Desktop Support Technician II

1140738_RR00103136 Job ID: 1140738_RR00103136

NYU Langone Health is a world-class, patient-centered, integrated academic medical center, known for its excellence in clinical care, research, and education. It comprises more than 200 locations throughout the New York area, including five inpatient locations, a children's hospital, three emergency rooms and a level 1 trauma center. Also part of NYU Langone Health is the Laura and Isaac Perlmutter Cancer Center, a National Cancer Institute designated comprehensive cancer center, and NYU Grossman School of Medicine, which since 1841 has trained thousands of physicians and scientists who have helped to shape the course of medical history. At NYU Langone Health, equity, diversity, and inclusion are fundamental values. We strive to be a place where our exceptionally talented faculty, staff, and students of all identities can thrive. We embrace diversity, inclusion, and individual skills, ideas, and knowledge. For more information, go to nyulangone.org, and interact with us on LinkedIn, Glassdoor, Indeed, Facebook, Twitter, YouTube and Instagram.

Position Summary

We have an exciting opportunity to join our team as a Tech II.

In this role, the successful Telecommunications Support Specialist will implement, maintain, and support end-user infrastructure and telecommunications systems, including Nortel, Avaya, and Cisco equipment. This role involves Tier 2 technical support, troubleshooting hardware and software issues, and escalating complex problems when necessary. The ideal candidate will provide exceptional customer service, effectively communicate technical solutions, and offer guidance and training to users and technical staff. Responsibilities also include monitoring and maintaining ticket queues, ensuring timely resolution of requests, and documenting technical solutions and procedures. You will contribute to various technology projects, including software and hardware installations, system upgrades, and testing of new technologies. Experience with Distributed Antenna Systems (DAS) and telecom provisioning is a plus. If you are proactive, detail-oriented, and thrive in a collaborative environment, we encourage you to apply and be part of our dedicated technical support team.

Job Responsibilities

Technical Skills (End User Device administration/configuration/support/troubleshooting, Use of tools and utilities):

• Responsible for the implementation, installation, maintenance and support of End User Infrastructure Telecommunications Support equipment, software and connectivity for all telephone related equipment (Nortel, Avaya, Cisco)
• Responsible to implement known solutions to software and hardware problems and perform basic troubleshooting in their area of expertise.
• Provide over-the-phone and on-site Tier 2 assistance to users: problem identification, instruction, and resolution of problems; escalate to Tier 3 when necessary.
• Perform diagnostic checks (Hygiene) on Telecommunications Servers. Assist with regularly scheduled Patching.
• Analyzes a chain of events and chooses the appropriate approach or procedure to address a work task.
  
  

Customer Service And Communication

• Demonstrate an ability to communicate technical terms, MCIT policies, and difficult messages to end users in a service-oriented fashion.
• Provide one-on-one instructions/training/guidance to end users and the Technical Support Staff on use of hardware/software and standard procedures.
• Provide exemplary customer service across all levels of the organization; embrace a never-say-no attitude when addressing customer issues.
• Follow established guidelines and standards to communicate consistent messages aligned with other members of MCIT.
  
  

Administrative Tasks & Record Keeping

• Responsible to assist with creation and maintenance of written documentation on problem solutions, tool configurations and end user documentation.
• Monitor the assigned Telecommunications queue(s) in the Front Range Ivanti ticketing system. Log real time written journal entries documenting actions taken on all ticket requests. Close tickets within established service levels.
• Be compliant with all responsibilities and administrative tasks.
  
  

Project Participation

• Assist and participate in implementing and planning small projects or projects that are specific to the tech's assigned department.
• Involved in the installation, rollout, and/or upgrade of new software, hardware, systems, servers, networks, etc.
• Participates in testing and evaluating new software, hardware, systems, servers, networks, etc. and implements prototypes. Distributed Antenna System (DAS)
• Provisioning telecom related activities
  
  

Additional Position Specific Responsibilities

TECHNICAL EXPERTISE: Has experience with the following Technologies or has direct hands on: Avaya Telephony VoIP and TDM Hardware, Cisco CUCM V11.5 & V12, Unity ConnectionV9.2, V11.5& V12, Avaya or Cisco Call Centers, Ethernet Private Lines, SD WAN, PSTN Voice: POTS, DID, Toll Free, ISDN BRI & ISDN PRI, Dial Plan Techniques, SIP , DAS and UHF a Plus.

Minimum Qualifications

To qualify you must have a BA/BS degree with 2 or more years of related experience.

Qualified candidates must be able to effectively communicate with all levels of the organization.

NYU Langone Health provides its staff with far more than just a place to work. Rather, we are an institution you can be proud of, an institution where you'll feel good about devoting your time and your talents.

NYU Langone Health is an equal opportunity and affirmative action employer committed to diversity and inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration without regard to race, color, gender, gender identity or expression, sex, sexual orientation, transgender status, gender dysphoria, national origin, age, religion, disability, military and veteran status, marital or parental status, citizenship status, genetic information or any other factor which cannot lawfully be used as a basis for an employment decision. We require applications to be completed online.

If you wish to view NYU Langone Health's EEO policies, please click here. Please click here to view the Federal "EEO is the law" poster or visit https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm for more information.

NYU Langone Health provides a salary range to comply with the New York state Law on Salary Transparency in Job Advertisements. The salary range for the role is $62,400.00 - $79,488.40 Annually. Actual salaries depend on a variety of factors, including experience, specialty, education, and hospital need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.

To view the Pay Transparency Notice, please click here