Desktop Support Specialist III - PACS Imaging - Digital and Technology Partners - Onsite/Hybrid

Mount Sinai Health System•New York, NY

3d•$35 - $52•Hybrid

About The Position

Hybird/Onsite Position - 80% onsite, 20% remote weekly Location: Mount Sinai Hospital, 1450 Madison Avenue New York, NY 10029 Shift: Monday - Friday, Days 9am - 5pm The Desktop Support Specialist III is a senior level technician who provides an escalated level of service. This includes the support and consultation to business area management and staff at a highly technical level for all aspects of workplace technology services including but not limited to network-based systems, software and hardware

Requirements

A baccalaureate degree in Information Technology or related area and five years of experience in a helpdesk, desk side, application, or systems support role. OR A four-year high school diploma or GED equivalent and seven years of satisfactory experience in the area described above.
At least five (5) years 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
Expert knowledge of all Windows Operating Systems
Expert knowledge supporting and troubleshooting Microsoft 365.
Expert knowledge supporting, troubleshooting, and deploying iOS/Android mobile devices.
Expert understanding of networking and familiarity with TCP/IP and DHCP.
Expert knowledge of Active Directory and basic AD administration (User and Group management).
Hands on experience working with an ITSM/ticketing system (ServiceNow preferred).
Requires an in-depth knowledge of end user computing systems and hardware, client functions and applications, excellent consultative and communication skills, analytical ability, decisiveness, strong judgment, and the ability to work effectively with clients and other IT management and staff.
Must be flexible regarding duties and hours to cover and willing to travel to offsite locations.

Nice To Haves

PACS Imaging support preferred.
Certifications preferred: A+ / Network+ / Security+ / Apple Certs and Microsoft Azure Fundamentals / ITIL Foundation

Responsibilities

Provides support to business area management and staff at the highest customer service and technical 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.
Provides 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.
Provides third level support on incidents and escalates problems and issues as required to various IT groups.
Maintains the highest level of customer satisfaction by resolving all tangible problems and concerns.
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.
Trains and mentors Desktop support Specialist I and II to provide best in class customer service and achieve better resolution times.
Completes all required / assigned training.
Performs related duties as assigned or requested.