Desktop Support Specialist II - Digital and Technology Partners - Onsite - Morningside - Days Monday - Friday 9am - 5pm

This position is onsite located at Mount Sinai Morningside at 1111 Amsterdam Avenue, New York, NY 10025

Shift: Monday - Friday  9am - 5pm

The Desktop Support Specialist II provides an escalated level of support to business area management and staff at a highly technical level for all aspects of workplace technology services including but not limited to network-based systems, software and hardware.

1.    Provides support to business area management and staff at the highest customer service and technical level for all aspects of workplace technology services including but not limited to network-based systems software and hardware, systems security, recovery and back-up procedures, troubleshooting, repairs, installations and upgrades
2.    Manage, support, and troubleshoot network printers, scanners, mobile devices, etc.
3.    Moves, adds and changes workstations throughout Mount Sinai locations and off campus.
4.    Provides support for Mount Sinai users at remote sites outside the campus which might require local travel. 
5.    Participates in the testing of new workplace technology packages, including remote connectivity products, equipment, implements and tests prototypes, installation quality assurance tests and ensures consistency with standards, protocols, and procedures.
6.    Provides second level support on incidents and escalates problems and issues as required to various IT groups.
7.    Maintains the highest level of customer satisfaction by resolving all tangible problems and concerns.
8.    Maintains a high level of collaboration and communication to work effectively with end users, coworkers and upper management to perform related duties as assigned, requested, or needed.
9.    Completes all required / assigned training.
10.    Performs related duties as assigned or requested.

Education

A baccalaureate degree in Information Technology or related area and three years of experience in a helpdesk, desk side, application, or systems support role. 

OR

A four-year high school diploma or GED equivalent and five years of satisfactory experience in the area described above.

Experience

• At least three (3) years of full-time experience in computer repair, maintenance and installation. 
• Strong customer service and organizational skills.
• Excellent oral and written skills in order to effectively communicate with clients and superiors.
• Ability to identify problem trends based on phone call volume and online ticketing system entries.
• Ability to provide technical support over the phone and/or desk side while maintaining a professional demeanor.
• Ability to handle constantly changing flow of workload; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations. 

Licensing and Certifications

• Certifications preferred: A+ / Network+ / Security+ / Apple Certs and Microsoft Azure Fundamentals / ITIL Foundation

Computer Skills

1. Must have excellent troubleshooting skills with Hardware and software 
2. Advanced knowledge of all Windows Operating Systems 
3. Advanced knowledge supporting and troubleshooting Microsoft 365.
4. Advanced knowledge supporting, troubleshooting, and deploying iOS/Android mobile devices.
5. Advanced understanding of networking and familiarity with TCP/IP and DHCP.
6. Advanced knowledge of Active Directory and basic AD administration (User and Group management).
7. Hands on experience working with an ITSM/ticketing system (ServiceNow preferred).

General Skills and Competencies

Requires an in-depth knowledge of end user computing systems and hardware, client functions and applications, excellent consultative and communication skills, analytical ability, decisiveness, strong judgment, and the ability to work effectively with clients and other IT management and staff. 

Must be flexible regarding duties and hours to cover and willing to travel to offsite locations

Compensation Statement

The Mount Sinai Health System (MSHS) provides salary ranges that comply with the New York City Law on Salary Transparency in Job Advertisements. The salary range for the role is $31.45 - $47.25 Hourly. Actual salaries depend on a variety of factors, including experience, education, and operational need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.

Non-Bargaining Unit, 288 - DTP End User Computing - MSH, Mount Sinai Hospital