Service Desk Associate II

About the Role

Mount Sinai Medical Center is seeking a Service Desk Associate II to provide advanced technical support to end users by troubleshooting hardware, software, and system issues. This role ensures high-quality customer service, maintains accurate documentation, supports system access requests, and helps improve service desk processes. Strong technical knowledge, problem-solving abilities, and effective communication skills are required to support a diverse user community.

2 positions open:

• 1: Monday–Friday days (flexible to work other shifts)
• 1: Weekend Overnight Schedule (Saturday, Sunday: 6:30pm–6:30am and Thursday, Friday: 8am–4:30pm)

Responsibilities

• Identifies root causes of issues, determines course of action, resolves issues, and/or escalates for final resolution in a timely manner.
• Ensures first call resolution and request for service meet policy and procedural guidelines.
• Monitors open call issues and escalates to appropriate IT resources.
• Follows departmental procedures, including Request for Service, Change Management, Downtime, and Disaster protocols.
• Enters all calls into the Call Tracking System with detailed problem information and steps taken to attempt resolution; assigns unresolved calls to appropriate resources.
• Provides follow-up, communicates resolutions, issues, and delays to users in a timely manner.
• Makes recommendations to maintain, update, and improve the Service Desk knowledge base and related documentation.
• Demonstrates basic competency in supported applications: Windows, Care Manager, Kronos, Order Entry, Lawson, Star, Physician Portal, etc.
• Applies knowledge from in-services, classes, and seminars to troubleshoot common hardware issues.
• Provides hardware and software support as needed.
• Delivers on commitments to the user community within timeframes established by policy and procedure guidelines.
• Answers phones in a timely, courteous, and professional manner.
• Acts as a consultant for non-routine or higher-difficulty requests as directed by a supervisor.
• Shares expertise with entry-level peers to resolve complex issues.

Requirements

• A+ and/or N+ certification or equivalent experience.
• AA or AS degree or equivalent experience.
• 3 years of experience as Service Desk Support on Microsoft products, Novell, Active Directory, and DNS preferred.

Benefits

We believe in the physical and mental well-being of our employees and offer comprehensive benefits tailored to personal needs:

• 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