Are you looking to take your career to new heights with a leader in healthcare? SUNY Downstate Health Sciences University is one of the nation's leading metropolitan medical centers. As the only academic medical center in Brooklyn, we serve a large population that is among the most diverse in the world. We are also highly-ranked by Castle Connolly Medical, a healthcare rating company for consumers, among the top 5 leading U.S. medical schools for training doctors.
The Information Services department at SUNY Downstate Health Sciences University is seeking a Lead Helpdesk Technician. The successful candidate will:
Be responsible for assuring phone coverage in the Helpdesk office that includes proper triage of customer calls, processing incoming calls to the Help Desk via telephone, email, and web-based systems.
Be required to log and document all support calls in the current ticketing system (also is referred to Footprints).
Assist in the development of manuals and procedures,
assist in Active Directory cleanup process and assure issues are escalated in a timely manner utilizing Footprints.
Will be required, at times, to monitor the Network Management Alerting systems and respond appropriately.
Coordinate timely repair of computers, printers, mobile devices as well peripherals, which might be covered by third-party maintenance agreements, ability to make decisions, and escalate issues, when necessary.
Assist in conducting research on emerging products, services, protocols, and standards in support of Help Desk technology procurement and development efforts.
Escalation contact for all critical issues and requests for VP functional areas.
Create or update internal knowledge base documentation and frequently asked questions resources on the internet to aid in problem-solving.
Routinely check voice mail and Help Desk queue in the current ticketing System (also known as Footprints) for outstanding end-user requests.
Monitor and test fixes to ensure reported issues have been adequately resolved Provide ad-hoc IT-related quotations and ensure all standard hardware quotations are up to date.
Contribute to the development of Knowledge Management, which includes user guides and FAQs (Frequency Ask Questions) for end-users.
Adhere to Customer Support Service Level Agreements and Operational Level Agreements within IT teams.
Ensure courteous, timely, and effective resolution of end-user issues.
Take on supervising role for helpdesk operation at the time when the manager is absent.
Attend training seminars, conferences, and trade show to broaden knowledge of current and future trends and technologies.
In order to meet professional obligations, this position may require effort beyond normally scheduled hours of work, as needed, to meet project deadlines and user work requisitions.
Minimum of three (3) years IT experience.
Technology Customer Service/Help Desk experience.
Experience in both Windows base and Apple PC's required.
Extensive experience with Microsoft-based applications including Outlook.
Excellent interpersonal, written, communication, analytical and creative skills.
Excellent approach to information systems issues/problems.
Exceptional knowledge of computer hardware including Microsoft Window environment.
Experience in the application, particularly clinical application support.
Working knowledge of a range of diagnostic utilities.
Strong documentation skills
Keen attention to detail
Experience working in a team-oriented, collaborative environment.
Exceptional customer service orientation.
Ability to prioritize and execute tasks in a high-pressure environment.
Ability to present ideas in a user-friendly language to non-technical end-users.
Ability to absorb and retain information quickly.
Familiar with ITIL processes.
Previous experience in supervising a team.
Monday- Friday; 9am-5pm
Commensurate with experience and qualifications
Pursuant to Executive Order 161, no State entity, as defined by the Executive Order, is permitted to ask, or mandate, in any form, that an applicant for employment provide his or her current compensation, or any prior compensation history, until such time as the applicant is extended a conditional offer of employment with compensation. If such information has been requested from you before such time, please contact the Governor’s Office of Employee Relations at (518) 474-6988 or via email at firstname.lastname@example.org.
Equal Employment Opportunity Statement:
SUNY Downstate Health Sciences University is an affirmative action, equal opportunity employer and does not discriminate on the basis of race, color, national origin, religion, creed, age, disability, sex, gender identity or expression, sexual orientation, familial status, pregnancy, predisposing genetic characteristics, military status, domestic violence victim status, criminal conviction, and all other protected classes under federal or state laws.
Women, minorities, veterans, individuals with disabilities and members of underrepresented groups are encouraged to apply.
If you are an individual with a disability and need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please contact Human Resources at 718-270-3025.
Internal Number: 494714
About SUNY Downstate Health Sciences University
SUNY Downstate's College of Medicine, Health Related Professions, Nursing and its School of Graduate Studies offer students a broad professional education that will prepare them for practice or careers in any location and community. This education provides exceptional opportunities for those students with a commitment to promoting health in urban communities and addressing the complex challenges of investigating and preventing diseases that confront clinicians, educators, and researchers in such an environment. This special aspect of Downstate's unique mission is reflected in the students it attracts and selects, the vast majority of whom are drawn from the New York City Metropolitan area. Many of these students are members of minority and cultural groups underrepresented in the health professions, and/or come from families of first-generation immigrants or from economically disadvantaged backgrounds.