Help Desk Technician

Position Purpose:

Our organization operates several multi-disciplinary ambulatory care centers throughout New York City that were created to serve our Union members and their families. We offer Primary Care, Dental, Radiological, Vision, Mental Health, and other Specialist services at our facilities at no charge to our Union members, removing the financial roadblock that many people face when trying to obtain quality medical care. As an IT Support (Help Desk) Technician, you will serve as the first point of contact for inbound help desk tickets, providing prompt and effective troubleshooting for a wide variety of technical issues. You will assist end users with IT-related problems, offer training, and ensure that all service requests are handled efficiently. When necessary, you will escalate unresolved issues to higher-level teams within the IT department. This role demands a proactive and dedicated approach to supporting incidents and requests, regardless of how they are submitted. Additionally, you will be responsible for building and repairing computers to ensure seamless operations.

This position is ideal for individuals with a strong passion for technology, excellent communication skills, and a commitment to delivering top-tier customer service. This role is mainly based out of our Brooklyn Health Center, but you must have the ability to travel between company locations as needed is required.

Position Qualifications:

• Monitor and respond to system failures and alarms, ensuring timely resolution of issues
• Record, track, and update service outages, responding to service requests in a timely manner
• Provide initial troubleshooting for incidents, offering remote assistance for a variety of software and hardware, including computers, printers, phones, AV systems, and network access.
• Create and update support tickets with detailed information, ensuring the collection of all relevant data for resolution and knowledge base improvement
• Adhere to and enforce IT security policies and procedures in all support activities
• Evaluate incidents and requests, triaging and assigning tickets to the appropriate teams or technicians for further resolution
• Contribute to the IT knowledge base by creating or updating helpful articles based on recurring issues and solutions
• Configure, train, and deploy computer systems and software to meet the specific needs of users at various locations
• Manage IT assets throughout their lifecycle, including receiving, storing, configuring, tagging, and deploying equipment such as computers, phones, AV systems, and network devices
• Deploy software images and perform installations both on-site and remotely
• Document all actions taken during the resolution process, maintaining a thorough record of both successful and unsuccessful attempts
• Escalate complex issues to Level 2 or Level 3 technicians and communicate effectively with senior technical teams
• Monitor trends in service requests and suggest improvements or reconfigurations to enhance system efficiency and user experience
• Travel to various company facilities as needed to perform on-site support and system deployments
• Perform regular walk-arounds on facility floors to ensure proactive monitoring and to address any immediate IT needs
• Other duties and responsibilities as assigned by your supervisor

Education and Experience:

• Prior experience in help desk support, system administration, or field support
• In-depth knowledge of Windows 10 and 11, and Microsoft 365
• Experience working with ticketing system software
• Knowledge of printer setups and overall network topology
• Excellent troubleshooting skills

Working Conditions:

• Walking, sitting, standing for moderate periods of time
• Ability to lift up to 50 lbs
• Willingness to travel to company facilities as required

Benefits and Compensation

We offer a competitive salary including but not limited to, the following benefits:

• Medical, Dental, and Vision health benefits at no cost to all benefits-eligible employees and their eligible dependents
• Paid Time Off (Vacation, Personal, Sick Days, and Paid Holidays)
• 401(k) plan with Employer Contribution
• Life Insurance
• Tuition Reimbursement
• Member's Health Assistance Program
• Pre-Paid Legal Services