IT TSA Technology Service Associate

Mount Sinai Medical Center

Miami Beach (FL)

On-site

USD 42,000 - 62,000

Full time

14 days+

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Benefits offered by this job

Health benefits

Life insurance

Long-term disability

Healthcare spending accounts

Retirement plan

Paid time off

Pet Insurance

Tuition reimbursement

Employee assistance program

Wellness program

On-site housing for select positions

Job summary

Mount Sinai Medical Center in Miami is seeking a hands-on IT Support Specialist to provide hardware, software, and network support to end users. You will diagnose issues, document tickets in HEAT, track assets, and collaborate with the team on daily operations and projects.

Ideal candidates have 1–3+ years of technical support experience with Microsoft products, AD, networking, and PC workstations. A+ or Network+ certification is preferred, BS/AS is a plus.

Qualifications

A+ and/or Network+ or equivalent certification or experience.
BS or AS preferred.
1-3+ years experience in Technical Support with Microsoft products, PC Workstations, Printers, AD, Networking.

Responsibilities

Maintains proper up keeping of assigned tools, beepers, cellular, computers, laptops, etc.
Calls Resolution: First call resolution target 70% as established by policy.
Calls Resolution: Critical/High/Medium resolution target 90% as per policy.
Identifies root causes and escalates for final resolution in a timely manner.
Follows inventory procedures according to policies.
Delivers on commitments to user community within policy timeframes.
Enters all calls into the HEAT system as specified.
Maintains, updates, and improves Network Technician notebook as needed.
Provides hardware and software support as needed.
Performs basic diagnostic testing.
Maintains records on repair, installation, and removal of equipment.
Provides logging and tracking of hardware malfunctions.

Skills

Microsoft products

PC Workstations

Printers

Active Directory

Networking

HEAT tickets

Education

BS or AS degree

Tools

HEAT system

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 Way

Our 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 Responsibilities

Maintains 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 guidelines
Calls Resolution: Critical, High and medium calls must be meet by 90%, as established by policy and procedures guidelines
Identifies root causes of issues, determines course of action, resolves issues and/or escalates for final resolution in a timely manner
Follows up inventory procedures according to policies and procedures
Delivers on commitments to user community within timeframes established by policy and procedures guidelines
Enters all calls into the Heat system as specified in policies and procedure
Maintains, updates, and improves Network Technician notebook as needed
Provides hardware and software support as needed
Performs basic diagnostic testing
Maintains records on repair, installation, and removal of equipment
Provides appropriate logging and tracking of hardware malfunctions
Attitude – 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.