Job Opportunities

Lead Service Desk Technician

Apply now Job No: 495859
Local Title: Lead Service Desk Technician
Budget Title: Lead Programmer/Analyst
Work Type: Full Time
Location: Brooklyn, NY
Categories: Administrative, Information Technology


Are you looking to take your career to new heights with a leader in healthcare? SUNY Downstate Health Sciences University is one of the nation's leading metropolitan medical centers. As the only academic medical center in Brooklyn, we serve a large population that is among the most diverse in the world. We are also highly-ranked by Castle Connolly Medical, a healthcare rating company for consumers, among the top 5 leading U.S. medical schools for training doctors.

Bargaining Unit:


Job Summary:

The Department of Information Services at SUNY Downstate Health Sciences University is seeking a full-time Lead Programmer Analyst/Lead Service Desk Technician. The successful candidate will:

  • Assure phone coverage in the Helpdesk office that includes proper triage of customer calls, processing incoming calls to the Help Desk via telephone, email and web based systems.
  • Log and document all support calls in the current ticketing system (also is referred to Footprints).
  • Assist in the development of manuals and procedures, assist in Active Directory cleanup process, and assure issues are escalated in a timely manner utilizing Footprints.
  • Meet project deadlines and user work requisitions.
  • Monitor the Network Management/Alerting systems and respond appropriately.
  • Coordinate timely repair of computers, printers, mobile devices as well peripherals, which might be covered by third party maintenance agreements, ability to make decisions an escalate issues, when necessary.
  • Assist in conducting research on emerging products, services, protocols and standards in support of Help Desk technology procurement and development efforts.
  • Escalation contact for all critical issues and requests for VP functional areas.
  • Create or update internal knowledge base documentation and frequently asked questions resources on internal to aid in problem solving.
  • Routinely check voice mail and Help Desk queue in the current ticketing System also known as Footprints for outstanding end user requests.
  • Monitor and test fixes to ensure reported issues have been adequately resolved.
  • Provide ad-hoc IT related quotations and ensure all standard hardware quotations are up to date.
  • Contribute to the development of Knowledge Management, that includes user guides and FAQs (Frequency Ask Questions) for end users.
  • Adhere to Customer Support Service Level Agreements and Operational Level Agreements within IT teams.
  • Ensure courteous, timely, and effective resolution of end user issues.
  • Act as an escalation point for helpdesk operation at the time when the manager is absent.
  • Attend training seminars, conferences, and trade shows to broaden knowledge of current and future trends and technologies.
  • Demonstrate flexibility by working in conditions such as:
    • Traveling to various offsite locations.
    • Additional working hours, as required or needed.
    • Possibility of evening, night, or weekend shift.
    • Sitting for extended periods of time.
    • Dexterity of hands and fingers to operate a computer keyboard, mouse, and handle other computer components.

Required Qualifications:

  • Technology Customer Service/Help Desk experience.
  • Experience in both Windows base and Apple PC's required.
  • Extensive experience with Microsoft based applications including Outlook.
  • Excellent interpersonal, written, communication, analytical, and creative skills.
  • Excellent approach to information systems/problems.
  • Exceptional knowledge of computer hardware including Microsoft Window environment.
  • Experience in application, particularly clinical application support.
  • Working knowledge of a range diagnostic utilities.
  • Strong documentation skills.
  • Keen attention to detail.
  • Experience working in a team oriented, collaborative environment.
  • Exceptional customer service orientation.
  • Ability to prioritize and executive tasks in a high-pressure environment.
  • Ability to present ideas in a user-friendly language to non-technical end users.
  • Ability to absorb and retain information quickly.
  • Familiar with ITIL processes.

Preferred Qualifications:

  • Bachelor's Degree preferred or a minimum of 3-years of experience.
  • Previous experience in supervising a team is preferred.

Work Schedule:

Monday to Friday; 9:00am to 5:00pm

Salary Grade/Rank:


Salary Range:

Commensurate with experience and qualifications


COVID-19 Vaccination Requirement:


  An approved COVID-19 vaccination.

Executive Order:

Pursuant to Executive Order 161, no State entity, as defined by the Executive Order, is permitted to ask, or mandate, in any form, that an applicant for employment provide his or her current compensation, or any prior compensation history, until such time as the applicant is extended a conditional offer of employment with compensation.  If such information has been requested from you before such time, please contact the Governor’s Office of Employee Relations at (518) 474-6988 or via email at

Equal Employment Opportunity Statement:

SUNY Downstate Health Sciences University is an affirmative action, equal opportunity employer and does not discriminate on the basis of race, color, national origin, religion, creed, age, disability, sex, gender identity or expression, sexual orientation, familial status, pregnancy, predisposing genetic characteristics, military status, domestic violence victim status, criminal conviction, and all other protected classes under federal or state laws.

Women, minorities, veterans, individuals with disabilities and members of underrepresented groups are encouraged to apply.

If you are an individual with a disability and need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please contact Human Resources at


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