Desktop Support Specialist I - Enterprise Visibility RTLS - Digital and Technology Partners - Onsite
About The Position
The Desktop Support Specialist I is primarily responsible for field work supporting Real-Time Location Services (RTLS) infrastructure and managing RFID tags, sensors, and probes in the Cetani Activate and Environmental Monitoring application. The position is based primarily at Mount Sinai Hospital and is 100% onsite, with travel to multiple Mount Sinai Health System locations. Travel may involve public transportation within the five boroughs and access to a reliable personal vehicle for travel to MSSN or Staten Island; approved business travel and mileage expenses are reimbursed according to company policy. The role provides end-user support for RTLS hardware and application software; processes support tickets; assists with hardware inventory, battery management, asset-tag installation, application testing, asset recovery, and coordination of new asset-tagging requests. It also works with clinical, nursing, laboratory, and technical stakeholders to support asset reconciliation, temperature-control compliance, equipment deployment, and application setup. The employee is expected to maintain accurate records, follow team and system standards, communicate updates, attend training, and comply with Mount Sinai Health System policies and procedures. The position requires either a bachelor's degree in Information Technology or a related area, or a four-year high school diploma/GED plus three years of satisfactory experience in the described area. At least one year of full-time experience in computer repair, maintenance, and installation is required. The posted hourly salary range is $27.39–$42.96.
Requirements
- A baccalaureate degree in Information Technology or a related area, or a four-year high school diploma/GED equivalent plus 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, multitask during busy periods, remain productive during slower 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 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 user and group administration.
- 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+ certification.
- Network+ certification.
- Security+ certification.
- Apple certifications.
- Experience with ServiceNow.
Responsibilities
- Review emails and create support tickets as needed.
- Provide end-user support for RTLS hardware and application software.
- Log incidents and requests in the ServiceNow help desk system, research and resolve issues, keep ticket updates current, and close completed tickets.
- Assist with RTLS hardware inventory, including receiving, testing, logging, tracking distribution, and submitting and tracking RMAs for defective or replacement products.
- Assist with battery management by reviewing low-battery assets, sequencing locations for battery updates, updating tracking tools, maintaining accurate inventory, and recommending 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 efforts and related documentation for ROI tracking.
- Follow team-developed standards and maintain accurate data entry and application naming conventions for RTLS hardware and application data.
- Provide clear, timely verbal and written feedback and weekly assignment updates.
- Attend required training and comply with Mount Sinai Health System policies and procedures.
- Provide basic client support for application functions and hardware installations.
- Travel between assigned sites as required.
- Review new asset-tagging requests with departments to understand scope and training needs.
- Provide PEAK information, confirm training, and generate user IDs when needed.
- Coordinate with technical engineers to determine infrastructure needs.
- Request hardware quotes from CenTrak, review quotes with departments, and obtain funding sources when needed.
- Coordinate requisition entry with administration, 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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
