NYC HHC Cob000002245 Service Desk Analyst

Desktop Support Technician

Voyatek delivers outcome-driven technology solutions to public sector agencies and higher education institutions nationwide. With a focus on Tax & Revenue, Health & Human Services, and Justice & Public Safety, Voyatek combines the scale to support large complex projects with the agility and accessibility of a boutique solutions provider. We're more than a technology company -- we're an outcomes company.

Voyatek is seeking applicants to occupy the position of Desktop Support Technician within our team NYC Health and Hospitals. This contract is 3 months and subject to renewal.

Key Responsibilities:

The Desktop Support Technician will serve as front-line, level 1, IT support for the NYCHHC enterprise, which includes seven hospital networks and the corporate office. Monitor and answer the Service Desk phone, e-mail message queues, and auto-triggered request queues during their assigned tour (I, II or III). Provide support and customer service to users, promote and / or escalate problem, incident, and request action items. Provide real-time Service Desk coverage to meet and exceed service level requirements and end-user expectations.

General Tasks and Responsibilities Will Include:

• Provide support of computer hardware, operating systems, networks, and applications
• Install and configure computer desktops, laptops, printer, mobile devices and software.
• Experience troubleshooting and resolving computer and network issues in a multi-office work environment
• Participate in the implementation of new hardware and products to ensure the application meet the business requirements and the team is trained in their use
• Excellent problem-solving skills
• Strong communication skills
• Hardware and Software troubleshooting
• Customer service focused
• Experience controlling IT inventory, assets and deployed software
• Provide accurate and detail documentation of resolution in the Service Now Ticketing system
• Desire to continually learn new technologies and products
• Prior experience with ServiceNow ticketing system
• Demonstrated experience diagnosing and resolving unique, nonrecurring problems associated with application software and operating systems; determining the source of problems and detailing their level, priority and nature.
• Manage level 1 and 1 1/2 service Incidents/requests from report to resolution
• Provide support and services to users, seeking to resolve as many calls as possible at level 1 and 1 1/2
• Provide customer with a single point of contact for Service Desk activities, for problems, incidents and request items
• Contribute to the continuous process improvement of the Service Desk Area
• Remain technically knowledgeable and current on all Service Desk tools in use in the Data Center such as ServiceNow performance monitoring tools
• Receive, prioritize, document and actively resolve end user help requests
• Triage requests to ensure accurate transfers and escalation, per service level agreements (SLA)
• Track open tickets and monitor ticket progress per SLA, close ticket items when resolved
• Follow escalation and paging procedures to ensure SLAs are being met
• Provide support and services to users, seeking to resolve as many calls as possible at level 1: Provide support for issues related to password resets, MS Office, Windows, as well as some issues
• Provide customer with a single point of contact for Service Desk activities, for problems, incidents and request items
• Provide a positive experience to clients through meeting and exceeding customer expectations, and engendering confidence that requests will be resolved
• Participate in special projects as needed and perform other duties as assigned
• Must be able to work independently as well as work as part of a fast-moving team
• Must be able to work at various locations when necessary along with working various shifts.

Qualifications:

General Office equipment (computer, scanner, printer, phones) Extensive experience supporting Microsoft Operating Systems and Office Suite Experience supporting and setup of Droid, iOS, and other PDA devices Experience supporting and internal clients remotely via Remote Control tools such as WebEx and RDP Experience imaging and deploying new and replacement laptop and desktop equipment Educational Level: A Baccalaureate Degree in relevant field from an accredited college or university;and, One 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. Familiarity with EDP applications and data processing programs; or, A Master's Degree in Management, Business Administration, Hospital Administration Management, Public Administration, Accounting or relevant field from an accredited college or university; or, A satisfactory combination of education, training and experience. Years of Experience: A Baccalaureate Degree in relevant field from an accredited college or university;and, One 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. Familiarity with EDP applications and data processing programs.

Preferred Qualifications:

Excellent Customer Service experience Knowledge and experience installing and configuring Windows 7 & 10 desktops in an enterprise environment Excellent verbal and written communication skills Experience in desktop support and wireless network technologies Ability to work on multiple projects simultaneously ITIL Certification a plus Capable of lifting and installing equipment up to 50 lbs.

The wage range for this role reflects the wide array of factors considered in compensation decisions. These factors include, but are not limited to, skill sets, experience, training, licensure and certifications, and geographic location. Compensation decisions are based on the unique facts and circumstances of each case. A reasonable estimate of the hourly range is $20.00 - $35.00.

At Voyatek, we believe in supporting our employees with a comprehensive benefits package designed to enhance their well-being and professional growth. Please note that eligibility for certain benefits may vary based on your role and employment status. Flexible Work Schedules Health, Dental, and Vision Insurance Medical, Limited, & Dependent Flexible Spending Accounts (FSA)Health Savings Account (HSA) with Employer ContributionsCompany-Paid and Voluntary Life InsuranceLong and Short-Term Disability InsuranceAccident, Critical Illness, & Hospital Indemnity Insurance401(k) Retirement Plan with Company Match and Immediate VestingWellhub Fitness and Wellness PlatformPet InsuranceTraining OpportunitiesEmployee Referral Bonus Program

We are committed to fostering a workplace that supports both your personal and professional aspirations. As part of our commitment to maintaining a compliant workplace, all final candidates will undergo and must successfully pass a pre-employment (post offer) background check. The background check may include, but is not limited to, verification of employment history, education, criminal records, and other relevant checks. Background check results will be evaluated in accordance with applicable law. For certain positions, additional client-specific background screenings may be required at the time of hire or in the future, in accordance with client requirements.

Voyatek provides equal employment opportunities to all employees and applicants for employment. Voyatek will make employment decisions without regard to race, color, creed, ancestry, national origin, citizenship, sex or gender (including pregnancy, childbirth, and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status or domestic violence victim status, religion, age, disability, genetic information, service in the military, or any other characteristic protected by applicable federal, state, or local laws and ordinances. Employment decisions include all terms and conditions of employment, including recruitment and hiring, job assignment/ placement, promotion, upgrading, demotion, termination, layoff, recall, transfer, leave of absence, rates of pay or other compensation, internship, and training.

Minimum Salary: 20.00 Maximum Salary: 35.00 Salary Unit: Hourly