Information Technology Service Management (ITSM) Engineer Level 2

LiveOnNY•New York, NY

3d•$80,000 - $100,000

About The Position

Ready for a Life-Changing Career? Join LiveOnNY and Make a Lasting Impact LiveOnNY is a federally designated organ procurement organization (OPO) dedicated to honoring, saving, and transforming lives through organ and tissue donation. As a member of our team, you’ll be part of a mission-driven nonprofit organization working alongside more than 100 hospitals to support organ and tissue donors and their families—helping to bring the gift of life to those on the national transplant waitlist. Serving a vibrant and diverse population of 13 million across New York City and the counties of Nassau, Suffolk, Westchester, Orange, Putnam, Dutchess, and Rockland, LiveOnNY is proud to be one of the highest-performing OPOs in the country. Over the past three years, we’ve seen a 70% increase in organ donation—driven by the compassion and generosity of New Yorkers. Explore a career where your work truly matters. At LiveOnNY, you’ll grow professionally while helping others live on. The Information Technology Service Management (ITSM) Engineer Level 2 is responsible for providing first contact support of incoming requests to the service desk via telephone, web portal and email to ensure courteous, timely, and effective resolution of end-user issues. The ITSM Engineer Level 2 provides advanced IT support, resolving complex issues related to hardware, software, telephony, networks and XX as well as prioritizes service requests according to defined processes to meet defined SLAs. In this role, you will report directly to and work closely with the Manager Information Technology, as well as the Chief Architect, other ITSM Engineers and Business Customers.

Requirements

Bachelor’s degree, high school diploma or equivalent help desk experience in health-related field. Windows 10 & 11, MS Office o365, Dell Laptop /Desktop experience.
The ideal candidate should have a strong working knowledge of all thing’s information technology, including hardware, software and networks.
Excellent critical thinking skills to help design, deploy and manage LiveOnNY’s technological needs. Ability to troubleshoot advanced technical issues.
Excellent interpersonal ability, with aptitude to handle multiple tasks, mentor Level 1 ITSM Engineers and explain technical concepts and instructions to non-technical staff members.
Participates in medium to large sized projects according to project management schedules and needs.
Support the research and implementation of new technologies and platforms supporting business objectives. Participate in project initiatives related to system upgrades and new technology implementations.
Safeguard company data by ensuring cybersecurity procedures and regulatory guidelines are followed.
Recommend improvements when appropriate.

Nice To Haves

Working knowledge of help desk related activities, networks, IMAC platform, ITSM platforms, EMR platforms, SaaS and CCaaS principles.
Industry certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus.

Responsibilities

Tier 2 Service Desk Support: Serve as the initial point of contact for technical support via phone, email, or ticketing system. Support customers by researching, diagnosing, troubleshooting issues, and resolving service requests that cannot be resolved by Level 1 ITSM Engineers. Log, analyze, resolve, respond to, and document end user service requests, escalating as appropriate. Support user account access and identity management. Perform inventory management activities as required in coordination with asset management. Strong understanding and skills in SLA and KPI Management. Follow documented procedures for endpoint deployment and complex IT tasks. Handle all tasks related to the infrastructure equipment based on instructions provided by a remote technical assistance team that specializes in different products and categories. Work with certified technicians and project managers to troubleshoot advanced issues. Escalate requests and problems to IT management as needed.
Collaboration & User Productivity Tools: Provide remote and in-person troubleshooting for end-user hardware including laptops, monitors, docking stations, and peripherals. Support users in navigating collaboration tools such as Microsoft Teams for chat, meetings, and document sharing.
Operational & Compliance Support: Adhere to all information technology processes. Monitor and maintain system performance, proactively addressing potential issues to minimize downtime. Manage and optimize software deployments, including user provisioning, policy enforcement, and advanced troubleshooting. Participate in quarterly compliance reviews or inventory checks as required. Conduct root cause analyses for recurring issues and recommend long-term solutions.
Team Leadership and Communication: Participate in fostering a culture of collaboration, accountability, and continuous learning. Mentor and provide guidance to Level 1 technicians to improve overall team performance and technical expertise.