Service Desk Associate II
On-siteMiami Beach, Florida, United States
Job Summary
Identify root causes of hardware, software, and system issues, resolve incidents efficiently, and escalate complex problems to appropriate IT resources. Monitor open calls, enter detailed problem information into the Call Tracking System, and assign unresolved tickets. Provide follow-up communication on resolutions, issues, and delays to users while maintaining accurate documentation. Support system access requests, answer phones professionally, and consult on non-routine requests as directed. Recommend updates to the Service Desk knowledge base and documentation. Requires A+ certification, three years of Service Desk experience, and competency in Windows, Care Manager, and Kronos. Weekend overnight shifts include Saturday and Sunday from 6:30pm to 6:30am. Join Mount Sinai Medical Center, South Florida's largest private independent not-for-profit hospital, to support clinical excellence across 12 facilities.
Required Qualifications
- 3 year experience as Service Desk Support
- Experience with Microsoft products
- Experience with Novell
- Experience with Active Directory
- Experience with DNS
- A+ certification
- N+ certification
- AA or AS degree or equivalent experience
Desired Qualifications
- Experience with Windows
- Experience with Care Manager
- Experience with Kronos
- Experience with Order Entry
- Experience with Lawson
- Experience with Star
- Experience with Physician Portal
- Demonstrated competency in learning about the most common hardware issues
- Experience with weekend overnight schedule
- Experience with Thursday, Friday shifts
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