IT Support Specialist I (58721)

Weill Cornell Medical College

New York City, NY

Job posting number: #7086738

Posted: October 7, 2021

Application Deadline: Open Until Filled

Job Description

Position Summary
Under direct supervision, delivers first tier phone support while acting as first point of escalation for client and staff issues. This role monitors and prioritizes the Service Desk phone line, e-mail message queues and automated request queue to ensure that all incidents and requests are resolved according to service level agreements and properly escalated when necessary.

Job Responsibilities
Resolves technical issues with operating systems, hardware, software and network connectivity. Escalates issues as needed.
Answers end-user technology questions and provides general information regarding departmental computing policies and service agreements.
Ensures metrics and service level agreements are upheld.
Contributes to and helps maintain the Knowledge Base.
Provides coverage to desktop support as needed.
May develop, maintain and/or disseminate departmental or functional specific policies and procedures. May also be responsible for maintaining a departmental standard operating procedures (SOP) manual if available.
Uses a ticketing system to manage assigned cases. Logs all activities and case updates. Creates and maintains accurate asset records for all devices worked on.
High School Diploma
Associate's degree is preferred.

Prior experience working in a customer service environment, call center or desktop support role. Approximately 2 years of phone support is required.

Prior experience using ServiceNow is strongly preferred.

Knowledge, Skills and Abilities
Demonstrated experience with an IT Service Management ticketing system.
Demonstrated experience supporting end-user services technology, including Windows and Mac OS desktop support, iOS and Android mobile device support and Exchange support.
Demonstrated ability to troubleshoot Apple and Windows computers, smartphones, tablets and printers.
Demonstrated knowledge of Citrix environment and VDI.
Licenses and Certifications
Working Conditions/Physical Demands
Position requires long periods of time in a sitting position; Ability to work flexible hours, including weekends, early mornings and/or late nights; Position requires working in an office environment where there are some physical discomforts such as dust, dirt and noise; Light travel between office locations, primarily within NYC is required; Occasional meetings or clinical staff interactions in typical patient care areas may be required, though direct patient exposure is not expected; Occasional moving of computer equipment or similar objects up to approximately 25 lbs may be required

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