IT TSA Technology Service Associate

Mount Sinai Medical Center; Miami Beach (FL); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health benefits

Life insurance

Long-term disability coverage

Healthcare spending accounts

Retirement plan

Paid time off

Tuition reimbursement

Employee assistance program

Wellness program

On-site housing for select positions

Job summary

Mount Sinai Medical Center in Miami Beach, FL, is seeking an experienced IT Technical Support Specialist to deliver hands-on hardware, software, and network support to end users across our hospital environment. You will diagnose issues, document tickets in HEAT, and collaborate with colleagues to keep daily operations running smoothly.

The role emphasizes first-call resolution targets, accurate inventory, and clear communication with patients and staff.

Qualifications

• A+ and/or Network+ or equivalent certification or experience.
• BS or AS in IT preferred.
• 1–3+ years experience as Technical Support and Leadership with Microsoft products, PC Workstations, Printers, Active Directory, Networking.
• Strong communication and customer service skills.

Responsibilities

• Maintains proper up keeping of assigned tools, beepers, cellular devices, computers, laptops, etc.
• First call resolution targets: 70%+, and critical/high/medium calls at 90%+ according to policy.
• Identify root causes of issues, determine action plan, and escalate when needed.
• Enter all calls into the HEAT system as per policies and procedures.
• Maintain, update, and improve Network Technician notebook as required.
• Provide hardware and software support as needed; perform basic diagnostic testing.
• Maintain records on repair, installation, and removal of equipment; log malfunctions.
• Demonstrate teamwork, service delivery, and problem-solving in daily operations.

Skills

Leadership

Customer service orientation

Problem solving

Education

BS or AS in IT preferred

Tools

HEAT ticketing system

Active Directory

Windows OS

Microsoft Office

Networking basics

Job description

As Mount Sinai grows, so does our legacy in high-quality health care.Since 1949, Mount Sinai Medical Center has remained committed to providing access to its diverse community. In delivering an unmatched level of clinical expertise, our medical center is committed to recruiting and training top healthcare workers from across the country. We offer the latest in advanced medicine, technology, and comfort in 12 facilities across Miami-Dade (including our 674-bed main campus facility) and Monroe Counties, with 38 medical services, including cancer care, 24/7 emergency care, orthopedics, cardiovascular care, and more. Mount Sinai takes pride in being South Florida's largest private independent not-for-profit hospital, dedicated to continuing the training of the next generation of medical pioneers.Culture of Caring: The Sinai WayOur hardworking, tight-knit community of more than 4,000 dedicated employees fosters an environment of care and compassion. Each member plays a vital role in our collective mission to deliver excellent healthcare through innovation, education, and research. At Mount Sinai, we take pride in our achievements, aiming to be a beacon of quality healthcare in South Florida. We welcome all healthcare professionals to join our thriving community and contribute to our pursuit for clinical excellence.Department:Job Description Summary:Provides hands-on responsive hardware, software, and network support to end users while ensuring high 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.Position ResponsibilitiesMaintains 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 guidelinesCalls Resolution: Critical, High and medium calls must be meet by 90%, as established by policy and procedures guidelinesIdentifies root causes of issues, determines course of action, resolves issues and/or escalates for final resolution in a timely mannerFollows up inventory procedures according to policies and proceduresDelivers on commitments to user community within timeframes established by policy and procedures guidelinesEnters all calls into the Heat system as specified in policies and procedureMaintains, updates, and improves Network Technician notebook as neededProvides hardware and software support as neededPerforms basic diagnostic testingMaintains records on repair, installation, and removal of equipmentProvides appropriate logging and tracking of hardware malfunctionsAttitude – 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.QualificationsLicense/Registration/CertificationA+ and/or Network + or equivalent certification or experienceEducationBS or AS preferred.Experience1- 3+ years experience as Technical Support and Leadership with Microsoft products, PC Workstations, Printers, Active Directory, NetworkingBenefits:We believe in the physical and mental well-being of our employees and are committed to offering comprehensive benefits that fit their personal needs:Health benefitsLife insuranceLong-term disability coverageHealthcare spending accountsRetirement planPaid time offPet InsuranceTuition reimbursementEmployee assistance programWellness programOn-site housing for select positions and more!Degree Requirements:Certification: