Lead Field Support Technician-Onsite (Charlestown MA)

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.

This is an onsite opportunity in Charlestown MA.

The Lead Field Support Technician will be using the Information Technology Service Management suite provided, this Tier 2/3 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 Lead 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 Lead 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.

Job Description:

Essential Duties & Responsibilities:

Primary Responsibilities:

• Responsible for Level 2.5 or 3 support providing advanced support. Acts in a supervisory function as needed reviewing tickets, managing SLA's and filling in for the Supervisor/Manager as needed. Drives high customer satisfaction and ensures services align with BILH's needs.

• Exhibits competence, commitment, and accountability to coordinate customer support issues and ensure timely response, and positive outcomes and accurately identify when issues should be escalated to SME's and/or management. Also, acts as an SME for designated technologies.

• Diagnose and resolve complex 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.

• Maintain 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 senior staff.

• Acts as an escalation point for the Service Desk and Field Support.

• Possess 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.

• Trains and helps onboard new team members.

• Possess an expert understanding of best practices in regard to IT security in order to quickly identify potential business impacting vulnerabilities/threats.

• Contributes and may lead the creation of processes and procedures for the Service Desk knowledge base. Will work closely with teams to develop standardized workflows.

• Ensures accurate and timely updates to the ITSM ticketing system.

 

Minimum Qualifications:

Education: High School diploma or GED required.

Licensure: Certification & Registration: Certificate 1 A+ Certification required.

Experience: · 5-8 years related work experience required · Service Desk/Field/IT Support experience supporting a large enterprise of end users in a complex MS Windows / MS Office environment.

Skills, Knowledge & Abilities: ·
*Expert Knowledge of various Operating systems (OS) including but not limited to Windows 10 and MAC OS.
Knowledge of various mobile devices is required, including but not limited to: iOS and Android platforms is required. Knowledge of Network fundamentals. ·
*Solid experience of Citrix Systems application.
*Solid experience with Microsoft infrastructure (Windows, Active Directory, Exchange, etc.).
*Solid experience of Microsoft O365 applications. ·
*May produce complex documents, perform analysis, and maintain databases.
*Advanced Knowledge and experience with ITSM systems such as Serv