Desktop Support Technician

MetroPlusHealth provides the highest quality healthcare services to residents of Bronx, Brooklyn, Manhattan, Queens and Staten Island through a comprehensive list of products, including, but not limited to, New York State Medicaid Managed Care, Medicare, Child Health Plus, Exchange, Partnership in Care, MetroPlus Gold, Essential Plan, etc. As a wholly-owned subsidiary of NYC Health Hospitals, the largest public health system in the United States, MetroPlusHealth network includes over 27,000 primary care providers, specialists and participating clinics. For more than 30 years, MetroPlus has been committed to building strong relationships with its members and providers to enable New Yorkers to live their healthiest life.

Job Overview

The Desktop Support Technician will provide support of computer hardware, operating systems, networks, and application software. Must be able to install and configure computer desktops, laptops, printers, mobile devices, and software applications in a LAN/WAN environment. Experience troubleshooting and resolving computer and network issues both remotely and onsite in a multi-office work environment..

• 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 both remotely and onsite 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
• Strong communication skills
• Hardware and Software troubleshooting
• Customer service focused
• Experience controlling IT inventory, assets, and deployed software
• Eye for detail and the ability to carefully document work performed
• 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
• Must be able to handle Jr Network Administrator task such as, Cabiling, software deployment and firmware updates.

• BA or BS in Computer Science, Information Systems or related discipline required
• 5 years' relevant experience in Desktop Support and Terminal Services required
• 5 years' experience with SCCM and AirWatch
• 5 years' experience with encryption software. BitLocker preferred.
• Able to support End User over the phone when needed.
• Familiar with Lenovo and Dell computers
• ITIL Certification a plus
• Extensive experience supporting Microsoft Operating Systems and Office Suite
• Experience with Active Directory account creation, password resets, group membership changes, distribution groups and other AD functions
• Experience supporting VPN clients and VPN Administration
• Experience supporting and setup of Droid, iPhones, iPads, and other PDA devices
• Experience supporting internal clients remotely via Remote Control tools such as WebEx and RDP
• Experience facilitating a new user setup including but not limited to phone setup, network port activation and testing, pc setup, network account creation, etc.
• Ability to install and troubleshoot printing issues remotely
• Experience with Secure Print

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