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NYC Health + Hospitals · 17 hours ago

Junior EITS Service Desk Analyst

New York, NY

Full-time

Hybrid

Entry Level

$55K/yr - $55K/yr

4+ years exp

NYC Health + Hospitals is the largest public health care system in the United States, providing essential services to over one million New Yorkers annually. The Junior EITS Service Desk Analyst will deliver Level 1 support, focusing on effective assistance to end-users while developing communication and problem-solving skills within a healthcare IT environment.

Health CareHome Health CareHospitalMedicalNursing and Residential Care

H1B Sponsor Likely

Responsibilities

Assists in receiving, prioritizing, documenting, and resolving Level 1 Interactions, Incidents, Service Requests (Tasks/Catalogs), and Work Order tickets under guidance

Maintains detailed and standardized documentation within all tickets to enable seamless collaboration and knowledge transfer across the team

Provides Level 1 support to end-users, striving to resolve issues at the first point of contact with mentorship from senior team members

Serves as a single point of contact for users regarding Service Desk activities, including Interactions, Incidents, Service Requests (Tasks / Catalogs), and Work Orders

Triages, tracks, and monitors tickets, ensuring accurate transfers and escalations, adhering to Service Level Agreements (SLAs)

Assists in providing support for application-related issues and requests

Contributes in providing a positive customer experience by meeting expectations and building trust in resolution processes

Contributes to the ongoing improvement of the Service Desk processes and procedures

Develops and maintain technical knowledge on all IT technologies

Performs duties that may be primarily remote, and may need to report to the office with a 48-hour notice for operational needs, and/or training purposes. Works flexibly across various locations and shifts as required by operational needs

Participates in special projects as assigned and perform other duties as required

Qualification

ServiceNowRemote desktop toolsHardware troubleshootingSoftware troubleshootingCustomer service skillsDocumentation skills

Required

Bachelor's degree from an accredited college or university in Industrial Engineering, Systems, Industrial Management, Business Administration or related disciplines; or

Two years of technical training or education beyond the High School level, with a minimum of two years of full-time, paid experience in the field of industrial engineering, systems analysis, methods and procedures, work simplification, cost reductions, Electronic Data Processing (EDP) data processing applications, forms designs and control; or

A satisfactory combination of the above

Understanding of ServiceNow

Understanding of remote desktop tools (Bomgar)

Basic Hardware and Software Troubleshooting

Customer service skills and strong documentation skills

Preferred

A minimum of High School diploma or educational equivalent and four (4) years of service desk or technical support experience

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)