Healthcare IT Service Desk Specialist

Mount Sinai Medical Center; Miami Beach (FL); Sur place; USD 42 000 - 56 000; Plein temps

Avantages offerts par ce poste

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

Résumé du poste

Mount Sinai Medical Center is seeking a Service Desk Associate to provide advanced technical support to end users, troubleshoot hardware and software, and document incidents for timely resolution. The role involves handling multiple shifts and ensuring high-quality customer service within a healthcare IT environment.

The position requires 1–3 years of Service Desk experience, A+/N+ or equivalent, and strong communication skills.

Qualifications

• 1–3 years of Service Desk support experience on Microsoft products, Novell, Active Directory, or DNS.
• A+ and/or N+ or equivalent experience.
• AA or AS degree or equivalent experience.
• Strong communication and customer service skills.
• Ability to troubleshoot hardware and software and document issues.

Responsabilités

• 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.
• Provides follow up, communicates resolutions, issues and delays to users in a timely manner.
• Demonstrates basic competency levels in supported applications: Windows, Care Manager, Kronos, Order Entry, Lawson, Star, Physician Portal, 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.

Connaissances

Microsoft products

Novell

Active Directory

DNS

A+ or Net+

Formation

AA or AS or equivalent experience

Outils

Windows

Care Manager

Kronos

Order Entry

Lawson

Star

Physician Portal

Description du poste

Mount Sinai Medical Center is seeking a Service Desk Associate to provide advanced technical support to end users, troubleshoot hardware and software, and document incidents for timely resolution. The role involves handling multiple shifts and ensuring high-quality customer service within a healthcare IT environment.

The position requires 1–3 years of Service Desk experience, A+/N+ or equivalent, and strong communication skills.