What are the responsibilities and job description for the Desktop Support Technician position at 0po15?
Open Door Family Medical Center provides health care and wellness programs to individuals and families in need throughout Westchester, Putnam, and Ulster Counties. A pioneer Federally Qualified Health Center, Open Door provides more than 300,000 patient visits annually and serves nearly 60,000 individual patients who might not otherwise have access. Open Door offers integrated services and a holistic approach to building healthier communities. Primary medical care, dental care, integrated behavioral health care, clinical nutrition, wellness programs, and chronic disease management are the foundation of its clinical programs.
Founded as a free clinic in 1972, Open Doors mission of building healthier communities through accessible, equitable, culturally competent health care has led to site and service expansions. Today, Open Door operates centers in Brewster, Mamaroneck, Mount Kisco, Ossining, Port Chester, and Sleepy Hollow, in addition to eight School-Based Health Centers in the Port Chester and Ossining School Districts, a mobile dental van in Mount Kisco, and a new dental practice in Saugerties, NY. For more information, please visit our website at www.opendoormedical.org.
No Sponsorship - Open Door is currently seeking a Desktop Support Technician in our Tarrytown site location. The Desktop Support Technician has overall responsibility support and maintaining Open Door end-user technologies, such as laptops, desktops, phones, printers, and other peripherals. This person will troubleshoot problems (either in person or by telephone) in a timely and accurate fashion and provide end-user assistance where required.
DUTIES AND RESPONSIBILITIES
Level 1/2 Desktop Technician providing advanced technical support for desktop and laptop computers, including hardware and software troubleshooting and repair.
Utilize technical skills to analyze, interpret, and manage technical incidents
Receive and respond to calls and/or tickets regarding technical issues and requests
Maintain, diagnose, and troubleshoot problems with the Windows operating system and various software applications, file-sharing, telephone, and printing.
Administer and resolve issues with associated end-user hardware and software products
Write, update, and maintain documentation; end-user and internal (IT)
Document common issues/causes/solutions, create user and web-based guides in ServiceNow as well as FAQs into the knowledgebase.
Update ticketing system tickets appropriately, including all relevant information related to troubleshooting and results.
Ensure tickets are completed within agreed SLAs
Interact with vendors to resolve technical problems with desktop computing equipment and software
Will take on some EUC project-based work in support of management and Sr. DS Technician when needed.
Will aid in application support for installed and cloud-based applications supporting the Application Business analyst
Update and maintain the IT inventory
Stay current with the latest industry trends, technologies, and best practices and regularly discuss this with management.
QUALIFICATIONS
EDUCATION: High School diploma but preferably bachelors degree in computer science, Information Technology, or a related field, or equivalent work experience.
2 years work experience in an IT support role
Fully in-office position, limited work from home
On-call availability and occasional overtime may be required
Ability to travel to local Open Door sites as this role rotates site to site
Display high energy, self-motivation, flexibility, and an ability to multitask and prioritize demands in a fast-paced environment. Must possess a keen attention to detail and an ability to work effectively under pressure
Ticket management, specifically ServiceNow experience preferred. Must have experience in working with enterprise Ticket management systems.
Healthcare IT background, preferred. Experience supporting and maintaining Electronic Medical Records systems, Dental systems, and other medical systems preferred. E.g. eClinicalWorks
Intermediate knowledge of desktop and laptop PC hardware
Working technical knowledge of current networking protocols, operating systems, and standards.
Demonstrate strong written and verbal communication skills
Experience with Active Directory, Group Policy, and remote management tools.
Working experience with Microsoft Office 365 (and preferably certifications)
Experience with working with an MDM, Microsoft Intune desired, and other software management tools, PDQ deploy & Inventory software a plus.
Demonstrate strong customer service skills with the ability to speak to individuals or groups of people with poise, voice control, and confidence
Must be a very organized individual with the ability to document their work in accordance with office procedures.
Experience using collaboration tools such as Microsoft Teams, and ZOOM preferred
Experience in working with, and setting up, video conferencing units, such as Microsoft Teams Room solutions and Poly units a plus.
Must have experience in administrative, incident response, and operational responsibilities
Highly organized, self-directed, Team-focused collaborator
ITIL Certification desired
Microsoft Certification for any of Windowss OS, Office, or O365 preferred
Engaged in learning and continuous quality improvement
There are many fantastic benefits to a career at Open Door Family Medical Centers. In addition to working to affect positive change in the health and lives of thousands of residents in Westchester and Putnam counties, Open Door offers its employees a stimulating, diverse and team-based work environment with comprehensive benefits including medical, dental, life insurance, flexible spending accounts, 403(b) and 401(k), generous paid time off, onsite Wellness facilities, and educational assistance. Aside from excellent benefits, we offer a competitive salary, and annual bonuses based on measurable goals and organizational success.
If you want to make a difference in the lives of thousands of patients and the health of our communities of Westchester and Putnam counties, and if the position speaks to your capabilities, experience, and commitment to improving the health of our communities, please upload your resume and cover letter with salary requirements. Qualified candidates will be contacted by phone and/or email.
Open Door is an Equal Opportunity Employer
No Sponsorship
