Help Desk Analyst - Academic Informatics and Technology - Icahn School of Medicine - Onsite - Days - Monday - Friday 9am - 5pm

Help Desk Analyst - Academic Informatics and Technology - Icahn School of Medicine - Onsite - Days

This is an onsite position, located at Levy Library, Monday - Friday. Shift: 9am - 5pm

Reporting to the Manager of the Academic IT Support Center, the Help Desk Analyst provides technical support to computer system users by troubleshooting hardware and software problems. This includes establishing email and active directory accounts, helping with remote access and assisting with software training in person and by telephone.

• Assists users accessing systems and software.  Answers questions and assists with training users on various personal computer (PC) based software systems.
• Responds to telephone and email requests for assistance with hardware and/or software issues on PCs and Macs.   Assists users in-person in library and student computing laboratories and classrooms.
• Troubleshoots and resolves email, MS Office, mobile device, printer and network problems.
• Prepares computers and printers for deployment to public areas of the library and student computer laboratories. Monitors systems to ensure they remain in good working order.
• Creates and maintains user accounts in email, Active directory and network systems.
• Maintains one or more department databases. 
• Provides software to eligible users; tracks sales and licenses through funds transfer system.

Minimum Education     

Associates degree in Computer Science or a related discipline.                                   
Bachelor’s Degree strongly preferred, preferably in Information Technology or a related field.

Minimum Experience

• 1 - 2 years of experience in IT or an equivalent combination of education and work experience.
• 2 years strongly preferred in a help desk position or other technical support role, supporting Windows and Mac operating systems, Microsoft Office suite and mobile devices
• Strong customer support and interpersonal skills; must have the ability to work with customers in-person and on the telephone to isolate/resolve problems.
• Must be able to communicate effectively verbally and in writing. 
• Ability to perform quality work within deadlines with or without direct supervision.

Additional Skillsets (familiar with or have used):

• Ticketing Systems: ServiceNow, BMC Remedy
• Remote Desktop Tools: LogMeI, Microsoft Remote Desktop
• Operating Systems: Windows (Windows 10, Windows 11) & macOS
• Productivity Software: Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) & Google Workspace (Docs, Sheets, Gmail)
• Communication Tools: Microsoft Teams & Zoom
• Antivirus/Security Software: McAfee, Bitdefender & Windows Defender
• Active Directory Management: Microsoft Active Directory & Azure Active Directory
• Network Tools: Ping (Command-line tools) & Putty
• Basic Scripting/Automation: PowerShell (For Windows environments)        

Compensation Statement

The 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 this role is $23.03 - $34.52 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.

Non-Bargaining Unit, 876 - Levy Library - ISM, Icahn School of Medicine

Strength Through Diversity

The Mount Sinai Health System believes that diversity, equity, and inclusion are key drivers for excellence. We share a common devotion to delivering exceptional patient care. When you join us, you become a part of Mount Sinai’s unrivaled record of achievement, education, and advancement as we revolutionize medicine together. We invite you to participate actively as a part of the Mount Sinai Health System team by:  

• Using a lens of equity in all aspects of patient care delivery, education, and research to promote policies and practices to allow opportunities for all to thrive and reach their potential.
• Serving as a role model confronting racist, sexist, or other inappropriate actions by speaking up, challenging exclusionary organizational practices, and standing side-by-side in support of colleagues who experience discrimination.
• Inspiring and fostering an environment o