Field Support Tech Lead

Beth Israel Lahey Health • Boston, MA

132d

About The Position

The Lead Field Support Technician is responsible for delivering world-class field support services across all Beth Israel Lahey Health (BILH) entities and its affiliates. 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.

Requirements

• High School diploma or GED required.
• A+ Certification required.
• 5-8 years related work experience required in Service Desk/Field/IT Support.
• Expert Knowledge of various Operating systems including Windows 10 and MAC OS.
• Knowledge of various mobile devices including iOS and Android platforms.
• 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.
• Advanced 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.

Nice To Haves

• Expert Knowledge of Dell, Apple, HP, and Ricoh hardware.
• Knowledge of Oracle PeopleSoft and Workday application.

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.
• Accurately identifies when issues should be escalated to SME's and/or management.
• 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.
• 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.
• Contributes and may lead the creation of processes and procedures for the Service Desk knowledge base.
• Ensures accurate and timely updates to the ITSM ticketing system.

What This Job Offers

• Job Type: Full-time
• Industry: Hospitals
• Education Level: High school or GED