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

This position is 100% onsite

Primary Location: Mount Sinai Hospital, 1468 Madison Avenue, New York, NY

This position requires travel to all MSHS location including MSB, MSM, MSW, MS Staten Island, MS Wantaugh, 5Cuba Hill, MSSN, MS Suffern, Chelsea, Behavioral Health, 275 7th Ave, 117th street Dialysis, 59 Columbus Circle. Position is primarily based at Mount Sinai Hospital, however, will need to take public transport to the any of the sites in the 5 boroughs and have access to a car to go to MSSN or Staten Island.

Enterprise Visibility Team Specific Roles & Responsibilities  

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

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

• 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. 

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

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

• 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).

• 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.