Desktop Support Specialist II - Digital and Technology Partners - Mount Sinai Downtown - Onsite 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

1. Manage, support, and troubleshoot network printers, scanners, mobile devices, etc.
2. Moves, adds and changes workstations throughout Mount Sinai locations and off campus.
3. Provides support for Mount Sinai users at remote sites outside the campus which might require local travel.
4. 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.
5. Provides second level support on incidents and escalates problems and issues as required to various IT groups.
6. Maintains the highest level of customer satisfaction by resolving all tangible problems and concerns.
7. 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.
8. Completes all required / assigned training.
9. Performs related duties as assigned or requested.

A baccalaureate degree in Information Technology or related area and three years of experience in a helpdesk, desk side, application, or systems support role., A four-year high school diploma or GED equivalent and five years of satisfactory experience in the area described above., * 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

• Must have excellent troubleshooting skills with Hardware and software

• Advanced knowledge of all Windows Operating Systems

• Advanced knowledge supporting and troubleshooting Microsoft 365.

• Advanced knowledge supporting, troubleshooting, and deploying iOS/Android mobile devices.

• Advanced understanding of networking and familiarity with TCP/IP and DHCP.

• Advanced 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 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

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.