Service Desk Associate II

Mount Sinai Medical Center • Miami Beach, FL

39d

About The Position

The Service Desk Associate II provides advanced technical support to end users by troubleshooting hardware, software, and system issues, resolving incidents efficiently, and escalating complex problems when needed. This role ensures high-quality customer service, maintains accurate documentation, supports system access requests, and helps improve service desk processes. The position requires strong technical knowledge, problem‑solving abilities, and effective communication skills to support a diverse user community.

Requirements

• A+ and/or N+ or equivalent experience
• AA or AS or equivalent experience
• 3 year experience as Service Desk Support on Microsoft products, Novell, Active Directory, DNS preferred

Responsibilities

• Identifies root causes of issues, determines course of action, resolves issues and/or escalates for final resolution in a timely manner.
• Calls Resolution: First call resolution and request for service must be met as established by policy and procedures guidelines.
• Monitors open call issues and escalates to appropriate IT resources.
• Follows up appropriate departmental procedures, including appropriate Request for Service, Change Management, Downtime and Disaster.
• Enters all calls into the Call Tracking System with detailed problem information and steps taken to attempt resolution.
• Assigns unresolved calls to approriate resources.
• Provides follow up, communicates resolutions, issues and delays to users in a timely manner.
• Makes recommendations to maintain, update and improve Service Desk knowledge base and related documentation on an as needed basis.
• Demonstrates basic competency levels in supported applications: Windows, Care Manager, Kronos, Order Entry, Lawson, Star, Physician Portal, etc.
• Demonstrates competency in learning about the most common hardware issues.
• Applies Knowledge received from in-services, classes, seminars, etc.
• Provides hardware and software support as needed.
• Delivers on commitments to user community within timeframes established by policy and procedure guidelines.
• Answers phones in a timely, courteous and professional manner.
• Acts as a consultant in the resolution of non-routine or higher level of difficulty of request as directed by supervisor.
• Shares expertise with entry level peers leading them in the resolution of complex issues.

Benefits

• Health benefits
• Life insurance
• Long-term disability coverage
• Healthcare spending accounts
• Retirement plan
• Paid time off
• Pet Insurance
• Tuition reimbursement
• Employee assistance program
• Wellness program
• On-site housing for select positions and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree