Provide on-site and occasional remote IT support to end users across workstations, mobile devices, printers, and connected peripherals in NYC.

Troubleshoot workstation, laptop, printer, mobile, IoT, and peripheral issues using diagnostic tools and systems; resolve independently or escalate to the appropriate IT technical resource.
Triaging complex problems that may involve multiple technologies, including networking and security.
Handle IT tickets for remote offices and buildings across multiple NYC boroughs within New York City.
Use a ticketing system to manage assigned cases, log activities and updates, and maintain accurate asset records for devices worked on.
Configure and manage device network connectivity, including port activation and IP assignment.
Configure and deploy desktops, laptops, operating systems, mobile devices, printers, and IoT devices with standard software and required network connectivity plus user configurations and preferences.
Confirm devices meet institutional security standards before network connection, including requirements related to encryption, device management, and protection.
Answer end-user technology questions and provide general information on departmental computing policies and service agreements.
Support service delivery by helping ensure metrics and service level agreements are met, with timely responses aligned to SLAs.
Contribute to and help maintain the Knowledge Base.
Coordinate and execute large-scale hardware refreshes and office relocation projects.
Provide white-glove support to Senior/Executive Leadership as needed.

Experience using an IT Service Management ticketing system.
Experience supporting end-user technology services, including:
- Windows and Mac OS desktop support
- iOS and Android mobile device support
- Exchange support in an enterprise environment
Ability to troubleshoot Apple and Windows computers, smartphones, tablets, printers, and IoT devices.
Comfort navigating different OS/GUI environments across devices.
Knowledge of Citrix environments and virtualization technologies.
Network connectivity troubleshooting experience.
Ability to work as an individual contributor and as part of a team.
Ability to work with minimal supervision across remote offices and locations throughout New York.

2 years of IT Support experience in an enterprise environment (approximately).
An Associate's degree is preferred.

Flexible schedule including weekends, early mornings, and/or late nights.
Office environment with some physical discomforts such as dust, dirt, and noise.
Light travel between office locations, primarily within NYC.
Occasional meetings or interactions in typical patient care areas may be required; direct patient exposure is not expected.
Occasional lifting/moving of computer equipment or similar objects up to approximately 25 lbs.
Exposure to or access to confidential information as part of normal duties, including highly regulated and highly sensitive data (may include protected health information, personally identifiable information, student and financial data, staff data, and research data); access to systems containing significant portions of confidential records will be necessary.

USD 38 - 46 per hour (hourly range noted as $38.79 - $46.04)
Salary range for this role when hired for NYC offices as required under NYC Human Rights Law Int 1208-2018

IT Support Analyst I

Job Description