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Field Support Technician, Senior


Department Description: Information Technology (IT) has undertaken a multi-year effort to harmonize IT systems across Beth Israel Lahey Health. IT staff members may have the opportunity to participate in special projects that span Beth Israel Lahey Health as part of this harmonization effort. This position may be assigned to work on special projects, and other job duties, as needed.

Please Note: Will be On-Site based in Boston location at this time.

Job Location: Boston, Massachusetts

Req ID: 46901BR


Job Summary: Responsible for delivering world class field support services across all BILH entities and its affiliates. Using the Information Technology Service Management suite provided, this Tier 2 and 3 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 and Field Support as well as logging, triaging, resolving, and timely follow up of service requests/incidents. The Senior 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 Senior Field Support Technician ensures proper operation and support of PC's, 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.

Essential Responsibilities:
  1. Responsible for Level 2 support providing intermediate to advanced support. Consistently exceeds end user expectations by meeting established SLA's and customer demands. Drives high customer satisfaction and ensures services align with BILH needs.
  2. Exhibits competence, commitment and accountability to coordinate customer support issues and ensure timely response, positive outcomes and accurately identify when issues should be escalated to SME's (Subject Matter Experts) and/or management. Also, acts as an SME for designated technologies.
  3. Diagnose and resolve moderately difficult to complex desktop 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.
  4. Demonstrates an understanding of network-related activities and support, including but not limited to IP and DNS.
  5. Possess 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, mentoring and training for more junior staff. Acts as an escalation point for the Service Desk.
  6. Possess an understanding of BILH centric clinical and core applications with 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. Trains and helps onboard new team members.
  7. Possess an understanding of best practices in regards to IT security in order to quickly identify potential business impacting vulnerabilities / threats.
  8. Contributes to the creation of processes and procedures for the Service Desk knowledge base. Will work closely with teams to develop standardized workflows.
  9. Ensures accurate and timely updates to the ITSM ticketing system
Required Qualifications:
  1. High School diploma or GED required.
  2. Certificate 1 A+ Certification preferred.
  3. 3-5 years related work experience required in 3 plus years of Service Desk/Field/IT Support experience supporting a large enterprise of end users in a complex MS Windows / MS Office environment..
  4. 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.
  5. 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.
  6. 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
  7. Advanced technical computer skills as required for technical support specific to functional area and related systems.
Preferred Qualifications:
  1. Moderate Knowledge of Dell, Apple, HP and Ricoh hardware is desirable.
  2. Knowledge of Oracle PeopleSoft and Workday application is desirable.
  3. Knowledge of the Epic application is desirable.
Competencies:
  1. Decision Making: Ability to make decisions that are guided by precedents, policies and objectives. Regularly makes decisions and recommendations on issues affecting a department or functional area.
  2. Problem Solving: Ability to address problems that are highly varied, complex and often non-recurring, requiring staff input, innovative, creative, and Lean diagnostic techniques to resolve issues.
  3. Independence of Action: Ability to set goals and determines how to accomplish defined results with some guidelines. Manager/Director provides broad guidance and overall direction.
  4. Written Communications: Ability to summarize and communicate in English moderately complex information in varied written formats to internal and external customers.
  5. Oral Communications: Ability to comprehend and communicate complex verbal information in English to medical center staff, patients, families and external customers.
  6. Knowledge: Ability to demonstrate in-depth knowledge of concepts, practices and policies with the ability to use them in complex varied situations.
  7. Team Work: Ability to work collaboratively in small teams to improve the operations of immediate work group by offering ideas, identifying issues, and respecting team members.
  8. Customer Service: Ability to provide a high level of customer service and staff training to meet customer service standards and expectations for the assigned unit(s). Resolves service issues in the assigned unit(s) in a timely and respectful manner.

Physical Nature of the Job:
Medium work: Exerting up to 50 pounds of force occasionally and or up to 20 pounds of force frequently. Job is physical in nature and employee needs to stand and/or move around through the majority of their shift.
EOE Statement

BIDMC is EOE M/F/VET/DISABILITY/GENDER IDENTITY/SEXUAL ORIENTATION

Vaccines

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. BILH requires that all staff be vaccinated against influenza (flu) and COVID-19 as a condition of employment.

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