Summary:

The New York Academy of Medicine is a non-profit, non-partisan organization that positively transforms the health of people living in cities. We approach our mission through research, education, community engagement and policy advocacy. Our special focus is New York, our home, but our work is national and global in scope and importance. We are a universally respected and responsive source of knowledge and a trusted partner for action with individuals and organizations who share our purpose.

The PT Help Desk Technician will provide customer assistance with software application installation, maintenance, and trouble shooting at a not-for-profit organization. The individual will investigate and resolve software and hardware problems of computer users, as well as ensure that proper care is taken to safeguard and prolong the life of the user's computer. This position is a part of a helpdesk team and requires flexibility with hours and scheduling. This position will report Monday – Thursday from 1-6pm.

Duties and Responsibilities:

• Answers, evaluates & prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies
• Collects information about problem from user and leads user through diagnostic procedures to determine source of error
• Determines whether problem is caused by hardware such as modem, printer, cables, or telephone
• Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to Supervisor
• Logs and tracks calls using problem management database, and maintains history records and related problem documentation
• Prepares standard statistical reports, such as help desk incident reports
• Analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate
• Consults with programmers to explain software errors or to recommend changes to programs
• Calls software and hardware vendors to request service regarding defective products
• Tests software and hardware to evaluate ease of use and whether product will aid user in performing work
• Develops training materials such as exercises and visual displays
• Orients users to software and hardware on-site or in classroom and recommends outside contractors to provide training
• Installs personal computers, software, and peripheral equipment
• Performs other duties as assigned

Qualifications:
Knowledge of Windows 2000, XP Professional, Server 2000, Server 2003 operating systems. Knowledge of IP networking, Novell, and backup utilities such as Backup Exec a plus. Must be in the process of obtaining a Degree in Computer Science, Information Systems, or equivalent.

To Apply
Qualified candidates should send their resume and cover letter to: hr@nyam.org. Please include "PT Help Desk Technician" in your email subject heading.

The New York Academy of Medicine is an Affirmative Action/Equal Opportunity Employer