LiveOnNY · 5 hours ago
Information Technology Service Management (ITSM) Engineer Level 2
US-NY-Long Island City
Full-time
Onsite
Mid Level
$80K/yr - $100K/yrLiveOnNY is a federally designated organ procurement organization dedicated to saving and transforming lives through organ and tissue donation. The Information Technology Service Management (ITSM) Engineer Level 2 is responsible for providing advanced IT support, resolving complex issues, and ensuring effective resolution of end-user issues while collaborating with various IT stakeholders.
Health CareReal Estate
Responsibilities
Serve as the initial point of contact for technical support via phone, email, or ticketing system
Support customers by researching, diagnosing, troubleshooting issues, and resolving service requests that cannot be resolved by Level 1 ITSM Engineers
Log, analyze, resolve, respond to, and document end user service requests, escalating as appropriate
Support user account access and identity management
Perform inventory management activities as required in coordination with asset management
Strong understanding and skills in SLA and KPI Management
Follow documented procedures for endpoint deployment and complex IT tasks
Handle all tasks related to the infrastructure equipment based on instructions provided by a remote technical assistance team that specializes in different products and categories
Work with certified technicians and project managers to troubleshoot advanced issues
Escalate requests and problems to IT management as needed
Provide remote and in-person troubleshooting for end-user hardware including laptops, monitors, docking stations, and peripherals
Support users in navigating collaboration tools such as Microsoft Teams for chat, meetings, and document sharing
Adhere to all information technology processes
Monitor and maintain system performance, proactively addressing potential issues to minimize downtime
Manage and optimize software deployments, including user provisioning, policy enforcement, and advanced troubleshooting
Participate in quarterly compliance reviews or inventory checks as required
Conduct root cause analyses for recurring issues and recommend long-term solutions
Participate in fostering a culture of collaboration, accountability, and continuous learning
Mentor and provide guidance to Level 1 technicians to improve overall team performance and technical expertise
Qualification
Required
Bachelor's degree, high school diploma or equivalent help desk experience in health-related field
Windows 10 & 11, MS Office o365, Dell Laptop/Desktop experience
Strong working knowledge of all things information technology, including hardware, software and networks
Excellent critical thinking skills to help design, deploy and manage LiveOnNY's technological needs
Ability to troubleshoot advanced technical issues
Excellent interpersonal ability, with aptitude to handle multiple tasks, mentor Level 1 ITSM Engineers and explain technical concepts and instructions to non-technical staff members
Participates in medium to large sized projects according to project management schedules and needs
Support the research and implementation of new technologies and platforms supporting business objectives
Participate in project initiatives related to system upgrades and new technology implementations
Safeguard company data by ensuring cybersecurity procedures and regulatory guidelines are followed
Recommend improvements when appropriate
Preferred
Working knowledge of help desk related activities, networks, IMAC platform, ITSM platforms, EMR platforms, SaaS and CCaaS principles
Industry certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus
Benefits
403(b) deferred annuity
Medical/Vision/Dental
Tuition reimbursement
Paid time Off
Pet Insurance
Life Insurance and Disability Plans
Cellular plan discounts
Auto Insurance discounts
Company
LiveOnNY
Connecting donors with real patients.
Founded in 1978
201-500 employees
H1B Sponsorship
LiveOnNY 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
2023 (1)
Funding
Current Stage
Growth StageLeadership Team
Leonard Achan RN, MA, ANP
President and CEO
Kervens Louissaint
Senior Vice President Chief Clinical Officer
Recent News
PR Newswire
2025-08-25
Company data provided by crunchbase