What are the responsibilities and job description for the IT Support Specialist II - Smart Desk position at Weill Cornell Medicine?
Title: IT Support Specialist II - Smart Desk
Title: IT Support Specialist II - Smart Desk
Location: Midtown
Org Unit: Smart Desk
Work Days:
Weekly Hours: 35.00
Exemption Status: Non-Exempt
Salary Range: $36.54 - $41.04
- As required under NYC Human Rights Law Int 1208-2018 - Salary range for this role when Hired for NYC Offices
Position Summary
Reporting to the Smart Desk Manager and/or the Smart Desk Team Leads, provides support for all incidents and requests, ensuring that they are resolved according to servicelevel agreements and properly escalating tickets when necessary. While not a supervisor, this role is a leader on the team and is expected to be able to function with limitedsupervision to accomplish the Smart Desk's mission(s).
Job Responsibilities
- Manages all assigned work using ticketing system. Logs all activities and case updates in a timely and detailed manner.
- Creates and maintains accurate asset records for all devices worked on. Updates and manages IP address assignments in database.
- Provides clear ownership and resolution of incidents logged by the team to agreed SLA’s and KPI’s.
- Provides training and coaching to level one technicians. Resolves more complex technical issues, working closely with other groups as needed. Responds to requests for emergency issues.
- Gains extensive familiarity with departmental and organizational policies, processes, departmental structure and leadership.
- Works closely with team leads to help identify root causes of problems and provides feedback to improve USG processes and technologies. Contributes heavily to the Knowledge Base, adding and editing articles.
- On a rotating basis with other assigned staff, handles on call responsibilities for after-hours contingencies.
- As needed, steps in and provides supervision of the Service Desk function to ensure its good and continuous operation.
Education
- High School Diploma
Experience
Associate’s degree in related field preferred. Bachelor’s degree in Computer Science is highly desired.
Significant relevant experience can be substituted for formal education.
End-user Services technology experience and knowhow – Desktop support with mobile device support, Mac OS, Windows, and Exchange.
Minimum three years of experience working in customer service environment, call center or desktop support.
Advanced troubleshooting skills of a wide variety of PC and Macintosh hardware and software.
Experience with reporting on and meeting typical metrics (FCR, MTR, ASA etc) in an IT Service Desk or IT Help Desk environment.
Experience with Service Now for incident, problem, and task management is desired.
Excellent computer and customer service skills with tact in dealing with demanding customers, including, but not limited to Microsoft Office 365, Windows 7, Mac OS, Mobile devicesdesired.
Previous hospital or medical IT Experience a plus.
ITIL Foundations Certified a plus.
Experience with advanced metrics and scheduling, i.e. Erlang model, in an IT Service Desk or IT Help Desk environment helpful.
Knowledge, Skills and Abilities
- Must be proficient in troubleshooting Apple and Windows computers, smartphones, tablets, and printers.
- Ability to plan and prioritize work while responding to rapidly changing priorities.
- Must possess excellent customer service and communication skills, both written and verbal.
- Detailed oriented and has the ability to work on multiple projects, prioritize and meet deadlines.
- Must be able to prioritize work and manage time efficiently.
- Sets the example in Professionalism, Positive Attitude and Esprit De Corps be it regarding appearance, punctuality, attitude, or a sense of urgency and empathy for customers.
- Team player; enjoys working collaboratively as part of a team as well as working independently to produce results.
- Willingness to learn new systems and skills.
- Ability to define technical issues/obstacles, collect data, establish fact, and draw valid conclusions.
- Seasoned to require little to no supervision to accomplish the vast majority of support tasks and projects.
- Complies with Institutional, ITS and Service Desk policies and procedures and fosters this compliance in more junior staff.
- Has a continuous desire to improve themselves and the team and accepts constructive criticism well.
Licenses and Certifications
Working Conditions/Physical Demands
Must be willing to work flexible hours, which may include early mornings and/or late nights depending on project requirements.The role is 100% on site in the office. Candidates must have no issues with being full time on site. It is possible that there will be occasional requirements to work from home, and candidates must have the ability to do that but candidates must be accepting of the idea that this is a 100% in the office role that may never have a work from home component.
Position requires working in an office environment where some physical discomforts such as dust, dirt, noise and the like are present. Ability to work off-hours and weekends, as wellas travel between office locations, primarily within NYC Ithaca, is required. Occasional meetings or clinical staff interactions in typical patient care areas may be required thoughdirect patient exposure is not expected.
As a technology services professional you will have exposure and/or access to confidential information, including highly regulated and highly sensitive data, as part of your normalduties. Such data may include protected health information personally identifiable information, student and financial data, staff data and research data. Access to data withinsystems that contain significant portions of confidential records will be necessary to do your job however, viewing of that information in individual detail is generally incidental. The privacy training course is required to be completed annually by all employees.
Weill Cornell Medicine is a comprehensive academic medical center that is committed to excellence in patient care, scientific discovery, and the education of future physicians and scientists 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, NewYork-Presbyterian Hospital/Brooklyn Methodist Hospital, NewYork-Presbyterian Hospital/Westchester Behavioral Health Center, 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 Employer. Weill Cornell Medicine provides equal employment opportunities to all qualified applicants without regard to protected status, including race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, or genetic information.
Nearest Major Market: Manhattan
Nearest Secondary Market: New York City
Salary : $37 - $41
