Job Summary
No Sponsorship Open Door is currently seeking a Desktop Support Technician in our Tarrytown site location. The Desktop Support Technician has overall responsibility support and maintaining Open Door end-user technologies, such as laptops, desktops, phones, printers, and other peripherals. This person will troubleshoot problems (either in person or by telephone) in a timely and accurate fashion and provide end-user assistance where required.

Duties

• Level 1/2 Desktop Technician providing advanced technical support for desktop and laptop computers, including hardware and software troubleshooting and repair.
• Utilize technical skills to analyze, interpret, and manage technical incidents
• Receive and respond to calls and/or tickets regarding technical issues and requests
• Maintain, diagnose and troubleshoot problems with Windows operating system and various software applications, file-sharing, telephone, and printing.
• Administer and resolve issues with associated end-user hardware and software products
• Write, update, maintain documentation; end-user and internal (IT)
• Document common issues/causes/solutions, create user and web based guides in ServiceNow as well as FAQ’s into the knowledgebase.
• Update ticketing system tickets appropriately, include all relevant information related to troubleshooting and results.
• Ensure tickets are completed within agreed SLA’s
• Interact with vendors to resolve technical problems with desktop computing equipment and software
• Will take on some EUC project-based work in support of management and Sr. DS Technician when needed.
• Will aid in application support for installed and cloud-based applications supporting the Application Business analyst
• Update and maintain the IT inventory
• Stay current with the latest industry trends, technologies, and best practices and regularly discuss this with management.

Qualifications

• EDUCATION: High School diploma but preferably Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• 2+ years work experience in an IT support role
• Fully in office position, limited work from home
• On-call availability and occasional overtime may be required
• Ability to travel to local Open Door sites as this role rotates site to site
• Display high-energy, self-motivation, flexibility and an ability to multitask and prioritize demands in a fast-paced environment. Must possess a keen attention to detail and an ability to work effectively under pressure
• Ticket management, specifically ServiceNow experience preferred. Must have experience in working with enterprise Ticket management system.
• Healthcare IT background, preferred. Experience supporting and maintaining Electronic Medical Records systems, Dental systems, and other medical systems preferred. E.g. eClinicalWorks
• Intermediate knowledge of desktop and laptop PC hardware
• Working technical knowledge of current networking protocols, operating systems, and standards.
• Demonstrate strong written and verbal communication skills
• Experience with Active Directory, Group Policy, and remote management tools.
• Working experience of Microsoft Office 365 (and preferably certifications)
• Experience with working with a MDM, Microsoft Intune desired, and other software management tools, PDQ deploy & Inventory software a plus.
• Demonstrate strong customer service skills with the ability to speak to individuals or groups of people with poise, voice control and confidence
• Must be a very organized individual with the ability to clearly document their work in accordance with office procedures.
• Experience using collaboration tools such as Microsoft Teams, and ZOOM preferred
• Experience in working with, and setting up, video conferencing units, such as Microsoft Teams Room solutions and Poly units a plus.
• Must have experience in administrative, incident response, and operational responsibilities
• Highly organized, self-directed, Team-focused collaborator
• ITIL Certification desired
• Microsoft Certification for any of Window OS, Office, O365 preferred
• Engaged in learning and continuous quality improvement
• Networking experience; patching, troubleshooting and basic configuration

PHYSICAL REQUIREMENTS

• Manual dexterity and regular hours at computer keyboard
• Approximately 75% sitting and 25% walking/standing
• Bending and lifting may be required
• Potential travel to site locations may be required
• Valid New York State driver license and daily access to a vehicle

Open Door is an Equal Opportunity Employer

No Sponsorship

Job Type: Full-time

Pay: $25.64 - $28.21 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Application Question(s):

• Are you Ok that this is not a remote position and a full-time in-office position?
• Do you have at least 2 years of experience doing phone support in an IT Service Desk environment?
• Are you able to work a 7.5-hour shift, starting as early as 8 am and finishing as late as 6 pm, along with a 9 am - 2 pm Saturday shift on a rotational basis?
• Do you have at least one year of experience working with an enterprise ticket management system, such as ServiceNow or something similar?
• Are you able to regularly travel between multiple work sites during the workday using your own reliable transportation?

Ability to Commute:

• Tarrytown, NY 10591 (Required)

Work Location: In person