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    Workforce Computing Group Executive Desktop Support Technician - NEW YORK, United States - TEKsystems

    TEKsystems
    TEKsystems NEW YORK, United States

    1 week ago

    TEKsystems background
    Contract to Regular
    Description

    Description:

    Under the supervision of the local Workplace Computing Group (WCG) leader and the WCG Regional Support Director, maintains, analyzes, troubleshoots, and repairs computer systems, hardware, software and associated peripherals.

    Description:

    The Workplace Computing Group (WCG) is an extension of the services provided by the Enterprise Service Desk. The primary goal of the WCG is to provide localized computing support to the HHC user community. Our staff, including the Desktop Technician, provides hardware and software diagnostics and repairs in technology-enhanced healthcare environments across all of our hospital networks.

    Measurement:

    Performance Area Responsibility Key Performance Indicators (Metrics)

    Service Level Management 1. Onsite analysis, diagnosis and resolution of computing incidents.

    2. Assist in user/hardware movement and installations as well as with departmental relocations. 1. Mean time to repair (Incident)

    2. Mean time to complete Service Requests

    Quality Management 1. Ensure customer satisfaction.

    2. Perform quality work on all service requests. 1. % of First Time ticket resolution by desktop support technician

    2. % of reopened tickets

    Ticket Handling 1. Onsite incident response time.

    2. Onsite service request response time. 1. Average Incident Work Time

    2. Average Service Request Time

    Description:

    This Desktop Technician consultant position with the WCG is required to augment the existing staff and will be responsible for attending to the responsibilities detailed below:

    1. Responsible for performing hardware repairs on equipment such as desktops, notebooks, tablets, and printers, as well as performing preventative maintenance on hardware when required to do so.

    2. Accountable for giving accurate and appropriate service to end users at assigned hospital facility.

    3. Will regularly perform software upgrades and configuration enhancements as per Workplace Computing standard operation procedures.

    4. Will ensure that all requests from user are logged and proper procedures are followed.

    5. Responsible for maintaining ticket status and resolution information in BMC Remedy ticketing database.

    6. Accountable for meeting established performance metrics which will be used in performance evaluations.

    7. Will be regularly tasked with installing, repairing and troubleshooting computer hardware, software and peripherals on both the Windows and Apple platforms.

    8. Will regularly manage multiple troubleshooting tasks simultaneously while maintaining the quality of results.

    9. Will be required to perform other duties as assigned/required.

    Skills:

    Desktop Support, Hardware Deployment and Swap outs, Elbow to Elbow Support, Go Live Support, Desktop Support

    Top Skills Details:

    Desktop Support, Hardware Deployment and Swap outs, Elbow to Elbow Support, Go Live Support, Desktop Support

    Additional Skills & Qualifications:

    This person needs to be mature and needs to have worked on their own before. They will have limited oversight and will need to provide high level support to these end users on a day to day basis.

    Experience Level:

    Intermediate Level

    About TEKsystems:



    We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

    The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

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