What are the responsibilities and job description for the Sr. Desktop Support Technician position at Open Door Family Medical Center?
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 Door’s 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 Sr. Desktop Support Technician in our Tarrytown site location. The Sr. 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
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
Founded as a free clinic in 1972, Open Door’s 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 Sr. Desktop Support Technician in our Tarrytown site location. The Sr. 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 3 Desktop Technician providing advanced technical support for desktop and laptop computers, including hardware and software troubleshooting and repair.
- Utilize advanced technical skills to analyze, interpret, and manage technical incidents
- Receive and respond to higher-level calls and/or tickets regarding higher-end user technical issues and requests
- Will be called on to receive and respond to incoming phone calls when needed
- 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 FAQ’s into the knowledgebase.
- Provide training and guidance to Level 1 and Level 2 support technicians.
- 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 more EUC project-based work in support of management, senior technical and project management staff
- 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.
- EDUCATION: Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
- 4 years work experience in an IT support role
- 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
- Excellent knowledge of desktop and laptop PC hardware
- Working technical knowledge of current networking protocols, operating systems, and standards.
- Ability to operate tools, components, and peripheral accessories.
- 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 preferred, and other software management tools, PDQ deploy & Inventory software preferred.
- Experience in ServiceNow administration desired
- 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 clearly 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 preferred
- 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 Windows OS, Office, or O365 preferred
- Engaged in learning and continuous quality improvement
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
