Clinical Service Analyst â Field Services - Information Services (40 Hours, Days)
Clinical Service Analyst â Field Services - Information Services (40 Hours, Days)
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Salary Not Disclosed
1 Vacancy
Job Description
If you are seeking a fastpaced challenging position in an organization committed to achieving and maintaining a standard of excellence in all we do our organization may be a good fit for you.
Schedule: 40 Hours Days Full Time Benefit Eligible
Job Summary:
Primarily responsible for implementing / supporting and enhancing the Client Computing environment. Provides front line customer support for Boston Medical Center and affiliated organizations and employees.
Responsibilities:
- Provides reliable and standardsbased solutions to user problems according to BMC approved servicelevel agreements.
- Monitors work queue and addresses incidents and requestsin order of priority insuring that defined service levels are met.
- Maintains accurate documentation for all devices consistent with BMC policies and standards.
- Produces reviews and updates Knowledge articles to be used by the team
- Thoroughly documents each contact with customers and each step taken toward resolution.
- Communicates status of open tickets with impacted end users.
- Maintains professional knowledge of current trends and developments in the Information Technology and Healthcare fields.
- Installs upgrades and configures network printing directory structures rights security software and file services.
- Performs software/hardware troubleshooting to isolate and diagnose common problems.
- Makes field visits as needed to resolve customer issues in a timely manner.
- Will require oncall coverage and minimal travel responsibilities.
Required Knowledge & Skills:
- Education:
- High school diploma required. Bachelors degree preferred in computer science or equivalent field. May substitute an equivalent combination of education and experience.
- Certificates/Licenses:
- Certification in A strongly preferred.
- ITIL Foundations certification strongly preferred.
- Experience:
- 13 years of experience in IT support with technical proficiency in a broad range of software and hardware required.
- Healthcare experience a plus.
- Experience using ticketing system to track incidents with Service Now knowledge preferred.
- Knowledge Skills and Abilities (KSAs):
- Impeccable customer service skills.
- Must be able to multitask and prioritize well.
- Excellent writing and communication skills.
- Demonstrated problemsolving ability.
- Working knowledge of current PC and mobile computing technology.
- Ability to give verbal instruction patiently to nontechnical users.
- Familiarity with Cisco ServiceNow Windows Active Directory Microsoft Exchange Remote Assist DameWare.
- Desktop: Microsoft Office 2003/2010 McAfee Enterprise antivirus and Microsoft Explorer 710
- OS: Microsoft Windows XP/Win7 8 Linux Macintosh 10.610.7
- Hardware: Dell Optiplex desktops Latitude laptops and Dell/Intermec/HP printers
- Protocols: TCP/IP HTTP Ethernet
- Technologies: CITRIX DHCP VPN VDI VMware Cisco hardware encryption security SCCM
Equal Opportunity Employer/Disabled/Veterans
Required Experience:
IC
Employment Type
Full-Time
