Job Description

Help Desk Analyst - Academic Informatics and Technology - Icahn School of Medicine - Onsite - Days

This is an onsite position, located at Levy Library, Monday - Friday. Shift: 9am - 5pm

Reporting to the Manager of the Academic IT Support Center, the Help Desk Analyst provides technical support to computer system users by troubleshooting hardware and software problems. This includes establishing email and active directory accounts, helping with remote access and assisting with software training in person and by telephone.

Qualifications

Minimum Education

Associates degree in Computer Science or a related discipline.

Bachelor?s Degree strongly preferred , preferably in Information Technology or a related field.

Minimum Experience

• 1 - 2 years of experience in IT or an equivalent combination of education and work experience.

• 2 years strongly preferred in a help desk position or other technical support role, supporting Windows and Mac operating systems, Microsoft Office suite and mobile devices

• Strong customer support and interpersonal skills; must have the ability to work with customers in-person and on the telephone to isolate/resolve problems.

• Must be able to communicate effectively verbally and in writing.

• Ability to perform quality work within deadlines with or without direct supervision.

Additional Skillsets (familiar with or have used):

• Ticketing Systems: ServiceNow, BMC Remedy

• Remote Desktop Tools: LogMeI, Microsoft Remote Desktop

• Operating Systems: Windows (Windows 10, Windows 11) & macOS

• Productivity Software: Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) & Google Workspace (Docs, Sheets, Gmail)

• Communication Tools: Microsoft Teams & Zoom

• Antivirus/Security Software: McAfee, Bitdefender & Windows Defender

• Active Directory Management: Microsoft Active Directory & Azure Active Directory

• Network Tools: Ping (Command-line tools) & Putty

• Basic Scripting/Automation: PowerShell (For Windows environments)

Non-Bargaining Unit, 876 - Levy Library - ISM, Icahn School of Medicine

Responsibilities

• Assists users accessing systems and software. Answers questions and assists with training users on various personal computer (PC) based software systems.

• Responds to telephone and email requests for assistance with hardware and/or software issues on PCs and Macs. Assists users in-person in library and student computing laboratories and classrooms.

• Troubleshoots and resolves email, MS Office, mobile device, printer and network problems.

• Prepares computers and printers for deployment to public areas of the library and student computer laboratories. Monitors systems to ensure they remain in good working order.

• Creates and maintains user accounts in email, Active directory and network systems.

• Maintains one or more department databases.

• Provides software to eligible users; tracks sales and licenses through funds transfer system.

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 $23.0317 - $34.5206 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.