NYC Health + Hospitals
Lead Facility Desktop Support Technician
NYC Health + Hospitals, New York, New York, us, 10261
Lead Facility Desktop Support Technician
Join to apply for the Lead Facility Desktop Support Technician role at NYC Health + Hospitals.
Pay range: $95,142.00 per year.
NYC Health + Hospitals is the largest public health care system in the United States. We provide essential outpatient, inpatient and home-based services to more than one million New Yorkers every year across the city’s five boroughs. Our large health system consists of ambulatory centers, acute care centers, post-acute care/long-term care, rehabilitation programs, Home Care, and Correctional Health Services. Our diverse workforce is uniquely focused on empowering New Yorkers.
At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons.
Duties & 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.
Minimum Qualifications
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 "1" 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 "1" above; or
Education and/or experience equivalent to "1", "2", or "3" 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 "1" above.
Required Knowledge Areas, Skills, Abilities, And Other Qualifications
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.
How To Apply If you wish to apply for this position, please apply online by clicking the "Apply for Job" button.
Note: Candidates selected for a position are required to come to NYC as part of their onboarding.
Referrals increase your chances of interviewing at NYC Health + Hospitals by 2x.
Seniority level Mid-Senior level
Employment type Full‑time
Job function Information Technology
Industries Hospitals and Health Care
#J-18808-Ljbffr
Pay range: $95,142.00 per year.
NYC Health + Hospitals is the largest public health care system in the United States. We provide essential outpatient, inpatient and home-based services to more than one million New Yorkers every year across the city’s five boroughs. Our large health system consists of ambulatory centers, acute care centers, post-acute care/long-term care, rehabilitation programs, Home Care, and Correctional Health Services. Our diverse workforce is uniquely focused on empowering New Yorkers.
At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons.
Duties & 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.
Minimum Qualifications
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 "1" 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 "1" above; or
Education and/or experience equivalent to "1", "2", or "3" 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 "1" above.
Required Knowledge Areas, Skills, Abilities, And Other Qualifications
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.
How To Apply If you wish to apply for this position, please apply online by clicking the "Apply for Job" button.
Note: Candidates selected for a position are required to come to NYC as part of their onboarding.
Referrals increase your chances of interviewing at NYC Health + Hospitals by 2x.
Seniority level Mid-Senior level
Employment type Full‑time
Job function Information Technology
Industries Hospitals and Health Care
#J-18808-Ljbffr