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NYC Health + Hospitals · 3 hours ago

EITS Service Desk Analyst

New York, NY

Full-time

Hybrid

Entry Level

$60K/yr - $60K/yr

1+ years exp

NYC Health + Hospitals is the largest public health care system in the United States, providing essential health services to over a million New Yorkers. The EITS Service Desk Analyst serves as front-line IT support, focusing on delivering timely assistance to end-users while managing and resolving IT-related tickets.

Health CareHome Health CareHospitalMedicalNursing and Residential Care

H1B Sponsor Likely

Responsibilities

Manages, documents, prioritizes, and actively resolves Level 1 and Level 2 IT related to Interactions, Incidents, Service Requests, Tasks / Catalogs, and Work Orders tickets from report to resolution

Triages tickets to ensure accurate transfers and escalation, per Service Level Agreements (SLA)

Tracks, monitors and ensures ticket progress and closure per SLA, following escalation and paging procedures as required

Provides support and services to end-users, seeking to resolve as many calls as possible at Level 1 & Level 2 and for application-related issues and requests

Provides a positive experience to the end-users through meeting and exceeding expectations, and engendering confidence that requests will be resolved

Provides end-users with a single point of contact for all IT related issues or requests

Contributes to the ongoing improvement of the Service Desk processes and procedures

Maintains 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 needed and perform other related duties as assigned

Qualification

ServiceNowRemote desktop toolsNetwork TroubleshootingHardware TroubleshootingSoftware TroubleshootingCustomer ServiceDocumentation skillsTeam collaboration

Required

Master's degree from an accredited college or university in Management, Business Administration, Hospital Administration Management, Public Administration, Accounting, or related discipline, or

Bachelor's degree from an accredited college or university, and one (1) year of experience in a business, government, hospital, educational institution or non-profit organization in analysis, development and implementation of systems, methods and procedures, management information development and data coordination; or

A satisfactory combination of education, training and experience

Understanding of ServiceNow

Understanding of remote desktop tools (Bomgar)

Basic Network Troubleshooting

Hardware and Software Troubleshooting

Customer Service and strong documentation skills

Ability to work independently and collaboratively within a fast-paced team environment

Preferred

A minimum of Associate's degree in Information Technology or a closely related discipline, and three (3) years of service desk or technical support experience; or

Bachelor's Degree in Information Technology or a closely related discipline, and one (1) year of service desk or technical support experience

Company

NYC Health + Hospitals

Glassdoor3.5

NYC Health + Hospitals is an interconnected system of hospitals, health care centers, nursing homes, and home care.

Founded in 1875

New York, New York, USA

10001+ employees

http://www.nychealthandhospitals.org

H1B Sponsorship

NYC Health + Hospitals has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2020 (2)