Beth Israel Lahey Health
Senior Field Support Technician
Beth Israel Lahey Health, Boston, Massachusetts, us, 02298
Beth Israel Lahey Health Senior Field Support Technician Charlestown, Massachusetts
Work Shift:
Day (United States of America)FLSA Status:
Non-ExemptWhen you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.Responsible for delivering world-class field support services across all BILH entities and its affiliates. This Tier 2 and 3 in-person support position is responsible for all aspects of customer requests and incident management, including 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 Senior Field Support Technician interacts with all levels of BILH colleagues and must have superior customer relations and communication skills. This individual must be highly skilled in both customer service and various information technology areas. On a day-to-day basis, the Senior Field Support Technician ensures proper operation and support of PCs, printers, peripherals, and mobile devices, and supports all standard operating systems, software applications, and vendor devices.Essential Responsibilities:Responsible for Level 2 support providing intermediate to advanced support, consistently exceeding end-user expectations by meeting established SLAs and customer demands.Exhibits competence, commitment, and accountability to coordinate customer support issues, ensuring timely response and positive outcomes, and accurately identifying when issues should be escalated to SMEs (Subject Matter Experts) and/or management.Diagnose and resolve moderately difficult to complex desktop and peripherals issues related to interoperability, OS security issues, system access, passwords, and authentication.Demonstrates an understanding of network-related activities and support, including IP and DNS.Participate in training opportunities and in-service programs to maintain the highest level of technical skills possible.Possess an understanding of BILH-centric clinical and core applications with the skill/ability to troubleshoot and resolve performance, access, and interoperability issues.Contributes to the creation of processes and procedures for the Service Desk knowledge base.Ensures accurate and timely updates to the ITSM ticketing system.Required Qualifications:High School diploma or GED required.3-5 years related work experience required in Service Desk/Field/IT Support experience supporting a large enterprise of end users in a complex MS Windows / MS Office environment.Moderate Knowledge of various Operating systems (OS) including but not limited to Windows 10 and MAC OS is required.Solid experience with Microsoft infrastructure (Windows, Active Directory, Exchange, etc.) is required.Advanced technical computer skills as required for technical support specific to functional area and related systems.Preferred Qualifications:Moderate Knowledge of Dell, Apple, HP, and Ricoh hardware is desirable.Knowledge of Oracle PeopleSoft and Workday application is desirable.As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues, and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) and COVID-19 as a condition of employment.
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Work Shift:
Day (United States of America)FLSA Status:
Non-ExemptWhen you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.Responsible for delivering world-class field support services across all BILH entities and its affiliates. This Tier 2 and 3 in-person support position is responsible for all aspects of customer requests and incident management, including 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 Senior Field Support Technician interacts with all levels of BILH colleagues and must have superior customer relations and communication skills. This individual must be highly skilled in both customer service and various information technology areas. On a day-to-day basis, the Senior Field Support Technician ensures proper operation and support of PCs, printers, peripherals, and mobile devices, and supports all standard operating systems, software applications, and vendor devices.Essential Responsibilities:Responsible for Level 2 support providing intermediate to advanced support, consistently exceeding end-user expectations by meeting established SLAs and customer demands.Exhibits competence, commitment, and accountability to coordinate customer support issues, ensuring timely response and positive outcomes, and accurately identifying when issues should be escalated to SMEs (Subject Matter Experts) and/or management.Diagnose and resolve moderately difficult to complex desktop and peripherals issues related to interoperability, OS security issues, system access, passwords, and authentication.Demonstrates an understanding of network-related activities and support, including IP and DNS.Participate in training opportunities and in-service programs to maintain the highest level of technical skills possible.Possess an understanding of BILH-centric clinical and core applications with the skill/ability to troubleshoot and resolve performance, access, and interoperability issues.Contributes to the creation of processes and procedures for the Service Desk knowledge base.Ensures accurate and timely updates to the ITSM ticketing system.Required Qualifications:High School diploma or GED required.3-5 years related work experience required in Service Desk/Field/IT Support experience supporting a large enterprise of end users in a complex MS Windows / MS Office environment.Moderate Knowledge of various Operating systems (OS) including but not limited to Windows 10 and MAC OS is required.Solid experience with Microsoft infrastructure (Windows, Active Directory, Exchange, etc.) is required.Advanced technical computer skills as required for technical support specific to functional area and related systems.Preferred Qualifications:Moderate Knowledge of Dell, Apple, HP, and Ricoh hardware is desirable.Knowledge of Oracle PeopleSoft and Workday application is desirable.As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues, and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) and COVID-19 as a condition of employment.
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