Job description
POSITION SUMMARY:
Primarily responsible for implementing / supporting and enhancing the Client Computing environment. Provides front line customer support for Boston Medical Center and affiliated organizations and employees.
Position: Client Service Analyst / Field Services
Department: Service Desk
Schedule: Full Time
ESSENTIAL RESPONSIBILITIES / DUTIES:
Must adhere to all principals of BMC's RESPECT behavioral standards
(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
EDUCATION:
CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:
EXPERIENCE:
KNOWLEDGE AND SKILLS:
Req id: 29457
Primarily responsible for implementing / supporting and enhancing the Client Computing environment. Provides front line customer support for Boston Medical Center and affiliated organizations and employees.
Position: Client Service Analyst / Field Services
Department: Service Desk
Schedule: Full Time
ESSENTIAL RESPONSIBILITIES / DUTIES:
- Provide reliable and standards-based solutions to user problems according to BMC 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 BMC 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
- Conforms to hospital standards of performance and conduct, including those pertaining to patient rights
- Follows established hospital infection control and safety procedures
- Perform other duties as needed.
- Will require on-call coverage and minimal travel responsibilities
Must adhere to all principals of BMC's RESPECT behavioral standards
(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
EDUCATION:
- Bachelor's degree preferred, in computer science or equivalent field. May substitute an equivalent combination of education and experience.
CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:
- Certification in A+ strongly preferred.
- ITIL Foundations certification strongly preferred
EXPERIENCE:
- One to three years of experience in IT support, with technical proficiency in a broad range of software and hardware. Healthcare experience a plus.
KNOWLEDGE AND SKILLS:
- Impeccable customer service skills
- Must be able to multi-task and prioritize well
- Experience using ticketing system to track incidents. Service Now knowledge preferred.
- Excellent writing and communication skills
- Demonstrated problem-solving ability
- Working Knowledge of current PC and mobile computing technology
- Ability to give verbal instruction patiently to non-technical users
- Familiarity with Cisco, ServiceNow, Windows Active Directory, Microsoft Exchange, Remote Assist, DameWare
- Desktop: Microsoft Office 2003/2010, McAfee Enterprise anti-virus and Microsoft Explorer 7-10
- OS: Microsoft Windows XP/Win7, 8, Linux, Macintosh 10.6-10.7
- Hardware: Dell Optiplex desktops, Latitude laptops and Dell/Intermec/HP printers
- Protocols: TCP/IP, HTTP, Ethernet
- Technologies: CITRIX, DHCP, VPN, VDI, VMware, Cisco hardware, encryption, security, SCCM
Req id: 29457
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