Client Services Analyst, Field Services

POSITION SUMMARY:

The Field Services Analyst acts as the face of Information Technology, providing front-line technical support for hardware and software solutions for Boston Medical Center and affiliated organizations and employees. This role is responsible for implementing, supporting, and enhancing the client computing environment, ensuring hardware and software solutions meet specifications and user requirements. The Analysts will have daily interactions with end users, providing the highest level of customer service to foster a positive rapport with both hospital personnel and IT peers.

Position: Client Services Analyst, Field Services       

Department: Regional Information Systems

Schedule: Full Time

ESSENTIAL RESPONSIBILITIES / DUTIES:

• Provide reliable and standards-based solutions to user problems according to Community Hospital approved service level agreements

• Monitors work queue and addresses  incidents and requests  in order of priority insuring that defined service levels are met

• Maintains accurate documentation for all devices consistent with Community Hospital policies and standards.

• Produce, review, and update 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 field

• Install, upgrade, and configure network printing, directory structures, rights, security, software, and file services

• Perform software/hardware troubleshooting to isolate and diagnose common problems.

• Make field visits as needed to resolve customer issues in a timely manner

• Escalate issues to appropriate on-call resources based on established procedures

• Share technical knowledge with other Tier 1 colleagues

• Attend training session and possibly assist in training workshops

• Participate in team projects as required. Assist in special product-related issues as needed

• Participates in activities to evaluate new technology developments and applications

(The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required).

JOB REQUIREMENTS

REQUIRED EDUCATION AND EXPERIENCE:

• High school diploma and 1-3 years of experience in IT support, with technical proficiency in a broad range of software and hardware, or equivalent combination of education and experience, are required.

• Hands-on experience with PC and Macintosh installation, repair, and troubleshooting.

PREFERRED EDUCATION AND EXPERIENCE:

• Bachelor’s degree in computer technology or equivalent field preferred.

• Health care IT experience preferred.

• Experience using ticketing system to track incidents with ServiceNow knowledge preferred.

CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:

• N/A

CERTIFICATES, LICENSES, REGISTRATIONS PREFERRED:

• Certification in A+ strongly preferred.

• ITIL Foundations certification strongly preferred 

KNOWLEDGE, SKILLS & ABILITIES (KSAs):

• Impeccable customer service skills

• Excellent writing and communication skills.

• Problem-solving ability.

• Working knowledge of current PC and mobile computing technology.

• Ability to give verbal instructions patiently to non-technical users.

• Familiarity with Cisco, ServiceNow, Windows Active Directory, Microsoft Exchange, Remote Assist, DameWare, CITRIX, DHCP, VPN, VDI, VMware, and SCCM.

• Knowledge of printer hardware and experience in installation, repair, and troubleshooting.

• Knowledge of basic data communications networking and telecom equipment, including hubs, routers, and cabling infrastructure.

• Knowledge of LAN/WAN internetworking protocols.

• Ability to multitask and prioritize work requirements.

• Excellent interpersonal and organizational skills.

• Ability to work independently and take initiative over diverse project areas.

• Ability to be flexible, versatile, and adaptable in day-to-day activities conducted in a multi-site environment.