Desktop Support Specialist I - Icahn School of Medicine - Days Onsite Monday - Friday 9am - 5pm

Mount Sinai Health System • New York, NY

56d • $27 - $43 • Onsite

About The Position

The Desktop Support Specialist I evaluates business problems, identifies and specifies the applications and/or systems requirements, evaluates vendor packages in relation to needs, and implements required software and hardware. This role provides support to business area management and staff at the highest customer service level for all aspects of workplace technology services, including network-based systems software and hardware, systems security, recovery and back-up procedures, troubleshooting, repairs, installations, and upgrades. The position involves managing, supporting, and troubleshooting network printers, scanners, mobile devices, etc., and moving, adding, and changing workstations throughout Mount Sinai locations and off-campus. Support may also be provided to users at remote sites outside the campus, which might require local travel. The specialist participates in testing new workplace technology packages, including remote connectivity products and equipment, implements and tests prototypes, performs installation quality assurance tests, and ensures consistency with standards, protocols, and procedures. Maintaining a high level of customer satisfaction by resolving tangible problems and concerns, and escalating to more experienced staff when necessary, is crucial. Collaboration and communication with end-users, coworkers, and upper management are essential for effective performance. The role also includes completing all required training and performing related duties as assigned.

Requirements

• A baccalaureate degree in Information Technology or related area.
• A four-year high school diploma or GED equivalent and three years of satisfactory experience in the area described above.
• At least One (1) year 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 to 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.
• Must have excellent troubleshooting skills with hardware and software.
• Advance knowledge of all Windows/MAC Operating Systems.
• Working knowledge supporting, and troubleshooting Microsoft O365.
• Working knowledge supporting, troubleshooting, and deploying iOS/Android mobile devices.
• Basic understanding of networking and familiarity with TCP/IP and DHCP.
• Demonstrated knowledge of Active Directory and basic AD administration (User and Group management).
• Hands on experience working with an ITSM/ticketing system (ServiceNow preferred).
• Requires a broad knowledge of end user computing and network-based PC/workstation systems and hardware, client functions and applications.
• Must be flexible regarding duties and hours to cover and willing to travel to offsite locations.

Nice To Haves

• A+ / Network+ / Security+ / Apple Certs

Responsibilities

• Provides support to business area management and staff at the highest customer service 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.
• Manage, support, and troubleshoot network printers, scanners, mobile devices, etc.
• Moves, adds and changes workstations throughout Mount Sinai locations and off campus.
• Provide 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.
• Maintains a high level of customer satisfaction by resolving all tangible problems and concerns and escalating to more technically experienced Desktop Support Specialists when necessary.
• 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.
• Performs related duties as assigned or requested.

Benefits

• The salary range for the role is $27.39 - $42.96 Hourly. Actual salaries depend on a variety of factors, including experience, education, and operational need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level