Desktop Support Technician

Job Title

Desktop Support Technician

Job Level

Associate

Direct Reports (if applicable)

0

Reports to

Associate Director, End User Computing

Team

End User Computing

Location of Hire

Tarrytown, NY

Type of Hire (permanent, fixed/open term contract)

Permanent

Status of Hire (replace / new)

Replacement

Is Travel Required?

Yes, 10% - 20%

Open Door Overview

There are many fantastic benefits to a career at Open Door Family Medical Centers. In addition to working to effect positive change in the health and lives of thousands of residents in our communities, Open Door offers its employees a stimulating, diverse and team-based work environment with comprehensive benefits including medical, dental, life insurance, flexible spending accounts, 401(k), generous paid time off, and educational assistance. Aside from excellent benefits, we offer a competitive salary and annual bonuses based on organizational and individual objectives.

At Open Door, we enjoy working in a team-based, patient-centered environment and value the benefits of a diversified workplace that values our patients and the communities we serve.

Role Summary

Open Door Family Medical Center is seeking a Full-time Desktop Support Specialist to support and maintain Open Door’s end user technologies, such as laptops, desktops, phones, printers, networking, Office 365, and other peripherals. This includes being the primary technician in answering Service Desk Calls. Other duties include, installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal performance for our colleagues.  As well as providing end-user guidance and improve adoption of technologies deployed. The person will troubleshoot problem areas (in person, by telephone) in a timely and accurate fashion and provide end-user assistance where required. All work is logged and tracked in a central ticket management system. 

Key Accountabilities

Please describe the key accountabilities and approximate percentage of time spent on each below. Percentage of time should add up to 100%.

40

Service; Delivering operational excellence across the services provided

40

Customer Service; Servicing Open Door colleagues to ensure issues gets addressed

20

Technical; Provide technical expertise to resolve issues in a timely manner

Technical Skills & Qualifications

• Ticket management, specifically ServiceNow, experience preferred. Must have experience in working with an enterprise Ticket management system.
• 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 work effectively under pressure
• Healthcare IT background preferred, not a must.  Experience supporting and maintaining Electronic Medical Records system, e.g. CareLogic, eClinicalWorks and peripherals.
• Must be a very organized individual with the ability to clearly document their work in accordance with office procedures.
• 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.
• Able to read and understand technical manuals, procedural documentation and OEM guides.
• Demonstrate strong customer service skills
• Demonstrate strong written and verbal communication skills 
• Experience using remote control software, such as TeamViewer, Windows Remote Desktop Connection
• Knowledge on the concepts for Active Directory with the ability to perform password resets, add/transfers/terminations.  Knowing GPO management a plus.
• Working experience of Microsoft Office 365, incl. Intune MDM
• 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
• Experience with Virtual Infrastructure such as VMWare or Azure Virtual Desktop a plus

REQUIREMENTS

• High School diploma and a minimum of 1 year work experience in related field.
• Minimum 1-3 years experience in an IT support role
• Fully in office position, limited work from home
• Ability to work a 7.5 hour shift between the hours of 8am and 6pm, with Saturday support on a rotational basis
• Have a driver’s license and own a car as traveling site to site is required
• Excellent knowledge of desktop and laptop PC hardware
• Microsoft certifications; Windows OS, Office suite and O365 a plus
• Team-focused collaborator
• Highly organized, self–directed
• ITIL Certification a plus
• Engaged in learning and continuous quality improvement
• Networking experience; patching, troubleshooting and basic configuration