Service Desk Associate Information Technology

The Service Desk Associate provides advanced technical support to end users at Mount Sinai Medical Center - Florida. The role focuses on troubleshooting hardware, software, and system issues, resolving incidents in a timely manner, and escalating complex problems to the appropriate teams while maintaining high-quality customer service.

Onsite Location

Location: Miami, FL (onsite)

Role Summary

As a Service Desk Associate, you will identify root causes, determine the appropriate course of action, and resolve issues or escalate them for final resolution. You will also support system access requests, follow established service desk procedures, maintain accurate call documentation, and contribute to improvements to service desk knowledge and processes.

Responsibilities

• Identify root causes of issues, determine next steps, and resolve problems and/or escalate them for final resolution in a timely manner.
• Meet first call resolution and request-for-service expectations as defined by policy and procedural guidelines.
• Monitor open call issues and escalate to appropriate IT resources as needed.
• Follow departmental procedures, including Request for Service, Change Management, Downtime and Disaster.
• Record all calls in the Call Tracking System with detailed problem information and steps taken. Assign unresolved calls to appropriate resources.
• Provide timely follow-up, communicate resolutions, and update users on issues and delays.
• Recommend updates and improvements to the Service Desk knowledge base and related documentation as needed.
• Demonstrate basic competency with supported applications including Windows, Care Manager, Kronos, Order Entry, Lawson, Star, Physician Portal, and others. Apply knowledge gained from in-services, classes, and seminars, and build competency in common hardware issues.
• Provide hardware and software support when required.
• Deliver on commitments to the user community within timeframes established by policy and procedure guidelines.
• Answer phones in a timely, courteous, and professional manner.
• Act as a consultant for non-routine or higher difficulty requests as directed by a supervisor, sharing expertise with entry-level peers on complex issue resolution.

Required Experience and Education

• Minimum experience: 1 years
• Education: AA or AS or equivalent experience

Requirements

• A+ and/or N+ or equivalent experience
• AA or AS or equivalent experience
• 1-3 year experience as Service Desk Support on Microsoft products, Novell, Active Directory, DNS preferred

Technologies

• Windows
• Care Manager
• Kronos
• Order Entry
• Lawson
• Star
• Physician Portal
• Microsoft products
• Novell
• Active Directory
• DNS

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!

Schedule and Openings

• Open positions: 2
• Option 1: M-F days flexible to work other shifts
• Option 2 (Weekend overnight): Saturday, Sunday: 6:30pm-6:30am and Thursday, Friday: 8am-4:30pm