What are the responsibilities and job description for the Help Desk Level 3 (Support Technician Level 3) position at Employee Benefits Fund?
Position Purpose:
The Support Technician III position provides advanced technical support and troubleshooting for end users and IT systems, including but not limited to, troubleshooting hardware and software problems, installations, and configurations, as well as resolving user reported issues. This position works with and provides guidance and mentorship to Level I and II technicians and serves as the final escalation point within the help desk before tickets are reassigned to specialized IT units.
Position Qualifications
- Must be willing to travel to our different health centers (Brooklyn, Midtown, Harlem, and Queens). Please note this position is mainly based out of our Brooklyn Health Center
- Supports and troubleshoots Windows 10 and 11 machines
- Support enterprise applications, including Active Directory, Microsoft 365, VPN, VoIP, and cloud-based services
- Assist with server administration, virtualization (VMware, Hyper-V) and storage solutions
- Performs more complex procedures and tasks, including, but not limited to, system and application access, remote access, access for mobile devices, and wireless network access
- Experience with biomedical device installation and troubleshooting
- In concert with desktop engineers, resolves issues related to driver compatibility
- Responds to issues reported by end-users in person, via ticket, or over the telephone on a timely basis
- Assess the nature of the reported issue and determines a hardware or software resolution
- Effectively communicates (written/verbal) the solution the end-user.
- Documents issue and resolution steps clearly within the ticketing system
- Diagnoses and resolves network issues
- Installs, diagnoses and repairs equipment
- Supports the rollout of new applications
- Travels to remote sites to troubleshoot issues locally when necessary
- Mentors and provides guidance to new Support Techs
- Performs other duties as assigned
Education and Experience
- 5-7 years of work experience in Help Desk Support, System Administration or Field Support
- In-Depth knowledge of Windows 10 and 11
- In-Depth knowledge of Microsoft 365, Active Directory
- Strong knowledge of networking (TCP/IP, DNS, DHCP, VLANs, VPNs)
- Knowledge with scripting (PowerShell, others)
- Experience with cloud platforms (e.g., Azure)
- Familiarity with ITSM tools, including Manage Engine, Service Now, JIRA, or similar
- Knowledge of printer setups and overall network topology
- Excellent written/verbal communication skills and high level of attention to detail
- Excellent troubleshooting skills
- Ability to learn new clinical and business application software
- Experience with clinical applications (Cerner Millenium, Dentrix, ScriptPro, Novarad (PACS) or related)
Working Conditions
- Walking, sitting, standing for moderate periods of time
- Bending, stooping
- Lifting up to 25 pounds
- Computer work, as required
Compensation and 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 12 paid Holidays)
- 401(k) Plan
- Life Insurance
- Tuition Reimbursement
- Member’s Health Assistance Program
- Pre-Paid Legal Services
- Life Cycle Benefits
