IT&S Technician - Onsite at Orlin & Cohen Headquarters, Nassau/Suffolk County as needed

Northwell Health · Massapequa

Job Description

Supports, troubleshoots, maintains and resolves end-user software and technical issues in order to maximize effective use of technology to end users. Provides support for all end-user equipment including desktop, laptop, printers, scanners and hospital equipment.

Job Responsibility

Assisting with Epic End‑User Device (EUD) deployments, supporting Technical Dress Rehearsals (TDRs), participating in hardware refresh projects, and providing post–go‑live support across Orlin & Cohen sites.
The technician will perform device setup, troubleshooting, validation, and coordinate with the Desktop and Networking teams to ensure readiness for clinical operations.
Troubleshoot end-user equipment including printers, scanners, laptop/desktops and any other peripherals.
Provides remote and hands-on technical support and training to end users.
Assists with testing of clinical applications with users and appropriate applications teams.
Investigates problems between applications and other interfaced systems and instruments.
Assists in coordination with vendors on break/fix issues as necessary (vendor installs, monitors and maintains all hardware and all remote software systems).
Participates in the disaster recovery and back up/recovery drills.
Complies with regulatory agency standards and participates in preparation for visits.
Travel to office locations to perform job duties, as needed, is required.
Performs related duties as required. All responsibilities noted here are considered essential functions of the job under the Americans with Disabilities Act. Duties not mentioned here, but considered related are not essential functions.

Job Qualification

High School Diploma or equivalent required.
3+ years of relevant experience, required.

Preferred Skills & Experience

Hardware and Software Support

Strong troubleshooting and repair experience supporting desktops, laptops, printers, mobile carts, and Fujitsu scanners
Hands-on experience replacing and upgrading hardware components including system boards, RAM, hard drives, power supplies, etc
Ability to diagnose, resolve, and escalate hardware and software issues efficiently
Excellent vendor management skills for coordinating warranty replacements, repair services, and escalated technical issues
Maintain accurate IT asset records utilizing ServiceNow
Track equipment, asset deployment, returns, and disposal activities
RMA (Return Merchandise Authorization) processes, including shipping, receiving, and documentation of replacement parts and equipment.

Epic End-User Device (EUD) & Application Support

Support Epic client installation, configuration, upgrades, and troubleshooting on endpoint devices
Provide Epic end-user workflow and desktop support to ensure efficient clinical operations
Deploy and maintain Epic-compatible peripherals including scanners, printers, signature pads, and clinical workstations
Collaborate with Epic application and infrastructure teams to resolve clinical desktop and access-related issues
Support Citrix and Hyperspace environments utilized for Epic
Assist with Epic go-live events, system upgrades and device deployments

Professional Strengths

Excellent communication skills with the ability to coordinate effectively with vendors, technical teams, clinical staff, and leadership
Strong time management, organizational, and documentation capabilities
Proven ability to manage multiple priorities while maintaining high levels of customer service and operational efficiency

Key Competencies

Hardware Repair & Troubleshooting
Epic EUD Support
Citrix / Hyperspace
Asset Management
ServiceNow
RMA Processing
Device Deployment & Lifecycle Management
End-User Training & Support

*Additional Salary Detail
The salary range and/or hourly rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future. When determining a team member's base salary and/or rate, several factors may be considered as applicable (e.g., location, specialty, service line, years of relevant experience, education, credentials, negotiated contracts, budget and internal equity).

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