Junior EITS Service Desk Analyst

Marketing Statement

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

Purpose of Functional Assignment:

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.

Examples Of Typical Tasks:

• 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.
  
  

Minimum Qualifications

Assignment Qualification Requirements:

• 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 Areas, Skills, Abilities, And Other Qualifications:

• Understanding of ServiceNow.
• Understanding of remote desktop tools (Bomgar).
• Basic Hardware and Software Troubleshooting.
• Customer service skills and strong documentation skills
  
  

Equipment/Machines And Software Operated:

• General office equipment (e.g., computer, scanner, printer, phones).
  
  

Department Preferences

Required Knowledge Areas, Skills, Abilities, And Other Qualifications:

• Understanding of ServiceNow.
• Understanding of remote desktop tools (Bomgar).
• Basic Hardware and Software Troubleshooting.
• Customer service skills and strong documentation skills.
  
  

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.