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* DESKTOP ANALYST - L3 - Telehealth 2261

YONKERS, NY, US


Montefiore, the University Hospital for Albert Einstein College of Medicine, is one of healthcare’s most wired hospitals, widely recognized by the Hospitals & Health Networks' 15th annual Most Wired Survey for our adoption of technology to support clinical care and patient safety and privacy, infrastructure, business and administrative management, and the continuum of care.

Our experts deploy new technologies, define new business processes and provide stakeholders across the institution with the resources needed to meet their most difficult challenges. As a Montefiore IT employee, you’ll have ample opportunities to transform patient care, improve health outcomes and gain insight into the technical workings of one of the nation’s top academic medical centers.

 

The Desktop Analyst position is Level 3 support for the Apple Product Support and Development Team. The Desktop Analyst will provide day-to-day support of all Apple Hardware in the environment as well as contribute to the deployment of new hardware, emerging technologies, the Apple support toolset. Staying abreast of new Apple systems and technologies is critical to being successful in this role. This role will directly advance the Apple Product Supports Team’s overarching goal of positively impacting patient care and business processes.  The Desktop Analyst provides outstanding client service and contributes to the organization’s mission of utilizing information technology to improve patient care. 

The Desktop Analyst will also be responsible for becoming the subject matter expert on Microsoft Teams on Apple hardware for a Telemedicine project.  Telemedicine is quickly becoming mainstream across healthcare. As advances in the use of remote monitoring and patient communication take hold, experts anticipate improved patient outcomes, reduced readmissions, lowered costs, and enhanced provider wellness


JOB RESPONSIBILITIES:

  • Provide day-to-day support for Apple Hardware and Software in the environment based on the team’s support queue. This will include both remote work as well as onsite visits with the clients.
  • Deliver efficient service to the highest standard of quality.
  • Contribute to providing quality service for Executive Level support.
  • Work closely with Level 2 support on escalated incidences.
  • Become subject matter expert on Microsoft Team for all supported Apple platforms.
  • Interface with Telemedicine project and Microsoft on all outstanding issues with MS Teams.
  • Support MS Teams in the GoLive for Telemedicine project.  
  • Active role in projects and processes for large-scale deployments of new hardware and new technologies.
  • Support the Technical Lead in the building and maintaining the Apple support architecture. 
  • Document team processes and team architecture.
  • Document recurring issues into knowledgebase and notate casework.
  • Resolve issues through testing and troubleshooting, leveraging vendor support, and consulting with other internal technical teams.
  • Proactively analyze systems and distinguish non-routine issues in order to create custom solutions.
  • Maintain a high-level of technical expertise and business knowledge, particularly with Apple products. 
  • Possible nights and weekend work.
  • Will be a part of a team based On-Call schedule.

 

TECHNICAL SKILLS REQUIRED:

  • 6-8 years of experience providing Apple-related IT support.
  • In-depth knowledge in all Apple hardware and software; expert proficiency with OSX and iOS.
  • 5+ years of experience providing support for Macs in a Windows environment.
  • Adept in supporting Office for Mac.
  • Adept at Mobile Device Management.
  • Experience with large iOS deploys and implementations.
  • Adept with OSX package management, AutPkg, and Munki.
  • Adept with deploy studio.  
  • Adept with CLI.
  • Adept with Android.
  • Adept with Windows environments.
  • Experience with Citrix and VMWare. 
  • Advanced understanding of computer networking.
  • Advanced understanding of Active Directory.
  • Experience with Puppet, Sal, Django, Log Stash, and Red Hat is a plus.
  • Must have clear communication skills, both oral and written.
  • Ability to communicate the needs of users to staff in other IT departments, while interpreting Apple Hardware requirements.
  • Ability to prioritize and demonstrate organization amid rapid and frequent changes.
  • Detail oriented and mindful about following through with tasks and projects.
  • Excellent customer service skills with a natural ability to liaise with executive staff.
  • Ability to maintain, track, and report project status and metrics.
  • Candidate should be able to prepare documentation and keep the operations area informed of changes to the production environment.

 

EDUCATION:

  • Bachelor’s Degree OR Relative Work Experience; Certification as an Apple Certified Support Professional is a plus

 

Department: Montefiore Information Technology Bargaining Unit: Non Union Campus: YONKERS  Employment Status: Regular Full-Time Address: 3 Odell Plaza, Yonkers
Shift: Day Scheduled Hours: 8:30 AM-5 PM Req ID: 100928 

 

Montefiore is an equal employment opportunity employer. Montefiore will recruit, hire, train, transfer, promote, layoff and discharge associates in all job classifications without regard to their race, color, religion, creed, national origin, alienage or citizenship status, age, gender, actual or presumed disability, history of disability, sexual orientation, gender identity, gender expression, genetic predisposition or carrier status, pregnancy, military status, marital status, or partnership status, or any other characteristic protected by law. 

 

LI-KK1-REDIRECT; SF-DICE-MIT 


Mission:
To heal, to teach, to discover and to advance the health of the communities we serve.

Vision:
To be a premier academic medical center that transforms health and enriches lives.

Values
Define our philosophy of care, they shape our actions and motivate and inspire us to pursue excellence and achieve the goals we have set forth for the future. Our values include:

  • Humanity
  • Innovation
  • Teamwork
  • Diversity
  • Equity