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SERVICE DESK SPECIALIST-LEVEL 1 - 3127

YONKERS, NY, US


Montefiore Health System employs over 36,000 including our IT division with 800 people, all focused on deploying technology, identifying process improvements, and using best IT practices to improve patient care. Our IT Service Management department is comprised of 50+ skilled IT professionals that support service management best practices and ITIL/Lean standards in order to provide excellent customer service.  This team is dedicated to connecting all areas of Montefiore Information Technology (MIT) with the business needs, with an overall focus on centralizing services, building scalable processes, streamlining workflow, and improving the in-field/off-field customer experience on an ongoing basis. Our Service Desk is Montefiore’s Single Point of Contact for all support incidents/requests/changes.

This department takes pride in providing excellent customer service, increasing process effectiveness and efficiency within IT departments, and being a customer advocate for all services provided through IT.

 

IT Service Desk Specialist Level I:

The IT Service Desk Specialist is responsible for level 1 phone support - screening, referring, and diagnosing inquiries and work requests as they relate to maintenance of personal computers and related systems. The candidate either resolves the client’s issue or escalates or refers the problem to the appropriate associate for resolution. The IT Service Desk Specialist L1 provides outstanding client service and contributes to the organization’s mission of utilizing information technology to improve patient care.

 

Responsibilities include:

  • Level 1 technology phone support for the Service Desk / Help Desk
  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware triage (remote into customers’ machines if necessary)
  • Use knowledge-base to research known solutions
  • Enter all incidents, requests into Service Desk Manager (service desk tool)
  • Keep all tickets up to date with all troubleshooting steps taken and how resolved
  • Monitor all requests and assign to correct group / Assign open tickets that cannot be resolved by the Service Desk to specified IT departments
  • Escalate to Team Lead any issue that needs more investigation
  • Follow up with customers to ensure issue has been resolved (if ticket is not resolved on phone)
  • Keep Team Lead/Manager apprised of trend in tickets that could potentially be a Major Incident
  • Be aware of all Major Incidents and communications surrounding them
  • Be conscious of all workarounds and known errors and communicate to customers as needed
  • Perform other related duties as required

 

Requirements include:

  • Flexible schedule required (weekends, evenings, nights may be required)
  • Bachelor's degree or equivalent work experience
  • IT / technology call center experience
  • 2+ years of related work experience
  • Prior experience supporting EPIC in a service desk role is desired.
  • Prior experience working with a ticket resolution system
  • Prior experience communicating with clients
  • ITIL experience preferred 

 

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: 101676 

 

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-MF1-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

 

 

 


Nearest Major Market: Yonkers
Nearest Secondary Market: New York City