Located in Manhattan, The New York Proton Center (NYPC) is one of the most unique and respected clinical partnerships in the world of proton therapy. The collaboration between Memorial Sloan Kettering Cancer Center, Montefiore Medical Center and Mount Sinai Health System brings state of the art proton therapy treatment to the patients of New York and the surrounding areas. 

Our team at NYPC is comprised of highly motivated, passionate, professional and engaged individuals working together as a dynamic team to deliver an exceptional level of patient care, providing the most advanced proton therapy technology. We offer our employees a competitive compensation and benefits package with flexibility for growth and career advancement.

If you meet the criteria and would like to be a part of our collaborative, innovative and patient focused team, please apply with a cover letter and copy of your resume, or CV, to the current opportunity listed below.

Position Summary:

The Desktop Support Analyst is responsible forproviding on-site helpdesk and desktop support to New York Proton Center (NYPC) employees. 

Responsibilities include management and support of all user assigned equipment, including desktops, laptops, PC peripherals, printers, phones. Alerts generated by Endpoint Protection systems should be analyzed and remediated or escalated where appropriate. 

Candidates should be familiar with ITIL foundational practices (Incident Management, Problem Management, Change Management). 

Duties and Responsibilities:

• Responsible for tracking and resolving all incoming Incident and Service Requests tickets entered into the Service Now management application.
• Responding promptly to on-site and off-site users requiring assistance with technology provided by NYPC.
• Handle common support issues, i.e., password resets, printer setups; phone/passcode resets; wireless connectivity etc.
• Assisting / training users on the use of commons Productivity tools and non-clinical applications, e.g., Microsoft Office 365 (Word, Excel, and Outlook).
• Provide service and support for desktop and mobile computer systems, including troubleshooting, hardware/software configuration.
• Management of hardware assets in the Service Now management application.
• Engagement in the Continual Service Improvement (CSI) Program, including assignment of Problem Tickets and Project work to improve operating efficiency of technical/application support.
• Creation of IT Documentation / Knowledge Articles.
• Comply with all New York Proton Center policies related to Privacy Rules established under the Health Information Privacy and Portability Act of 1996 (HIPAA)
• Perform other job-related duties, as assigned

Qualifications:

• A Bachelor’s degree in computer science or related field of study is preferred.
• At least 2 years of experience in the field of IT/IS providing customer support; troubleshooting basic user issues (software/hardware related)
• Prior experience in documenting activities in a Service Desk management system
• Experience supporting Microsoft Windows 10. 
• Familiarity with network basics, including an understanding of the function of routers/switches and related protocols, LAN/WAN Security, firewalls, load balancers and wireless strongly desired.
• Strong interpersonal skills and customer service skills are required.
• Exceptional written and oral communication skills are essential.
• Experience creating reports with MS office products (Excel, Visio, MS Word) is strongly desired.
• Willingness to work extra hours as dictated by operational requirements. 

About the Area:

New York City is a major metropolitan city and is home to world-renowned cultural offerings. Outdoor attractions include a variety of parks and greenspaces including Central Park, the Brooklyn Botanical Gardens, the Bronx Zoo, and the High Line; multiple waterfronts on the island afford convenient access to scenic activities. Cultural activities abound in Broadway, Madison Square Garden, Lincoln Center, The Metropolitan Museum of Art, and the Museum of Modern Art, Iconic sites include the Statue of Liberty, Empire State Building, Rockefeller Center, Times Square, and the One World Trade Center; championship teams in every major league sport; shopping abounds in SoHo, Fifth Avenue, Chelsea Market, and the Fashion district; and culinary offerings are second to none. The New York Proton Center is well-located for city living and suburb living, with multiple suburbs located 25 minutes from the Center, home to some of the best public-school systems in the country. 

The salary range and/or hourly rate displayed is a determination of base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future. NYPC takes into consideration several factors in making compensation decisions including, but not limited to, skillset, experience and training, licensure and certifications, internal equity and other business and organizational needs.

The New York Proton Center (NYPC) strives to maintain a workplace that accepts and appreciates the differences among our employees. The company will not discriminate against any applicant or employee based on age, race, gender, color, religion, national origin, ancestry, disability, marital status, covered veteran status, sexual orientation, gender identity and/or expression, genetic information, status with respect to public assistance or any other characteristic protected by state, federal, or local law.