Weill Cornell Medical College Desktop Support Technician II in New York, New York
Under direct supervision, provides on-site service and support to staff, faculty and students for computer and mobile device hardware, software, and network connectivity This role monitors and prioritizes the Service Desk phone line, e-mail message queues and automated request queue to ensure that all incidents and requests are resolved according to service level agreements and properly escalated when necessary
May develop, maintain and/or disseminate departmental or functional specific policies and procedures. May also be responsible for maintaining a departmental standard operating procedures (SOP) manual if available.
Uses a ticketing system to manage assigned cases. Logs all activities and case updates. Creates and maintains accurate asset records for all devices worked on.
Updates and manages IP address assignments within a database.
Tags departmental desktops, laptops, mobile devices, and printers, providing them with standard software, full network connectivity and user configuration.
Ensures that all devices meet institutional security standards in regards to encryption, management, and protection prior to connecting them to the network. Activates physical network connections within supported data closets.
Answers end-user technology questions and provides general information regarding departmental computing policies and service agreements.
Ensures metrics and service level agreements are upheld.
Provides coverage to the service desk as needed.
Works closely with team leads to help identify root causes of problems and provides feedback to improve User Support Group (USG) processes and technologies.
Provides training and coaching to junior technicians.
Coordinates small scale departmental deployments and moves.
Adds and edits articles to help maintain the Knowledge Base.
Provides technical support in the day-to-day operations of WCMC, 7/24/365 mission critical Data Center(s).
- High School Diploma
Associate's degree is preferred.
Approximately 2 years of prior experience providing desk side technical support, with an emphasis on networking and provisioning
Knowledge, Skills and Abilities
Demonstrated experience with an IT Service Management ticketing system.
Demonstrated experience supporting end-user services technology, including Windows and Mac OS desktop support, iOS and Android mobile device support and Exchange support.
Demonstrated ability to troubleshoot Apple and Windows computers, smartphones, tablets and printers.
Demonstrated knowledge of Citrix environment and VDI.
Licenses and Certifications
Working Conditions/Physical Demands
Ability to work flexible hours, including weekends, early mornings and/or late nights; Position requires working in an office environment where there are some physical discomforts such as dust, dirt and noise; Light travel between office locations, primarily within NYC is required; Occasional meetings or clinical staff interactions in typical patient care areas may be required, though direct patient exposure is not expected; Occasional moving of computer equipment or similar objects up to approximately 25 lbs may be required
Weill Cornell Medicine is a comprehensive academic medical center that's committed to excellence in patient care, scientific discovery, and the education of future physicians in New York City and around the world. Our doctors and scientists-faculty from Weill Cornell Medical College, Weill Cornell Graduate School of Medical Sciences, and the Weill Cornell Physician Organization-are engaged in world-class clinical care and cutting-edge research that connect patients to the latest treatment innovations and prevention strategies. Located in the heart of the Upper East Side's scientific corridor, Weill Cornell Medicine's powerful network of collaborators extends to its parent university Cornell University; to Qatar, where an international campus offers a U.S. medical degree; and to programs in Tanzania, Haiti, Brazil, Austria and Turkey. Our medical practices serve communities throughout New York City, and our faculty provide comprehensive care at NewYork-Presbyterian Hospital/Weill Cornell Medical Center, NewYork-Presbyterian/Lower Manhattan Hospital, and NewYork-Presbyterian/Queens. At Weill Cornell Medicine, we work together to treat each individual, not just their conditions or illnesses, as we strive to deliver the finest possible care for our patients - the center of everything we do. Weill Cornell Medicine is an Equal Employment Opportunity/Minorities/Females/Vet/Disabled employer.