Desktop Support Specialist I - Enterprise Visibility RTLS - Digital and Technology Partners - Onsite

Mount Sinai Health System • New York, NY

5d • Onsite

About The Position

The Desktop Support Specialist I supports the Enterprise Visibility team’s Real-Time Location Services (RTLS) infrastructure, RFID tags, sensors, probes, and related software, including the Cetani Activate and Environmental Monitoring applications. The role is based primarily at Mount Sinai Hospital and is 100% onsite, with travel to other Mount Sinai Health System locations as required. Travel may involve public transportation within the five boroughs and access to a personal vehicle for visits to MSSN or Staten Island; approved business travel and mileage expenses are reimbursed according to company policy.

The position provides end-user support, manages support tickets and RTLS hardware inventory, helps maintain batteries and RFID asset tags, assists with application testing, and coordinates asset reconciliation and temperature-control compliance with clinical, nursing, and laboratory stakeholders. It also coordinates new asset-tagging requests from initial scope review and infrastructure planning through purchasing, shipment, configuration, testing, scheduling, and setup in the Cetani application. The specialist is expected to maintain accurate data and documentation, follow team standards and Mount Sinai policies, and provide timely updates and feedback.

Requirements

• A bachelor's degree in Information Technology or a related area, or a four-year high school diploma/GED 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 using 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 slow periods, multitask during busy periods, and remain patient and professional in stressful situations.
• Excellent hardware and software troubleshooting skills.
• Advanced knowledge of Windows and Mac operating systems.
• Working knowledge of supporting and troubleshooting Microsoft O365.
• 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 or 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.
• Experience with ServiceNow.

Responsibilities

• Review emails and create support tickets as needed.
• Provide end-user support for RTLS hardware and application software, including basic application support and hardware installations.
• Log incidents and requests in the ServiceNow help desk ticketing system, keep ticket updates current, and close tickets when work is complete.
• Work with the team to research and resolve issues requiring advanced technical knowledge.
• Assist with RTLS hardware inventory by receiving, testing, recording, and tracking hardware distribution to departments.
• Submit and track return material authorizations (RMAs) for defective or replacement products.
• Review assets with low batteries, sequence locations for battery updates, update tracking tools, maintain accurate battery inventory, and recommend orders when needed.
• Install RFID asset tags, including assembly and battery replacement.
• Assist with application testing.
• Coordinate with clinical, nursing, and laboratory stakeholders on asset reconciliation and temperature-control compliance issues.
• Assist with asset recovery and maintain associated documentation for return-on-investment tracking.
• Uphold team-developed standards and ensure accurate data entry and use of application naming conventions for RTLS hardware and application data fields.
• Provide clear, timely verbal and written feedback and weekly assignment updates; attend required training.
• 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.
• Liaise with technical engineers to determine infrastructure needs and request hardware quotes from CenTrak.
• Review quotes with departments, obtain funding sources when needed, ask administration to enter requisitions when needed, track purchase orders, and provide purchase orders to CenTrak.
• Track shipments; receive, configure, and test hardware; schedule asset tagging; and design and build configurations in the Cetani application.

What This Job Offers

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