Service Desk Analyst

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.

• 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.