IT TSA Technology Sevice Associate

Mount Sinai Medical Center•Miami Beach, FL

11d

About The Position

Provides responsive hardware, software, and network support to end users while ensuring high first‑call resolution and service‑level compliance. Diagnoses and resolves technical issues, documents and tracks tickets in HEAT, maintains IT assets and inventory, and collaborates with team members to support daily operations and project work. Delivers reliable, customer‑focused service through strong troubleshooting skills, accurate documentation, and effective communication.

Requirements

A+ and/or Network + or equivalent certification or experience
BS or AS preferred.
1- 3+ years experience as Technical Support and Leadership with Microsoft products, PC Workstations, Printers, Active Directory, Networking

Responsibilities

Maintains proper up keeping of assigned: tools, beepers, cellular, computers, laptops, etc.
Calls Resolution: First call resolution must be meet by 70%, as established by policy and procedures guidelines
Calls Resolution: Critical, High and medium calls must be meet by 90%, as established by policy and procedures guidelines
Identifies root causes of issues, determines course of action, resolves issues and/or escalates for final resolution in a timely manner
Follows up inventory procedures according to policies and procedures
Delivers on commitments to user community within timeframes established by policy and procedures guidelines
Enters all calls into the Heat system as specified in policies and procedure
Maintains, updates, and improves Network Technician notebook as needed
Provides hardware and software support as needed
Performs basic diagnostic testing
Maintains records on repair, installation, and removal of equipment
Provides appropriate logging and tracking of hardware malfunctions
Attitude – Maintains a positive attitude, welcomes and incorporates feedback, and shows appreciation for colleagues, patients, partners and customers in a consistent manner.
Teamwork - Demonstrates great teamwork, shares information with others, responsive with all communications/deliverables, collaborates with the team to resolve open issues, and anticipates the needs of colleagues in a consistent manner.
Service Delivery – Takes personal ownership of issues, ensures a high degree of accuracy with all communications/deliverables, completes tasks according to committed timelines, demonstrates excellent service recovery, and communicates with customers in a consistent manner.
Service Management – Actively monitors assigned HEAT tickets, documents activities thoroughly, and resolves issues within the established service levels in a consistent manner.
Issue Determination - Identifies root causes of complex technical issues for specific systems and determines the course of action for resolution.
Issue Resolution - Collaborates with others and resolves complex technical issues or escalates for final resolution. Demonstrates service recovery skills.
Efficiency - Responds to complex issues originating in the call tracking system and utilizes system knowledge and available resources to address issues.
Projects - Demonstrates ability to configure, deliver, and install multiple projects with supervision on time along with day-to-day work.
Maintenance - Demonstrates high competency levels in routine equipment maintenance.
Knowledge - Demonstrates broader technical knowledge. Understands organization and various roles within IT and MSMC at large.
Testing - Executes testing scripts and compares results to established baselines and participates in resolving testing issues.