Information Systems Service Desk Technician

Overview

Information Systems Service Desk Technician - Stony Brook Clinical Practice Management Plan, Inc

Location: Stony Brook, NY

Schedule: Full Time

Days/Hours: Monday - Friday; 7:00 AM - 3:30 PM  

Salary Range: $45,407 - $56,856 (pay will be determined based on experience, preferred qualifications, and education)

Our compensation philosophy aims to provide marketable compensation programs and to compensate employees based on relevant experience and education. Individual compensation discussions begin during the hiring process and may occur during job review and promotional opportunities. Salaries vary depending on experience, education and current market for the position. Human Resources determines the external and internal equitable salary for each employee. 

Responsibilities

SUMMARY: Stony Brook Clinical Practice Management Plan seeks an Information Systems Service Desk Technician to provide technical support to ensure efficient operations.

Job Duties & Essential Functions:

• Answer all forms of customer contact received during shift in a prompt, courteous and professional manner.
• Provide first-level support when appropriate.
• Collect and accurately enter all details pertaining to the issues or request into the Service Desk Manager system to ensure timely and efficient IT collaboration.
• Use proper judgement to prioritize issues, provide proper resolutions and when necessary escalate to the next level of support including initiating bridge calls with vendors when needed.
• May serve as a backup to the Mobile Device, AV and other Technology Services teams as needed.
• Documentation and reporting of processes, policy changes, SOP updates and Service Desk Knowledge articles will be required.
• Some evening and weekend work may be necessary.
• Other duties as assigned.

Qualifications

Required Qualifications:

• Associate’s Degree in computer related field.
• In lieu of degree, one (1) to three (3) years’ experience in IT support may be considered.
• One (1) year experience in a healthcare IT environment.
• Knowledge of PCs, peripherals, printers and their functions.
• Experience troubleshooting PCs in a network environment.
• Must have excellent technical skills and troubleshooting knowledge of Windows based computing and mobile devices.
• Excellent verbal and written communication skills.
• Detail oriented and strong analytical and organizational skills.
• Must have excellent communication skills.

Preferred Qualifications:

• Bachelor’s degree in Information Technology or related field.
• One (1) year of experience in a Help Desk or Customer Service Position in a HealthCare environment.
• Previous experience supporting HealthCare clinical applications.
• Knowledge of printer support in a network environment.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to communicate with patients, staff and medical providers. The employee must be able to exchange accurate information in these situations. This position is active and requires the employee to constantly move about in the office to assist patients, staff and medical providers. Any additional physical demands will be outlined and provided by management.

The responsibilities and tasks outlined in this job description are not exhaustive and may change as determined by the needs of CPMP. 

StaffCo is a Professional Employer Organization, commonly referred to as a PEO, duly organized and registered under the New York Professional Employer Organization law. StaffCo and SUNY have entered into a professional employer agreement under which StaffCo is the employer of Stony Brook Clinical Practice Management Plan employees and responsible for all aspects of employment, including hirings, promotions, disciplines, terminations, the day-to-day direction and supervision of work, as well as labor relations and collective bargaining. StaffCo is fully responsible for providing all payroll and human resources services, including the payment of wages, collecting and reporting payroll taxes and maintaining any and all employee benefits.  SUNY Stony Brook Hospital is responsible for the operation of the hospital and provision of health care and is the co-employer as is necessary to conduct its responsibilities and for related licensure, regulatory or statutory requirements and obligations.    

Given StaffCo’s employment responsibilities, it is deemed the “employer” for employment and labor law purposes.  Thus, the employees are private sector employees of StaffCo, not public sector employees of SUNY.  The private sector nature of the StaffCo employees has been approved by NYS Civil Service and upheld in a decision by the US National Labor Relations Board. 

CPMP provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, gender identity or expression, or any other legally protected status.  This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall and transfer, leaves of absence, compensation and training.

CPMP expressly prohibits any form of workplace harassment based on race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, gender identity, or any other legally protected status.  Improper interference with the ability of CPMP’s employees to perform their job duties may result in discipline up to and including discharge.