Deskside Support

Our Technology Services Department works with Healthfirst's functions to conceive deliver and support the technology that executives, professionals and telecommuters need to succeed. This individual will serve as a single point of contact to customers for service request, service incident, work phones, dispatch queue when necessary and e-mail. He/she will log all incidents and create tickets detailing issues related to the customer.

This position provides excellent customer support and consults on a wide range of highly technical issues with minimal assistance. The incumbent works in a team environment and provides or requests teammate assistance as necessary. This position contributes technical analysis skills and occasionally leads Desktop integration projects.

Note: Weekend work may be required.

Provide daily phone support for end users within Healthfirst. Focus will be on maintaining/monitoring queue's and providing first level support for password resets, basic troubleshooting and user instructions.
•Documents resolutions and updates the knowledge base.
•Alerts management on critical or reoccurring issues called into the Help Desk.
•Participates in new hire orientation, office moves, PC/Laptop setup and configuration.
•Improve customer service, perception and satisfaction and solicits feedback from customers through follow up calls after service requests are completed.
•Additional duties as assigned

Key Responsibilities:

• Provides quality deskside and remote support to end users
• Resolves desktop issues with various Operating Systems (Windows, Mac) in a platform agnostic IT environment
• Provides installation, configuration, maintenance and troubleshooting support of computer hardware, software, audio/visual, networks, printers and computer peripherals
• Provides systems/network troubleshooting and support to include diagnosing, fixing, maintaining and upgrading hardware and software as well as desktop applications
• Ensure that a knowledge base of past issues encountered is maintained and used (Service Now Knowledge Management)
• Ability to troubleshoot and resolve technical problems which includes Laptops, mobile devices, telecommunication, Office 365, Microsoft Window 7\10, Citrix, AWS, VDI, networking.
• User and learn all available tools provided in order to performance your job function at a high level.
• Proactively follows up on IT service requests/IT problem tickets until customer confirms resolution
• Be active and contribute to ways of automating tasks, streamline and improving processes.
• Research, test and implement desktop technologies and software to meet customer needs.
• Technician must maintain professionalism, good attitude and appropriate behavior with all Healthfirst personnel and with their clients and vendors.
• Participates in new hire orientation, migration, office moves and assist with inventory.
• Ability to manage time effectively, multi-task and adapt to changes quickly in a fast-moving environment.
• On Call support rotation.

Minimum Qualifications:

• High School diploma or GED from an accredited institution
• 5 years as an Infrastructure and Operation Desktop Technician

Preferred Qualifications:

• Associate's or Bachelor’s Degree
• CompTIA A+
• MCSE or MCSA
• ITIL Foundation
• Experience with Zoom video conferencing, mobile devices Android/Apple, Service Now, Macintosh and PC hardware, software and operating systems, Active Directory, Azure, Intune.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, age, genetic information, military or veteran status, marital status, mental or physical disability or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.

If you have a disability under the Americans with Disability Act or a similar law and want a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to careers@Healthfirst.org or calling 212-519-1798 . In your email please include a description of the accommodation you are requesting and a description of the position for which you are applying. Only reasonable accommodation requests related to applying for a position within Healthfirst Management Services will be reviewed at the e-mail address and phone number supplied. Thank you for considering a career with Healthfirst Management Services.

EEO Law Poster and Supplement

Key Responsibilities:

• Provides quality deskside and remote support to end users
• Resolves desktop issues with various Operating Systems (Windows, Mac) in a platform agnostic IT environment
• Provides installation, configuration, maintenance and troubleshooting support of computer hardware, software, audio/visual, networks, printers and computer peripherals
• Provides systems/network troubleshooting and support to include diagnosing, fixing, maintaining and upgrading hardware and software as well as desktop applications
• Ensure that a knowledge base of past issues encountered is maintained and used (Service Now Knowledge Management)
• Ability to troubleshoot and resolve technical problems which includes Laptops, mobile devices, telecommunication, Office 365, Microsoft Window 7\10, Citrix, AWS, VDI, networking.
• User and learn all available tools provided in order to performance your job function at a high level.
• Proactively follows up on IT service requests/IT problem tickets until customer confirms resolution
• Be active and contribute to ways of automating tasks, streamline and improving processes.
• Research, test and implement desktop technologies and software to meet customer needs.
• Technician must maintain professionalism, good attitude and appropriate behavior with all Healthfirst personnel and with their clients and vendors.
• Participates in new hire orientation, migration, office moves and assist with inventory.
• Ability to manage time effectively, multi-task and adapt to changes quickly in a fast-moving environment.
• On Call support rotation.

Minimum Qualifications:

• High School diploma or GED from an accredited institution
• 5 years as an Infrastructure and Operation Desktop Technician

Preferred Qualifications:

• Associate's or Bachelor’s Degree
• CompTIA A+
• MCSE or MCSA
• ITIL Foundation
• Experience with Zoom video conferencing, mobile devices Android/Apple, Service Now, Macintosh and PC hardware, software and operating systems, Active Directory, Azure, Intune.