NYC Health + Hospitals
Junior EITS Service Desk Analyst
NYC Health + Hospitals
Pay Range $55,000.00/year
Responsibilities
Under supervision, provides Level 1 support for NYC Health + Hospitals. Focuses on delivering timely and effective assistance to end-users emphasizing developing strong communication, problem-solving, and customer service skills, while gaining foundational knowledge of IT best practices within a healthcare setting.
Monitors and answers phone calls, live chat interactions, email messages, service portal support, and auto-triggered request queues during their assigned tour (I, II or III).
Provides real‑time Service Desk coverage to meet service level requirements and exceed end‑user expectations.
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 maintains 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 performs other duties as required.
Minimum Qualifications
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.
Assignment Qualification Preferences
A minimum of High School diploma or educational equivalent and four (4) years of service desk or technical support experience.
Required Knowledge, Skills & Abilities
Understanding of ServiceNow.
Understanding of remote desktop tools (Bomgar).
Basic Hardware and Software Troubleshooting.
Customer service skills and strong documentation skills.
Equipment & Software Operated
General office equipment (e.g., computer, scanner, printer, phones).
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.
Seniority Level Entry level
Employment Type Full‑time
Job Function Information Technology
Industries Hospitals and Health Care
Referrals increase your chances of interviewing at NYC Health + Hospitals by 2x
#J-18808-Ljbffr
Pay Range $55,000.00/year
Responsibilities
Under supervision, provides Level 1 support for NYC Health + Hospitals. Focuses on delivering timely and effective assistance to end-users emphasizing developing strong communication, problem-solving, and customer service skills, while gaining foundational knowledge of IT best practices within a healthcare setting.
Monitors and answers phone calls, live chat interactions, email messages, service portal support, and auto-triggered request queues during their assigned tour (I, II or III).
Provides real‑time Service Desk coverage to meet service level requirements and exceed end‑user expectations.
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 maintains 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 performs other duties as required.
Minimum Qualifications
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.
Assignment Qualification Preferences
A minimum of High School diploma or educational equivalent and four (4) years of service desk or technical support experience.
Required Knowledge, Skills & Abilities
Understanding of ServiceNow.
Understanding of remote desktop tools (Bomgar).
Basic Hardware and Software Troubleshooting.
Customer service skills and strong documentation skills.
Equipment & Software Operated
General office equipment (e.g., computer, scanner, printer, phones).
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.
Seniority Level Entry level
Employment Type Full‑time
Job Function Information Technology
Industries Hospitals and Health Care
Referrals increase your chances of interviewing at NYC Health + Hospitals by 2x
#J-18808-Ljbffr