Field Support Tech
Field Support Tech
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Salary Not Disclosed
1 Vacancy
Job Description
When you join the growing BILH team youre not just taking a job youre making a difference in peoples lives.
The Field Support Technician will be responsible for delivering world-class field support services across all Beth Israel Lahey Health Inc. (BILH) entities and its affiliates. Using the Information Technology Service Management suite provided this Tier 2 In-person support position is responsible for all aspects of customer requests and incident management. This includes acting as an escalation point on tickets not resolved by the Service Desk as well as logging triaging resolving and timely follow-up of service requests/incidents. The Field Support Technician interacts with all levels of BILH colleagues and thus must have superior customer relations and communications skills. This individual must be highly skilled in both customer service and various information technology areas. On a day-to-day basis the Field Support Technician ensures proper operation and support of PCs printers peripherals and mobile devices. This individual also supports all standard operating systems software applications and vendor devices. The position requires an attitude of constant learning curiosity helpful engagement with clients and colleagues and being invested in the success of the group and its services. The ability to find answers from documented solutions and research technical issues to resolution is critical.Job Description:
Essential Duties & Responsibilities including but not limited to:
Primary Responsibilities:
- Responsible for Level 1 support providing basic to intermediate support. Exceeds end-user expectations by meeting established SLAs and customer demands. Drives high customer satisfaction and ensures services align with BILHs needs.
- Exhibits commitment and accountability to coordinate customer support issues and ensure timely response and positive outcomes and accurately identify when issues should be escalated to SMEs (Subject Matter Experts) and/or management. Also acts as an SME for designated technologies.
- Diagnose and resolve moderately difficult desktops and peripherals related to interoperability OS security issues system access passwords and authentication. Accurately responds to desktop issues related to profiles group policies and local system configurations.
- Demonstrates an understanding of network-related activities and support including but not limited to IP and DNS.
- Acquires professional knowledge and skills by participating in training opportunities in-service programs vendor seminars etc. to maintain the highest level of technical skills possible. Participates in cross-training and acts as an escalation point for the Service Desk.
- Acquires an understanding of BILH-centric clinical and core applications with the skill/ability to troubleshoot and resolve performance access and interoperability issues. Perform assessments and diagnosis of problems using remote tools with skill/ability to perform fixes and installations.
- Acquires an understanding of best practices regarding IT security to quickly identify potential business-impacting vulnerabilities/threats.
- May contribute to the creation of processes and procedures for the knowledge base. Will work closely with teams to develop standardized workflows.
- Ensure accurate and timely updates to the ITSM ticketing system.
- Provides on-call/after-hours support.
Competencies:
Decision Making: Ability to make decisions that are guided by general instructions and practices requiring some interpretation. May make recommendations for solving problems of moderate complexity and importance.
Problem Solving: Ability to address varied problems requiring analysis or interpretation of the situation using direct observation knowledge and skills based on general precedents.
Independence of Action: Ability to set goals and determine how to accomplish defined results with some guidelines. The Manager/Director provides broad guidance and overall direction.
Written Communications: Ability to communicate clearly and effectively in written English with internal and external customers.
Oral Communications: Ability to comprehend and converse in English to communicate effectively with medical center staff patients families and external customers.
Knowledge: Ability to demonstrate full working knowledge of standard concepts practices procedures and policies with the ability to use them in varied situations.
Team Work: Ability to interact respectfully with other employees professional staff and/or external contacts to offer ideas identify issues obtain information or deliver services.
Customer Service: Ability to provide a high level of customer service to patients visitors staff and external customers in a professional service-oriented respectful manner using skills in active listening and problem-solving. Ability to remain calm in stressful situations.
Minimum Qualifications:
Education:
- High School diploma or GED required.
Licensure Certification & Registration:
- Certificate 1 A Certification preferred.
Experience:
- 1-3 years related work experience required in 2 plus years of Service Desk/Field/IT Support experience supporting a large enterprise of end users in a complex MS Windows / MS Office environment.
Skills Knowledge & Abilities:
- Moderate Knowledge of various Operating systems (OS) including but not limited to Windows 10 and MAC OS is required Knowledge of various mobile devices is required including but not limited to: iOS and Android platforms is required. Knowledge of Network fundamentals is required.
- Solid experience of Citrix Systems application is required. Solid experience with Microsoft infrastructure (Windows Active Directory Exchange etc.) is required. Solid experience of Microsoft O365 applications is required.
- May produce complex documents perform analysis and maintain databases.
- Ability to learn quickly and retain knowledge of a wide variety of systems. Knowledge and experience with ITSM systems such as Service Now or Remedy.
- Advanced technical computer skills as required for technical support specific to functional area and related systems.
Preferred Qualifications & Skills:
- Moderate Knowledge of Dell Apple HP and Ricoh hardware is desirable.
- Knowledge of Oracle PeopleSoft and Workday applications is desirable.
- Knowledge of the Electronic Health Record (EHR) application is desirable.
As a health care organization we have a responsibility to do everything in our power to care for and protect our patients our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) as a condition of employment. Learn more about this requirement.
More than 35000 people working together. Nurses doctors technicians therapists researchers teachers and more making a difference in patients lives. Your skill and compassion can make us even stronger.
Equal Opportunity Employer/Veterans/Disabled
Employment Type
Full-Time
