The Service Desk Analyst provides support to all the computer end-users of The Brooklyn Hospital Center including all of its remote sites. Responsible for end to end resolutions of issues that come with the ticketing system. Works and/or collaborates on information technology projects, and other various tasks that are needed to support the Hospital data center and/or network, including vendor support resolution, following the Hospital Service Level Agreements (SLA) AND Information Technology Infrastructure Library (ITIL) practices.

Qualifications

Bachelor of Science / Bachelor of Arts Degree in an information technology related field or higher degree
and / or
Combination of relevant work experience (see below) and Certifications (see below)
Minimum of five (5) years of relevant/equivalent work experience
Valid New York State Driver’s License
CISCO Certified Network Associate (CCNA) or higher
and/or
VMware/Citrix (Server or End User Management track)
Ability to work independently and/or as part of a team.
Demonstrates the ability to troubleshoot using Information Technology Infrastructure Library (ITIL) methodology, as well as out-of-the-box thinking.
Knowledge of the operating systems of Windows 7, Windows 10, Apple iPhone, Apple iPad, and/or Mac OSX.
Advanced knowledge of Windows Server 2008R2/2012R2 with a focus on Windows Active Directory, Ubuntu Linux OS.
Working knowledge of Cisco Networking Equipment, including, but not limited to Cisco Catalyst and Nexus switches, Cisco software solutions of Cisco Prime, Cisco Stealth watch, Cisco ISE, and/or Cisco AMP or equivalent software.
Ability to understand VMware related products and/or Citrix related produces and/or Microsoft related productions that are both end user based and server-based solutions or hardware.
Ability to learn new systems independently and/or part of training sessions and/or part of knowledge base articles provided by the Brooklyn Hospital Information Technology Department.
Knowledge of ServiceNow platform or equivalent ITIL ticketing system use.
Knowledge of remote support tools including by not limited to Bomgar, WebEx, and other equivalent tools that are authorized by the Brooklyn Hospital Information Technology department.
Have an understanding of Cisco IP VoIP systems or equivalent IP VoIP based systems
Basic creation knowledge of PowerShell and batch file scripting
Excellent writing and oral skills in English.
Ability to demonstrate, adheres to, and promotes The Brooklyn Hospital Center’s Service Excellence Standards.
Ability to work a standard shift, weekend, night time work, and/or irregular hour shifts for projects and other functions that might not happen during normal business hours.
Ability to respond to network and server related incidents at night time on a rotating schedule with other members as the escalations point of contact.

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