IT SERVICE DESK SPECIALIST Level 1, Days and Weekends (4877):
Montefiore Medical Center

Montefiore Medical Center
Yonkers New York

The IT Service Desk Specialist will work Days and Weekends approx. 9:00am - 5:30pm.


The candidate is responsible for level 1 phone support - screening, referring, and diagnosing inquiries and work requests as they relate to maintenance of personal computers and related systems. He/she either resolves the client’s issue or escalates or refers the problem to the appropriate associate for resolution. The Service Desk Specialist provides outstanding client service and contributes to the organization’s mission of utilizing information technology to improve patient care.



  • Level 1 technology phone support for the Service Desk / Help Desk
  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
  • Triage (remote into customers’ machines if necessary)
  • Use Knowledgebase to research known solutions
  • Enter all incidents, requests into Service Desk Manager (tool)
  • Keep all tickets up to date with all troubleshooting steps taken and how resolved
  • Follow up with customers to ensure issue has been resolved (if ticket is not resolved on phone)
  • Follow up with customers to ensure issue has been resolved (if ticket is not resolved on phone)
  • Monitor all requests and assign to correct group
  • Escalate to Team Lead any issue that needs more investigation
  • Assign tickets to Group if known that Service Desk cannot resolve directly
  • Keep Team Lead/Manager apprised of trend in tickets that could potentially be a Major Incident
  • Be aware of all Major Incidents and communications surrounding them
  • Be conscious of all workarounds and known errors and communicate to customers as needed
  • Perform other related duties as required




  • Flexible schedule required. (days, nights, weekends)
  • Bachelor's degree or equivelent work experience
  • 2+ years of related work experience
  • IT / technology call center experience
  • Prior experience supporting EPIC in a service desk role is preferred
  • Prior experience working with a ticket resolution system
  • Prior experience communicating with clients
  • ITIL experience preferred


Our IT Service Management (ITSM) department is comprised of 50+ skilled IT talent that support service management best practices and ITIL/Lean standards in order to provide excellent customer service.  They are dedicated to connecting all areas of Montefiore Information Technology (MIT) with the business needs, with an overall focus on centralizing services, building scalable processes, streamlined workflow, and improving the in-field/off-field customer experience on an ongoing basis. The teams within the ITSM department are:


  • Service Desk- Montefiore’s Single Point of Contact for all support incidents/requests/changes).
  • Service Process Management- responsible for process development of Incident Management, Problem Management, Change Management, Configuration Management, Knowledge Management, and Metrics Management.
  • Regional Service Management: IT/Customer liaisons advocating for high value care of patients and outstanding delivery of enterprise-wide IT Services to Montefiore administrators, clinicians, non-clinical associates, and College staff/researchers.


The main goals of the department and our initiatives are: provide excellent customer service, increase process effectiveness and efficiency within IT departments, and be a customer advocate for all services provided through IT.


Department: Montefiore Information Technology Bargaining Unit: Non Union Campus: MONTEFIORE IT  Employment Status: Regular Full-Time Address: 3 Odell Plaza, Yonkers
Shift: Day Scheduled Hours: 9 AM-5:30 PM Req ID: 89523 


Montefiore is an equal employment opportunity employer. Montefiore will recruit, hire, train, transfer, promote, layoff and discharge associates in all job classifications without regard to their race, color, religion, creed, national origin, alienage or citizenship status, age, gender, actual or presumed disability, history of disability, sexual orientation, gender identity, gender expression, genetic predisposition or carrier status, pregnancy, military status, marital status, or partnership status, or any other characteristic protected by law. 



Basic Qualifications