Desktop Support Specialist I - Enterprise Visibility RTLS - Digital and Technology Partners - Onsite
About The Position
The Desktop Support Specialist I is part of the Enterprise Visibility RTLS team within Digital and Technology Partners. The role is primarily responsible for field work on real-time location services (RTLS) infrastructure and management of RFID tags and sensors/probes in the Cetani Activate and Environmental Monitoring application. The position is 100% onsite, primarily at Mount Sinai Hospital in New York City, and requires travel to other Mount Sinai Health System locations. Travel within the five boroughs may involve public transportation; travel to certain locations, including Staten Island and MSSN, requires access to a personal vehicle. Approved business travel and mileage are reimbursed according to company policy. The specialist provides end-user support for RTLS hardware and application software; manages help-desk tickets, hardware inventory, batteries, asset tags, and related records; assists with application testing, asset recovery, and compliance-related coordination; and works with clinical, nursing, laboratory, and technical stakeholders. The role also coordinates new asset-tagging requests from scope review and infrastructure assessment through hardware quotation, purchasing, receipt, configuration, testing, and deployment. Accurate data entry, adherence to team standards, timely communications, training attendance, and compliance with Mount Sinai policies and procedures are expected.
Requirements
- A baccalaureate degree in Information Technology or a related area, or a four-year high school diploma/GED equivalent and three years of satisfactory experience in the described area.
- At least one year of full-time experience in computer repair, maintenance, and installation.
- Strong customer-service and organizational skills.
- Excellent oral and written communication skills for communicating effectively with clients and superiors.
- Ability to identify problem trends based on phone-call volume and online ticketing-system entries.
- Ability to provide technical support by phone and/or desk side while maintaining a professional demeanor.
- Ability to manage changing workloads, remain productive during slower periods, multitask during busy periods, and maintain patience and professionalism in stressful situations.
- Excellent hardware and software troubleshooting skills.
- Advanced knowledge of Windows and Mac operating systems.
- Working knowledge of Microsoft O365 support and troubleshooting.
- Working knowledge of supporting, troubleshooting, and deploying iOS and Android mobile devices.
- Basic understanding of networking and familiarity with TCP/IP and DHCP.
- Demonstrated knowledge of Active Directory and basic administration, including user and group management.
- Hands-on experience with an ITSM/ticketing system; ServiceNow is preferred.
- Broad knowledge of end-user computing, network-based PC/workstation systems and hardware, client functions, and applications.
- Flexibility regarding duties and hours, and willingness to travel to offsite locations.
- Valid driver's license and reliable personal vehicle.
Nice To Haves
- A+, Network+, Security+, or Apple certifications are preferred.
- Experience with ServiceNow is preferred.
Responsibilities
- Review emails and create support tickets as needed.
- Provide end-user support for RTLS hardware and application software.
- Create and maintain incident and request tickets in ServiceNow, research and resolve issues with the team, keep ticket updates current, and close completed tickets.
- Assist with RTLS hardware inventory, including receiving, testing, recording, and tracking hardware distribution, and submitting and tracking RMAs for defective or replacement products.
- Manage battery updates by reviewing low-battery asset lists, sequencing locations, updating tracking tools, maintaining accurate battery inventory, and recommending orders when needed.
- Install RFID asset tags, including assembly and battery replacement.
- Assist with application testing.
- Liaise with clinical, nursing, and laboratory stakeholders on asset reconciliation and temperature-control compliance issues.
- Assist with asset recovery efforts and associated ROI-tracking documentation.
- Uphold team-developed standards and ensure accurate data entry and adherence to application naming conventions for RTLS hardware and application data fields.
- Provide clear and timely verbal and written feedback, including weekly assignment updates, and attend required training.
- Comply with Mount Sinai Health System policies and procedures and provide basic client support for application functions and hardware installations.
- Travel between assigned sites as required.
- Coordinate new asset-tagging requests by reviewing scope and training needs with departments, providing PEAK information, confirming training, and generating user IDs when needed.
- Coordinate with a technical engineer to determine infrastructure needs and request hardware quotes from CenTrak.
- Review quotes with departments, obtain funding sources when needed, request requisitions from administration, track purchase orders, and provide purchase orders to CenTrak.
- Track shipments; receive, configure, and test hardware; schedule asset tagging; and design and build setups in the Cetani application.
Benefits
- Approved business travel and mileage expenses are reimbursed according to company policy.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
