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NYC Health + Hospitals · 2 weeks ago

Lead Facility Desktop Support Technician

New York, NY

Full-time

Onsite

Mid, Senior Level

$95K/yr - $95K/yr

4+ years exp

NYC Health + Hospitals is the largest public health care system in the United States, providing essential health services to over a million New Yorkers annually. The Lead Facility Desktop Support Technician is responsible for managing the desktop support team, ensuring efficient operations, and providing expert technical support for IT equipment.

Health CareHome Health CareHospitalMedicalNursing and Residential Care

H1B Sponsor Likely

Responsibilities

Supervises and mentors a team of desktop support technicians

Assigns and prioritizes support tickets and tasks

Conducts performance evaluations and provides feedback

Facilitates team meetings and communication

Serves as the primary point of escalation for complex or critical technical issues

Coordinates with other Information Technology (IT) teams and vendors to resolve escalated problems

Ensures timely and effective resolution of high-priority incidents

Develops and implements standard operating procedures (SOPs) and best practices

Identifies and recommends improvements to support processes and workflows

Contributes to the development of knowledge base articles and documentation

Monitors and ensures compliance with service level agreements (SLAs)

Generates reports on support metrics and performance

Identifies and addresses trends in support requests

Participates in and coordinates IT projects, such as hardware deployments and software upgrades

Ensures smooth implementation and minimal disruption to users

Manages project timelines and resources

Oversees the management of IT inventory and assets

Ensures accurate tracking and reporting of hardware and software

Manages software licensing and compliance

Provides training and guidance to team members on new technologies and procedures

Stays up-to-date with industry trends and best practices

Promotes continuous learning and professional development within the team

Provides on-site technical support to users, addressing questions and issues related to audio visual (AV) systems for the network

Performs other duties as assigned or required

Qualification

Technical troubleshootingIT systems knowledgeLeadershipWindows 10Customer service skillsCommunication skillsOrganizational skillsProblem-solving skills

Required

A baccalaureate degree from an accredited college or university and four (4) years of satisfactory, full‐time experience in mainframe computer, mid‐range computer, LAN or WAN computer environments, and/or local desktop support, two (2) years of which must have been in a supervisory capacity; or

An associate degree or 60 semester credits from an accredited college or university and five (5) years of satisfactory, full‐time experience, including two (2) years of experience in a supervisory capacity, as described in ʺ1ʺ above; or

A high school diploma or its educational equivalent and six (6) years of satisfactory, full‐time experience, including two (2) years of experience in a supervisory capacity, as described in ʺ1ʺ above; or

Education and/or experience equivalent to ʺ1ʺ, ʺ2ʺ, or ʺ3ʺ above. Undergraduate college credit can be substituted for experience on the basis of thirty (30) semester credits, from an accredited college or university, for six (6) months of experience. However, all candidates must have at least a high school diploma or its educational equivalent and two (2) years of satisfactory, full‐time experience in a supervisory capacity, as described in ʺ1ʺ above

Strong leadership and team management skills

Excellent communication and interpersonal skills

Advanced technical troubleshooting and problem-solving skills

Organizational skills

In-depth knowledge of IT systems and infrastructure

Ability to work under pressure and prioritize tasks

Strong problem-solving and analytical skills

Excellent communication and customer service skills

Knowledge of Windows 10 and 11

Ability to work independently and as part of a team

Company

NYC Health + Hospitals

Glassdoor3.5

NYC Health + Hospitals is an interconnected system of hospitals, health care centers, nursing homes, and home care.

Founded in 1875

New York, New York, USA

10001+ employees

http://www.nychealthandhospitals.org

H1B Sponsorship

NYC Health + Hospitals has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2020 (2)