Helpdesk Technician

Wyckoff Heights Medical Center seeks a Helpdesk Technician to provide Tier 1 IT support, end-user assistance, and incident management using Service Now. The role emphasizes triage, diagnostics, knowledge-base development, and collaboration with IT teams.

Location and Compensation

Location: New York, NY (onsite) | Compensation: USD 27 per hour

Education and Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field
• Associate degree in IT, computer science, or equivalent technical certifications (e.g., CompTIA A+)
• High School diploma

Responsibilities

• Provides Tier 1 help desk support
• Conducts preliminary triage of user reported problems
• Uses Service Now ticketing system to create Incidents & Requests reported by End Users by phone or emails
• Ensures all the relevant & necessary End User information is accurate
• Ensures the Tickets are analyzed and assigned accordingly to IT staff
• Escalates tickets to IT Technicians/Analysts, teams & Managers as needed
• Performs initial diagnostic evaluation of user issues to solve problems if possible
• Providing verbal and/or written instruction & guidance to users as required
• Image endpoint hardware
• Configure endpoint hardware
• Deploy endpoint hardware
• Upgrade endpoint hardware
• Troubleshoot endpoint hardware
• Troubleshoot various software and applications
• Resolve technical issues in person
• Resolve technical issues remotely
• Perform preventative maintenance on equipment and software patches
• Update all Incidents and Requests using the Service Desk ticketing system within agreed SLA’s, include all relevant information related to troubleshooting and results
• Troubleshoot basic LAN/WAN connection issues
• Receive and respond to calls and/or tickets regarding technical issues and requests
• Thoroughly document common issues/causes/solutions into the knowledgebase as well as the analysis required for resolution
• Provide both oral and written status updates to management
• Demonstrate an enthusiastic customer service-focused approach, partnering with business units in a positive, can-do manner
• Other duties as assigned by management

Requirements

• High School diploma
• An associate degree in IT, computer science, or equivalent technical certifications (e.g., CompTIA A+)
• Bachelor's degree in Computer Science, Information Technology, or a related field
• Previous experience in a technical support or help desk role
• Proficiency in Windows operating systems
• Active Directory
• MS Office Suite
• Remote management tools in an enterprise/corporate environment
• Experience with enterprise ticket management system
• Technical knowledge of current networking protocols, operating systems, and standards
• Ability to organize, prioritize, and follow up independently
• In-depth knowledge of up to date IT support methodologies and principles
• Strong analytical and problem-solving skills with the ability to work in a fast-paced, deadline-driven environment
• Experience using Microsoft Teams
• Experience using Zoom
• Healthcare IT background
• Experience supporting and maintaining Electronic Medical Records (EMR) systems and other medical systems
• Excellent troubleshooting
• Excellent communication
• Excellent customer service

Technologies

• Service Now
• Active Directory
• MS Office Suite
• Windows operating systems
• Microsoft Teams
• Zoom
• Remote management tools
• Electronic Medical Records (EMR) systems

Physical Requirements

• Lifting and moving of objects weighing up to 25 lbs