Customer Service Specialist

Position Summary

We have an exciting opportunity to join our team as an IT Technician II in Brooklyn.

• Resolve a specified number of tickets per day (ITSM Metrics).
• Resolve a percentage of monthly tickets using remote support tools.
• Resolve a percentage of monthly tickets at desktop sites using mobile tools and devices.
• Publish ticket updates to a self‑service interface to keep end‑users apprised of status.
• Notify all users of ticket ownership and contact information.
• Close tickets in a timely manner while striving to reduce mean time to resolve each issue.
• Demonstrate ability to communicate technical terms, policies, and difficult messages to end users in a service‑oriented fashion.
• Provide one‑on‑one instructions, training, and guidance to end users and the help desk on use of hardware/software and standard procedures.
• Provide exemplary customer service across all levels of the organization; embrace an ever‑say‑no attitude when addressing customer issues.
• Follow established guidelines and standards to communicate consistent messages.
• Responsible for implementation, installation, maintenance and support of End User Infrastructure Support equipment, software and connectivity for PDAs, PCs, Macintoshes and Windows workstations, printers, LAN, AV, videoconferencing, telephone.
• Implement known solutions to software and hardware problems and perform basic troubleshooting in your area of expertise.
• Provide over‑the‑phone and on‑site Tier 2 assistance to users: problem identification, instruction, and resolution of problems; elevate to Tier 3 when necessary.
• Perform diagnostic checks on desktop computers to maintain machine capabilities and freedom from viruses.
• Analyze a chain of events and choose the appropriate approach or procedure to address a work task.
• Assist with creation and maintenance of written documentation on problem solutions, tool configurations and end user documentation.
• Monitor the assigned desktop queue(s) in the Front Range ticket system; log real‑time journal entries documenting actions taken on all ticket requests; close tickets within established service levels.
• Be compliant with all responsibilities and administrative tasks:
  Innotas, timely journal entries, use of standard email templates, etc.
• Assist and participate in implementing and planning small projects or projects specific to the tech’s assigned department.
• Involved in installation, rollout, and upgrade of new software, hardware, systems, servers, networks, etc.
• Participate in testing and evaluating new software, hardware, systems, servers, networks, etc. and implement prototypes.

To qualify you must have typically requires 2 or more years of experience and a BA/BS degree or equivalent.

Preferred Qualifications:

None.

NYU Langone Health is an equal opportunity and affirmative action employer committed to diversity and inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration without regard to race, color, gender, gender identity or expression, sex, sexual orientation, transgender status, gender dysphoria, national origin, age, religion, disability, military and veteran status, marital or parental status, citizenship status, genetic information or any other factor which cannot lawfully be used as a basis for an employment decision.

We require applications to be completed online. If you wish to view NYU Langone Health’s EEO policies, please . Please  to view the Federal "EEO is the law" poster or visit https://(Use the "Apply for this Job" box below). for more information.

NYU Langone Health provides a salary range to comply with the New York City Law on Salary Transparency in Job Advertisements. The salary range for the role is $58,500.00 - $70,744.40 annually. Actual salaries depend on a variety of factors, including experience, specialty, education, and hospital need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.

To view the Pay Transparency Notice, please . Required Skills. Required Experience.

NYU Langone Health provides its staff with far more than just a place to work. Rather, we are an institution you can be proud of, an institution where you’ll feel good about devoting your time and your talents.