contact for users regarding Service Desk activities, including Interactions, Incidents, Service Requests (Tasks / Catalogs), and Work Orders.
5. Triages, tracks, and monitors tickets, ensuring accurate transfers and escalations, adhering to Service Level Agreements (SLAs).
6. Assists in providing support for application-related issues and requests.
7. Contributes in providing a positive customer experience by meeting expectations and building trust in resolution processes.
8. Contributes to the ongoing improvement of the Service Desk processes and procedures.
9. Develops and maintain technical knowledge on all IT technologies.
10. 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.
11. Participates in special projects as assigned and perform other duties as required.

Minimum Qualifications

Assignment Qualification Requirements:
1. Bachelor's degree from an accredited college or university in Industrial Engineering, Systems, Industrial Management, Business Administration or related disciplines; or,
2. Two years of technical training or education beyond the High School level, with a minimum of two years of full-time, paid experience in the field of industrial engineering, systems analysis, methods and procedures, work simplification, cost reductions, Electronic Data Processing (EDP) data processing applications, forms designs and control; or,
3. A satisfactory combination of the above.

Assignment Qualification Preferences:
1. A minimum of High School diploma or educational equivalent and four (4) years 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 Hardware and Software Troubleshooting.
4. Customer service skills and strong documentation skills

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

Department Preferences

Required Knowledge Areas, Skills, Abilities, and other Qualifications:
1. Understanding of ServiceNow.
2. Understanding of remote desktop tools (Bomgar).
3. Basic Hardware and Software Troubleshooting.
4. Customer service skills and strong documentation skills.

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.