ABOUT NYC HEALTH + HOSPITALS

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.

MINIMUM QUALIFICATIONS

1. A high school diploma or its educational equivalent and four (4) years of satisfactory, full-time, paid experience in mainframe computer, mid-range computer, Windows Server, LAN or WAN computer environments and/or local desktop support, at least one (1) year of which must have been in a supervisory capacity; or
2. Education and/or experience equivalent to “1” above.

KNOWLEDGE, SKILLS, ABILITIES AND OTHER REQUIREMENTS:

• Strong problem-solving and analytical skills.
• Excellent communication and customer service skills.
• In-depth knowledge of operating systems, hardware, and software.
• Knowledge of Windows 10 and 11
• Ability to work independently and as part of a team.

YEARS OF EXPERIENCE:

• 4 years of satisfactory full-time experience within a computer environment.

PURPOSE OF FUNCTIONAL ASSIGNMENT:

Facility Desktop Support Technicians install, maintain, and troubleshoot all Information Technology (IT) equipment related to computers, scanners, label printers, medication carts, Workstations on Wheels (WOWs), and associated peripherals. They also assist the IT Asset Manager with departmental asset management.

EXAMPLES OF TYPICAL TASKS:

1. Diagnoses and resolves hardware and software issues on desktops, laptops, and peripheral devices.
2. Analyzes complex technical problems and implements effective solutions.
3. Troubleshoots network connectivity issues.
4. Provides technical assistance to end-users via phone, email, or in person.
5. Walks users through problem-solving steps.
6. Offers clear and concise explanations of technical issues.
7. Installs, configures, and upgrades operating systems, software applications, and hardware components.
8. Maintains and repairs computer equipment.
9. Manages software licensing and updates.
10. Manages and prioritizes support tickets through ServiceNow.
11. Documents all support activities and resolutions.
12. Completes user follow-ups to ensure issue resolution.
13. Maintains an accurate inventory of hardware and software.
14. Provides on-site technical support to users, addressing questions and issues related to AV systems for the network.
15. Performs other duties as assigned or required.