Service Desk Associate II

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.

Department:

Job Description Summary:

The Service Desk Associate II provides advanced technical support to end users by troubleshooting hardware, software, and system issues, resolving incidents efficiently, and escalating complex problems when needed. This role ensures high-quality customer service, maintains accurate documentation, supports system access requests, and helps improve service desk processes. The position requires strong technical knowledge, problem‑solving abilities, and effective communication skills to support a diverse user community.

Position Responsibilities

• Identifies root causes of issues, determines course of action, resolves issues and/or escalates for final resolution in a timely manner.
• Calls Resolution: First call resolution and request for service must be met as established by policy and procedures guidelines.
• Monitors open call issues and escalates to appropriate IT resources.
• Follows up appropriate departmental procedures, including appropriate Request for Service, Change Management, Downtime and Disaster.
• Enters all calls into the Call Tracking System with detailed problem information and steps taken to attempt resolution. Assigns unresolved calls to approriate resources.
• Provides follow up, communicates resolutions, issues and delays to users in a timely manner.
• Makes recommendations to maintain, update and improve Service Desk knowledge base and related documentation on an as needed basis.
• Demonstrates basic competency levels in supported applications: Windows, Care Manager, Kronos, Order Entry, Lawson, Star, Physician Portal, etc. Demonstrates competency in learning about the most common hardware issues. Applies Knowledge received from in-services, classes, seminars, etc.
• Provides hardware and software support as needed.
• Delivers on commitments to user community within timeframes established by policy and procedure guidelines.
• Answers phones in a timely, courteous and professional manner.
• Acts as a consultant in the resolution of non-routine or higher level of difficulty of request as directed by supervisor. Shares expertise with entry level peers leading them in the resolution of complex issues.

Qualifications

• License/Registration/Certification

  • A+ and/or N+ or equivalent experience

• Education

  • AA or AS or equivalent experience

• Experience

  • 3 year experience as Service Desk Support on Microsoft products, Novell, Active Directory, DNS preferred

Benefits:

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!

Degree Requirements:

Certification: