Job Description

Desktop Support Specialist II - Info Svcs BI - Digital and Technology Partners - Onsite - Days Monday - Friday Req#3020253

Location: Mount Sinai Morningside, 1111 Amsterdam Ave, New York, NY 10025 & Mount Sinai West, 1000 Tenth Avenue, New York, NY 10019

Shift: Monday - Friday 8am - 4pm

The Desktop Support Specialist II provides an escalated level of support to business area management and staff at a highly technical level for all aspects of workplace technology services including but not limited to network-based systems, software and hardware.

Qualifications

Education Requirements

1. A baccalaureate degree in Information Technology or related area and three years of experience in a helpdesk, desk side, application, or systems support role.

OR

2. A four-year high school diploma or GED equivalent and five years of satisfactory experience in the area described above.

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Experience Requirements

• At least three (3) years of full-time experience in computer repair, maintenance and installation.

• Strong customer service and organizational skills.

• Excellent oral and written skills in order to effectively communicate with clients and superiors.

• Ability to identify problem trends based on phone call volume and online ticketing system entries.

• Ability to provide technical support over the phone and/or desk side while maintaining a professional demeanor.

• Ability to handle constantly changing flow of workload; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.

Licensing and Certifications Requirements

• Certifications preferred: A+ / Network+ / Security+ / Apple Certs and Microsoft Azure Fundamentals / ITIL Foundation

Computer Skills

• Must have excellent troubleshooting skills with Hardware and software

• Advanced knowledge of all Windows Operating Systems

• Advanced knowledge supporting and troubleshooting Microsoft 365

• Advanced knowledge supporting, troubleshooting, and deploying iOS/Android mobile devices

• Advanced understanding of networking and familiarity with TCP/IP and DHCP

• Advanced knowledge of Active Directory and basic AD administration (User and Group management)

• Hands on experience working with an ITSM/ticketing system (ServiceNow preferred)

General Skills and Competencies

• Requires an in-depth knowledge of end user computing systems and hardware, client functions and applications, excellent consultative and communication skills, analytical ability, decisiveness, strong judgment, and the ability to work effectively with clients and other IT management and staff.

• Must be flexible regarding duties and hours to cover and willing to travel to offsite locations

Non-Bargaining Unit, B2N - Info Svcs - BI, Mount Sinai Beth Israel

Responsibilities

• Provides support to business area management and staff at the highest customer service and technical level for all aspects of workplace technology services including but not limited to network-based systems software and hardware, systems security, recovery and back-up procedures, troubleshooting, repairs, installations and upgrades

• Moves, adds and changes workstations throughout Mount Sinai locations and off campus.

• Provides support for Mount Sinai users at remote sites outside the campus which might require local travel.

• Participates in the testing of new workplace technology packages, including remote connectivity products, equipment, implements and tests prototypes, installation quality assurance tests and ensures consistency with standards, protocols, and procedures.

• Performs related duties as assigned or requested.

• Manage, support, and troubleshoot network printers, scanners, mobile devices, etc.

• Provides second level support on incidents and escalates problems and issues as required to various IT groups.

• Maintains the highest level of customer satisfaction by resolving all tangible problems and concerns.

• Maintains a high level of collaboration and communication to work effectively with end users, coworkers and upper management to perform related duties as assigned, requested, or needed.

• Completes all required / assigned training.

About Us

Strength Through Diversity

The Mount Sinai Health System believes that diversity, equity, and inclusion are key drivers for excellence. We share a common devotion to delivering exceptional patient care. When you join us, you become a part of Mount Sinai’s unrivaled record of achievement, education, and advancement as we revolutionize medicine together. We invite you to participate actively as a part of the Mount Sinai Health System team by:

• Using a lens of equity in all aspects of patient care delivery, education, and research to promote policies and practices to allow opportunities for all to thrive and reach their potential.

• Serving as a role model confronting racist, sexist, or other inappropriate actions by speaking up, challenging exclusionary organizational practices, and standing side-by-side in support of colleagues who experience discrimination.

• Inspiring and fostering an environment of anti-racist behaviors among and between departments and co-workers.

At Mount Sinai, our leaders strive to learn, empower others, and embrace change to further advance equity and improve the well-being of staff, patients, and the organization. We expect our leaders to embrace anti-racism, create a collaborative and respectful environment, and constructively disrupt the status quo to improve the system and enhance care for our patients. We work hard to create an inclusive, welcoming and nurturing work environment where all feel they are valued, belong and are able to advance professionally.

Explore more about this opportunity and how you can help us write a new chapter in our history!

“About the Mount Sinai Health System:

Mount Sinai Health System is one of the largest academic medical systems in the New York metro area, with more than 43,000 employees working across eight hospitals, more than 400 outpatient practices, more than 300 labs, a school of nursing, and a leading school of medicine and graduate education. Mount Sinai advances health for all people, everywhere, by taking on the most complex health care challenges of our time — discovering and applying new scientific learning and knowledge; developing safer, more effective treatments; educating the next generation of medical leaders and innovators; and supporting local communities by delivering high-quality care to all who need it. Through the integration of its hospitals, labs, and schools, Mount Sinai offers comprehensive health care solutions from birth through geriatrics, leveraging innovative approaches such as artificial intelligence and informatics while keeping patients’ medical and emotional needs at the center of all treatment. The Health System includes approximately 7,400 primary and specialty care physicians; 13 joint-venture outpatient surgery centers throughout the five boroughs of New York City, Westchester, Long Island, and Florida; and more than 30 affiliated community health centers. We are consistently ranked by U.S. News & World Report's Best Hospitals, receiving high "Honor Roll" status, and are highly ranked: No. 1 in Geriatrics and top 20 in Cardiology/Heart Surgery, Diabetes/Endocrinology, Gastroenterology/GI Surgery, Neurology/Neurosurgery, Orthopedics, Pulmonology/Lung Surgery, Rehabilitation, and Urology. New York Eye and Ear Infirmary of Mount Sinai is ranked No. 12 in Ophthalmology. U.S. News & World Report’s “Best Children’s Hospitals” ranks Mount Sinai Kravis Children's Hospital among the country’s best in several pediatric specialties. The Icahn School of Medicine at Mount Sinai is ranked No. 14 nationwide in National Institutes of Health funding and in the 99th percentile in research dollars per investigator according to the Association of American Medical Colleges. Newsweek’s “The World’s Best Smart Hospitals” ranks The Mount Sinai Hospital as No. 1 in New York and in the top five globally, and Mount Sinai Morningside in the top 20 globally.

The Mount Sinai Health System is an equal opportunity employer. We comply with applicable Federal civil rights laws and does not discriminate, exclude, or treat people differently on the basis of race, color, national origin, age, religion, disability, sex, sexual orientation, gender identity, or gender expression. We are passionately committed to addressing racism and its effects on our faculty, staff, students, trainees, patients, visitors, and the communities we serve. Our goal is for Mount Sinai to become an anti-racist health care and learning institution that intentionally addresses structural racism.”

EOE Minorities/Women/Disabled/Veterans

Compensation Statement

Mount Sinai Health System (MSHS) provides a salary range to comply with the New York City Law on Salary Transparency in Job Advertisements. The salary range for the role is $31.4521 - $47.2548 Hourly. Actual salaries depend on a variety of factors, including experience, education, and hospital need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.