IT Service Desk Associate: Expert Tech Support & Help

CMP01 Mount Sinai Medical Center of Florida, Inc.; United States; Presencial; USD 42 000 - 54 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

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

Resumo da oferta

Mount Sinai Medical Center in Florida is seeking a Service Desk Associate to provide advanced technical support to end users, troubleshoot hardware, software, and system issues, and escalate complex problems as needed. This role emphasizes strong customer service, accurate documentation, and adherence to service desk processes, with shifts including weekdays and weekend overnight options.

Candidates should have A+ or N+ certification, AA/AS education, and 1–3 years' experience with Microsoft

Qualificações

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

Responsabilidades

• 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.

Formação académica

AA or AS in related field

Ferramentas

Microsoft products

Novell

Active Directory

DNS

Descrição da oferta de emprego

Mount Sinai Medical Center in Florida is seeking a Service Desk Associate to provide advanced technical support to end users, troubleshoot hardware, software, and system issues, and escalate complex problems as needed. This role emphasizes strong customer service, accurate documentation, and adherence to service desk processes, with shifts including weekdays and weekend overnight options.

Candidates should have A+ or N+ certification, AA/AS education, and 1–3 years' experience with Microsoft