IT TSA Technology Service Associate

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., * 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.

Do you have experience in Printer (troubleshooting support)?, Do you have a Bachelor’s degree?, *, License/Registration/Certification

• A+ and/or Network + or equivalent certification or experience, + BS or AS preferred., + 1- 3+ years experience as Technical Support and Leadership with Microsoft products, PC Workstations, Printers, Active Directory, Networking

Pulled from the full job description

• Tuition reimbursement
• Pet insurance
• Paid housing
• Health insurance
• Retirement plan
• Paid time off

• Life insurance, We believe in the physical and mental well-being of our employees and are committed to offering comprehensive benefits that fit their 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 and more!

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.