Lead Field Support Technician

Beth Israel Lahey Health•Charlestown, MA

35d•$32 - $45

About The Position

When you join the growing BILH team, you're not just taking a job, you're making a difference in people's lives.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.Job Description:Essential Duties & Responsibilities including but not limited to:Primary Responsibilities:1. 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. 2. 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. 3. Diagnose and resolve complex desktops and peripherals related to interoperability, OS security issues, system access, passwords, and authentication. 4. Accurately responds to desktop issues related to profiles, group policies, and local system configurations. 5. Demonstrates an understanding of network-related activities and support, including but not limited to IP and DNS. 6. 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. 7. Participates in cross-training, mentoring, and training for senior staff. 8. Acts as an escalation point for the Service Desk and Field Support. 9. Possess an understanding of BILH-centric clinical and core applications with the skill/ability to troubleshoot and resolve performance, access, and interoperability issues. 10. Perform assessments and diagnosis of problems using remote tools, with skill/ability to perform fixes and installations. 11. Trains and helps onboard new team members.12. Possess an expert understanding of best practices in regard to IT security in order to quickly identify potential business impacting vulnerabilities/threats. 13. 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. 14. Ensures accurate and timely updates to the ITSM ticketing systemCompetencies: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.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.Independence of Action: Ability to set goals and determines how to accomplish defined results with some guidelines. The Manager/Director provides broad guidance and overall direction.Written Communications: Ability to summarize and communicate in English moderately complex information in varied written formats to internal and external customers.Oral Communications: Ability to comprehend and communicate complex verbal information in English to medical center staff, patients, families, and external customers.Knowledge: Ability to demonstrate in-depth knowledge of concepts, practices, and policies with the ability to use them in complex varied situations.Team Work: Ability to act as a team leader for small projects or work groups, creating a collaborative and respectful team environment and improving workflows. Results may impact the operations of one or more departments.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.

Requirements

High School diploma or GED required.
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.
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 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.
A+ Certification required.

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.
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