Weill Cornell Medicine
IT Support Specialist II
This job is now closed
Job Description
- Req#: 90685
- Handles calls, chats, and emails as assigned while adhering to the schedule set out by the Service Desk Supervisor and/or Support Services Manager.
- Manages all assigned work using ticketing system. Logs all activities and case updates in a timely and detailed manner.
- Creates and maintains accurate asset records for all devices worked on. Updates and manages IP address assignments in database.
- Provides clear ownership and resolution of incidents logged by the team to agreed SLA’s and KPI’s.
- Gains extensive familiarity with departmental and organizational policies, processes, departmental structure and leadership.
- Identify root causes of problems and provides feedback to improve Service Operations processes and technologies. Contributes heavily to the Knowledge Base, adding and editing articles.
- Oversees the prioritization of tickets, ticket and ACD queue management, scheduling and resource planning to ensure service levels are met.
- Oversees, assists, and helps coach and train level one technicians in all Service Desk processes and procedures.
- Takes weekly turns handling Major Incident Communications.
- High School Diploma
Title: IT Support Specialist II
Location: Upper East Side
Org Unit: Smart Desk
Work Days:
Weekly Hours: 35.00
Exemption Status: Non-Exempt
Salary Range: $36.54 - $41.04
*As required under NYC Human Rights Law Int 1208-2018 - Salary range for this role when Hired for NYC Offices
Position Summary
Reporting to the Service Desk Supervisor, provides support for all incidents and requests, ensuring that they are resolved according to service level agreements, properly escalates tickets when necessary and monitors phone and ticket queues to ensure best customer experience. Follows direction of Service Desk Supervisor, Support Services Manager and other leadership in ITS to achieve the mission of the Service Desk.
Job Responsibilities
Education
Experience
- High School or Equivalency diploma required. Associate’s degree in related field preferred. Bachelor’s degree in Computer Science highly preferred. Significant relevant experience can be substituted for formal education.
- IT Support experience and knowhow – Minimum of Four Years of Phone support of desktops and laptops running MacOS and Windows and experience with mobile device support. Prior Level 2 or higher level support experience highly desired.
- Experience with Service Now for incident, problem, and task management is preferred.
- Previous hospital or medical IT Experience a plus.
- ITIL Foundations Certified a plus.
Knowledge, Skills and Abilities
- Must be proficient in troubleshooting Apple and Windows computers, smartphones, tablets, and printers.
- Ability to plan and prioritize work while responding to rapidly changing priorities.
- Must possess excellent customer service and communication skills, both written and verbal.
- Detailed oriented and has the ability to work on multiple projects, prioritize and meet deadlines.
- Must be able to prioritize work and manage time efficiently.
- Team player; enjoys working collaboratively as part of a team as well as working independently to produce results.
- Willingness to learn new systems and skills.
- Ability to define technical issues/obstacles, collect data, establish fact, and draw valid conclusions.
- Complies with Institutional, ITS and Service Desk policies and procedures and fosters this compliance in more junior staff.
- Has a continuous desire to improve themselves and the team and accepts constructive criticism well.
Licenses and Certifications
Working Conditions/Physical Demands
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Must be willing to work flexible hours, which may include early mornings and/or late nights depending on project requirements.
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Position requires long periods of time in a sitting position. Ability to work flexible hours, including weekends, early mornings and/or late nights. It is a remote position, however, occasional travel to the office to attend meetings or other scheduled events might be required. Occasional meetings or clinical staff interactions in typical patient care areas may be required, though direct patient exposure is not expected. As a technology services professional you will have exposure and/or access to confidential information, including highly regulated and highly sensitive data, as part of your normal duties. Such data may include protected health information personally identifiable information, student and financial data, staff data and research data. Access to data within systems that contain significant portions of confidential records will be necessary to do your job however, viewing of that information in individual detail is generally incidental. The privacy training course is required to be completed annually by all employees.
Weill Cornell Medicine is a comprehensive academic medical center that is committed to excellence in patient care, scientific discovery, and the education of future physicians and scientists in New York City and around the world. Our doctors and scientists - faculty from Weill Cornell Medical College, Weill Cornell Graduate School of Medical Sciences, and the Weill Cornell Physician Organization - are engaged in world-class clinical care and cutting-edge research that connect patients to the latest treatment innovations and prevention strategies. Located in the heart of the Upper East Side's scientific corridor, Weill Cornell Medicine's powerful network of collaborators extends to its parent university Cornell University; to Qatar, where an international campus offers a U.S. medical degree; and to programs in Tanzania, Haiti, Brazil, Austria and Turkey. Our medical practices serve communities throughout New York City, and our faculty provide comprehensive care at NewYork-Presbyterian Hospital/Weill Cornell Medical Center, NewYork-Presbyterian/Lower Manhattan Hospital, NewYork-Presbyterian Hospital/Brooklyn Methodist Hospital, NewYork-Presbyterian Hospital/Westchester Behavioral Health Center, and NewYork-Presbyterian/Queens. At Weill Cornell Medicine, we work together to treat each individual, not just their conditions or illnesses, as we strive to deliver the finest possible care for our patients - the center of everything we do. Weill Cornell Medicine is an Equal Employment Opportunity Employer. Weill Cornell Medicine provides equal employment opportunities to all qualified applicants without regard to protected status, including race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, or genetic information.