Desktop Support Specialist I - Enterprise Visibility RTLS - Digital and Technology Partners - Onsite

The Desktop Support Specialist is primarily responsible for RTLS (Real-Time Location Services) infrastructure field work and RFID tags, sensors/probes management in the Cetani Activate and Environmental monitoring application., Process and procedures:

• Review emails and create support tickets as needed
• Responsible for end user support for RTLS hardware and application software
• Log tickets in help desk (ServiceNow) ticketing system for incidents and requests. Work with team to research and resolve issues requiring advanced technical knowledge. Ensure ticket updates are kept current and closed once complete.
• Assist with RTLS hardware inventory: hardware received, tested, logged in inventory tool, tracking department distribution. Submission and tracking of RMAs (return material authorizations) for defective/swap products
• Assist with battery management: review list of assets with low batteries, location sequencing for battery updates, tracking tool updates, ensure battery inventory is correct and recommend ordering when needed
• Responsible for asset tag (RFID) installation process involving assembly and battery replacement
• Assist with application testing
• Liaise with Clinical, Nursing and Laboratories stakeholders on asset reconciliation and temperature control compliance issues
• Assist with asset recovery efforts and associated documentation for ROI tracking
• Ensure use of team developed standards are upheld
• Responsible for accurate data entry and adherence to team standards and application naming conventions for all RTLS hardware and application data fields
• Provide clear and timely verbal and written feedback and weekly updates for assignments
• Attend needed training
• Ensure compliance with MSHS policies and procedures Basic client support for application functions and hardware installations.
• Travel between multiple assigned sites as required. Must have a valid driver’s license and reliable personal vehicle. Approved business travel and mileage expenses will be reimbursed according to company policy.

Coordination of new requests for asset tagging:

• Review with department to understand the request scope and training needs
• Provide PEAK information, confirm training and generate User Ids (if needed)
• Liaise with technical engineer to determine infrastructure needs
• Request quote from CenTrak for needed hardware
• Review quote with department and obtain funding source (if needed)
• Email to Admin to enter requisition (if needed), subsequent purchase order tracking and provision of p/o to CenTrak
• Track shipment, receive, configure and test hardware
• Schedule asset tagging, design and build in Cetani application

Education Requirements

1. A baccalaureate degree in Information Technology or related area.

OR

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

Experience Requirements

• At least One (1) year 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 to 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 Certification Requirements

Certifications preferred: A+ / Network+ / Security+ / Apple Certs

Computer Skills

• Must have excellent troubleshooting skills with hardware and software.
• Advance knowledge of all Windows/MAC Operating Systems.
• Working knowledge supporting, and troubleshooting Microsoft O365.
• Working knowledge supporting, troubleshooting, and deploying iOS/Android mobile devices.
• Basic understanding of networking and familiarity with TCP/IP and DHCP.
• Demonstrated knowledge of Active Directory and basic AD administration (User and Group management).
• Hands on experience working with an ITSM/ticketing system (ServiceNow preferred).

General Skills and Competencies

• Requires a broad knowledge of end user computing and network-based PC/workstation systems and hardware, client functions and applications.
• Must be flexible regarding duties and hours to cover and willing to travel to offsite locations.

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 $27.39 - $42.96 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., Mount Sinai Health System (MSHS) provides a salary range to comply with the New York City Law on Salary Transparency in Job Advertisements. The salary range for the role is $27.3863 - $42.959 Hourly. Actual salaries depend on a variety of factors, including experience, education, and hospital need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.

Strength through Unity and Inclusion

The Mount Sinai Health System is committed to fostering an environment where everyone can contribute to excellence. We share a common dedication to delivering outstanding patient care. When you join us, you become part of Mount Sinai’s unparalleled legacy of achievement, education, and innovation as we work together to transform healthcare. We encourage all team members to actively participate in creating a culture that ensures fair access to opportunities, promotes inclusive practices, and supports the success of every individual.

At Mount Sinai, our leaders are committed to fostering a workplace where all employees feel valued, respected, and empowered to grow. We strive to create an environment where collaboration, fairness, and continuous learning drive positive change, improving the well-being of our staff, patients, and organization. Our leaders are expected to challenge outdated practices, promote a culture of respect, and work toward meaningful improvements that enhance patient care and workplace experiences. We are dedicated to building a supportive and welcoming environment where everyone has the opportunity to thrive and advance professionally. Explore this opportunity and be part of the next chapter in our history.

About the Mount Sinai Health System:

Mount Sinai Health System is one of the largest academic medical systems in the New York metro area, with more than 48,000 employees working across eight hospitals, more than 400 outpatient practices, more than 300 labs, a school of nursing, and a leading school of medicine and graduate education. Mount Sinai advances health for all people, everywhere, by taking on the most complex health care challenges of our time - discovering and applying new scientific learning and knowledge; developing safer, more effective treatments; educating the next generation of medical leaders and innovators; and supporting local communities by delivering high-quality care to all who need it. Through the integration of its hospitals, labs, and schools, Mount Sinai offers comprehensive health care solutions from birth through geriatrics, leveraging innovative approaches such as artificial intelligence and informatics while keeping patients’ medical and emotional needs at the center of all treatment. The Health System includes more than 9,000 primary and specialty care physicians; 13 joint-venture outpatient surgery centers throughout the five boroughs of New York City, Westchester, Long Island, and Florida; and more than 30 affiliated community health centers. We are consistently ranked by U.S. News & World Report’s Best Hospitals, receiving high “Honor Roll” status, and are highly ranked: No. 1 in Geriatrics, top 5 in Cardiology/Heart Surgery, and top 20 in Diabetes/Endocrinology, Gastroenterology/GI Surgery, Neurology/Neurosurgery, Orthopedics, Pulmonology/Lung Surgery, Rehabilitation, and Urology. New York Eye and Ear Infirmary of Mount Sinai is ranked No. 12 in Ophthalmology. U.S. News & World Report’s “Best Children’s Hospitals” ranks Mount Sinai Kravis Children’s Hospital among the country’s best in several pediatric specialties. The Icahn School of Medicine at Mount Sinai is ranked No. 11 nationwide in National Institutes of Health funding and in the 99th percentile in research dollars per investigator according to the Association of American Medical Colleges. Newsweek’s “The World’s Best Smart Hospitals” ranks The Mount Sinai Hospital as No. 1 in New York and in the top five globally, and Mount Sinai Morningside in the top 20 globally.