Principal Duties:
Job Summary
Under supervision of the Directors of End User Innovations, with considerable latitude for independent action or the exercise of independent judgment, is responsible for the analysis, design, development, implementation, enhancement, maintenance and security of database management systems, operating systems, data communications systems, applications, mobile applications, websites, and/or related software functions.

General tasks and responsibilities will include:

• Develop a strong aptitude and use of system management tools and infrastructure systems that support the end user devices environment, JAMF, Apple Business Manager, SCCM, Active Directory, Workspace One, Google Workspace, Nexthink, Network Infrastructure etc. along with an aptitude for process improvements and automation.
• Diagnoses problems and communicates technical issues to technical and nontechnical audiences.
• Creates, maintains and implements source code and may participate in application analysis and testing.
• Prepares program specifications and diagrams, develops logic flowcharts and documents program development and revisions.
• Ensuring compatibility with the existing configuration, end user device support, ensuring configuration standards are met in alignment with Clients mission critical goal of providing service excellence in patient care.
• Responsible for establishing and maintaining End User Device standards, ensuring configuration standards are met in alignment with the Clients mission critical goal of providing service excellence in patient care.
• Responsible for administering systems and maintaining servers used to support the end user devices environment.
• Appropriately plan and Product the required evaluation and testing required for establishing standard hardware and software for use within the environment.
• Consults with device and application engineers to develop and evaluate desktop and device application solutions, including configuration management, repairs, maintenance or operations of the end user device environment.
• Identify opportunities for improvement and pursue innovations that will enhance end user devices.
• Proactively identify any ongoing device issues, observing reoccurring incident trends.
• Promptly analyzing incident tickets and end-user incoming call problems and support requests to determine restoration strategy and approach.
• Providing direct, over the phone or remote troubleshooting of end user devices and coordinating with local technical staff as appropriate to resolve issues in a timely fashion.
• Use diagnostic tools to troubleshoot problems associated with the infrastructure, workstation hardware or software and applications, leveraging tools capabilities and methodologies to resolve problems.
• Lead, attend and collaborate in meetings with vendors and other Client Hospitals departments.
• Required to travel to the various facilities within the five boroughs to provide onsite support to resolve escalated issues.
• Identify the appropriate teams for the escalation of issues when assistance is required to resolve the problem.
• Follow through to ensure that escalated items are resolved.
• Responsible for ensuring that documentation is completed for installation process and procedures and that it s disseminated to the required support staff.
• Performs general preventative and remedial maintenance tasks on servers, end user devices and any other authorized peripheral equipment.
• Escalation point for the team members within the End User Innovations team.
• May supervise a unit engaged in work related to the above areas or may independently perform related work of a highly complex, technical nature. In the temporary absence of the supervisor, may perform the duties of that position.
• Mentor junior staff and assist with knowledge transfer and skill development.
• Assist with the creation and maintenance of Standard Operating Procedure documents for managed systems.
• Attend conferences and training to increase knowledge on new and upcoming technologies.
• Performs work in compliance within specified warranty requirements and returns defective equipment/parts to maintenance inventory, document customer repairs, maintains and restocks assigned parts inventory.
• Accurately and promptly record incidents and service request ticket work logs and service restoration activities in the incident management system with the date, time and restoration activities summaries.
• Maintains, follows and consistently demonstrates a general knowledge of EITS and Clients guidelines, processes, practices and procedures.
• Ensures that there is enough support to clients and provide friendly customer service to end-users and for local and enterprise wide project implementations.
• Managing time efficiently, effectively, set priorities appropriately, schedule calls, able to maintain professional demeanor under stress and operates within the standard operating procedures.
• Adhering to attendance and timesheet policy standards.

Qualifications:
Jamf Certified (eg. 300, Certified Admin)
Any technical Certification, e.g. CompTIA, A , Network , Microsoft, Cisco, Apple