We have an exciting opportunity to join our team as Senior Epic Desktop Support Technician.
This position is a seasoned professional providing advanced expertise in a complex professional discipline. This position provides and maintains a reliable technical infrastructure to effectively serve the customer community; this may include running, maintaining, and troubleshooting systems, servers, networks, and/or desktop environments; responding promptly and effectively to customer problems; directly resolving problems or escalating to the appropriate resource and monitoring its effective resolution. Works independently with limited work direction. Work is reviewed periodically and on an exception basis.
Provide exemplary customer service across all levels of the organization; embrace a “never-say-no” attitude when addressing customer issues.
Lead and/or assist in implementing and planning large projects. Independently design technical solutions for projects/problems and select appropriate work procedures to address technical challenges.
Create and maintain documentation associated with tickets, projects and end user guidance as well as weekly time card entries.
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. Independently design technical solutions for modules of a project and select appropriate work procedures/approaches to address technical challenges.
Represent manager/team in meetings and project planning as needed. Mentors less-experienced staff with responsibility for their technical development.
Must have a BA/BS degree or equivalent and 7 or more years of work experience in healthcare and/or education or equivalent experience in complex organizations.
Requires an in-depth knowledge of personal computing, MAC and Windows PC/Workstation based LAN systems, TCP/IP protocols, personal computing, End User Infrastructure Support management tools, client functions and applications, active directory, domains, PDA support, and application troubleshooting.
Excellent consultative and communication skills, analytical ability, decisiveness, strong judgment, and the ability to work effectively with clients, IT management, staff and vendors.
Must have excellent interpersonal skills, and ability to understand the business and technical needs of the client as well as foster customer relationship building and deliver outstanding customer service.
Strong verbal and written communication skills; ability to communicate technical information to non-technical users; ability to work effectively with customers.
Candidate should be able to work in a fast-paced environment, support multiple initiatives simultaneously, prioritize work to meet and or exceed established service levels and be dependable.
Strong time management, technical and analytical skills required.
Ability to think logically and creatively in problem solving.
Contributes individually with minimal supervision and as part of a team.
Working conditions/physical demands of bending and lifting weights up to 40 pounds.
Able to think outside the box and come up with solutions to complex problems and know when to engage others for help.
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.
NYU Langone Health, a world-class patient-centered integrated academic medical center, is one of the nation's premier centers for excellence in clinical care, biomedical research, and medical education. Located in the heart of Manhattan, NYU Langone is composed of four hospitals – Tisch Hospital, its flagship acute care facility; Rusk Rehabilitation; the Hospital for Joint Diseases, one of only five hospitals in the nation dedicated to orthopaedics and rheumatology; and Hassenfeld Children's Hospital, a comprehensive pediatric hospital supporting a full array of children's health services across the medical center – plus the NYU School of Medicine, which since 1841 has trained thousands of physicians and scientists who have helped to shape the course of medical history. The medical center's tri-fold mission to serve, teach, and discover is achieved 365 days a year through the seamless integration of a culture devoted to excellence in patient care, education and research. For more information, go to www.nyulangone.org.