Desktop Support Technician, Lead

About NYC Health + Hospitals

Empower Every New Yorker — Without Exception — to Live the Healthiest Life Possible

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, without exception, to live the healthiest life possible.

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

• Responsible for leading WCG Group, local special projects and managing day to day technical team support and service delivery
• Ensuring timely resolution of technical issues/incident tickets for desktops, equipment, medical device technologies
• Assists in overseeing day to day operation of the Workplace Computing Group’s service Compliance, Quality Control and Service Level Areas in order to ensure optimal and best-in-class service deliveries are met and exceeded for the end-users
• Report on and communicate SLA metrics to E.I.T.S.’ onsite local Directors to drive efficiencies in technical staff service delivery
• Managing WCG asset disposition, audit and compliance standard
• Escalate issues and work with vendors as need
• Responsible and accountable for procurement of hardware, software solutions and managing inventories for the WCG supported infrastructure
• Reviewing incident management system for potential SLA misses, escalate to WCG local site Manager/Director and/or facilitate remediation action
• Organizing and managing WCG’s internal document repository document store, workflows, processes and procedures in SharePoint so that internal controls are maintained for updates, add, move, change and remove
• Facilitate budget responses by WCG local teams’ managers and in matters relating to procurements and Consultant Contract renewals
• Responsible and accountable for inventory management of hardware and software solutions for the WCG supported infrastructures
• Responsible for preparing relinquishment, relinquishment documentation and schedule relinquishment pickup
• Responsible for ensuring adequate supplies of desktops, WCG supported printers, devices and peripherals are maintained for business continuity of operation at all times for facility
• Offering effective counseling, developing, mentoring technical staff and promoting a professional working environment at all times
• Lead projects and participate in rollouts of new software, hardware solutions and roll-outs
• Making sure that junior staff adheres to WCG/EITS and NYCHHC policies, processes, procedures, regulatory standards, compliance and internal controls are met at all times
• Manage desktop hardware, mobile and desktop application/software lifecycle
• Provides technology expertise and thought leadership with emphasis on desktop, mobile, communications technologies and operational excellence
• Promptly responding to information, enquiries and service requests from IT service lines, site directors, hospital leadership and end-users
• Maintaining team work schedule and coverage at all times
• Providing technical leadership and direction required to resolve end-user issues relating to desktops and workplace technology solutions working both internal support staff, management and vendors
• Working with the WCG Sr. Director to coordinate disaster readiness, response, recovery and executions plans
• Maintaining proper grooming, attendance and ethical standards at all times for self and staff
• Adheres to attendance and timesheet policy standards

Minimum Qualifications

1. A Baccalaureate Degree from an accredited college or university with a major in Computer Science, Systems Engineering, applied Mathematics, Business Administration, Economics/Statistics, Telecommunications, Data Communications, or a related field of study; and

2. Five (5) years of progressive, responsible experience in the field of data processing, computer systems and applications.

Operations Specialty requires supervisory experience (5 years).

Network Services requires a telecommunications background and experience.

3. Broad knowledge and expertise in the characteristics of computers, peripheral devices, communications systems and hardware capabilities, programming languages, E.D.P. applications, systems analysis methodology, data management and retrieval techniques; or

4. A satisfactory equivalent combination of training, education and experience

Department Preferences

Knowledge, Skills, Abilities and other Requirements:

• Network
• Knowledge and experience installing and configuring Windows 10 desktops in an enterprise environment
• Experience with ServiceNow
• Experience Supporting EMR, EPIC and PCC
• A/V Experience

Years of Experience:

• 5 years of experience as a Lead in an IT setting