Technical Support Specialist - Service Desk

Direct message the job poster from SDK Software, Inc.

Provide support for issues related to password resets, MS Office, Windows, Epic EMR, VMWare VDI, Cisco AnyConnect VPN, Printers, PC's, laptops, Medication Carts, Wireless PC carts, as well as some issues relating to other applications supported by NYC H H
Manage level 1 & 1 ½ Incident/service requests from report to resolution.
Receive, prioritize, document and actively resolve end user help requests
Triage requests to ensure accurate transfers and escalation, per service level agreements (SLA)
Track open tickets (via ServiceNow) and monitor ticket progress per SLA, close ticket items when resolve
Follow escalation and paging procedures to ensure SLAs are being met
Provide support and services to users, seeking to resolve as many calls as possible at level 1
Provide customer with a single point of contact for Service Desk activities, for problems, incidents and request items
Provide a positive experience to clients through meeting and exceeding customer expectations, and engendering confidence that requests will be resolved
Participate in special projects as needed and perform other duties as assigned
Must be able to work independently as well as work as part of a fast-moving team
Must be able to work at various locations when necessary along with working various shifts

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