Client Services Analyst, Field Services
About The Position
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.
Requirements
- 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.
Nice To Haves
- 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.
- Certification in A+ strongly preferred.
- ITIL Foundations certification strongly preferred.
Responsibilities
- 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
Benefits
- medical, dental, vision, pharmacy
- discretionary annual bonuses and merit increases
- Flexible Spending Accounts
- 403(b) savings matches
- paid time off
- career advancement opportunities
- resources to support employee and family well-being
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
