Field Support Tech
Beth Israel Lahey Health
Field Support Technician
When you join the growing BILH team, you're not just taking a job, you're making a difference in people's lives.
The Field Support Technician will be responsible for delivering world-class field support services across all Beth Israel Lahey Health, Inc. (BILH) entities and its affiliates. Using the Information Technology Service Management suite provided, this Tier 2 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 as well as logging, triaging, resolving, and timely follow-up of service requests/incidents. The 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 Field Support Technician ensures proper operation and support of PCs, 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:
- Responsible for Level 1 support providing basic to intermediate support. Exceeds end-user expectations by meeting established SLAs and customer demands. Drives high customer satisfaction and ensures services align with BILH's needs.
- Exhibits 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 (Subject Matter Experts) and/or management. Also, acts as an SME for designated technologies.
- Diagnose and resolve moderately difficult 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.
- Acquires 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 and acts as an escalation point for the Service Desk.
- Acquires 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.
- Acquires an understanding of best practices regarding IT security to quickly identify potential business-impacting vulnerabilities/threats.
- May contribute to the creation of processes and procedures for the knowledge base. Will work closely with teams to develop standardized workflows.
- Ensure accurate and timely updates to the ITSM ticketing system.
- Provides on-call/after-hours support.
Competencies:
Decision Making: Ability to make decisions that are guided by general instructions and practices requiring some interpretation. May make recommendations for solving problems of moderate complexity and importance.
Problem Solving: Ability to address varied problems, requiring analysis or interpretation of the situation using direct observation, knowledge, and skills based on general precedents.
Independence of Action: Ability to set goals and determine how to accomplish defined results with some guidelines. The Manager/Director provides broad guidance and overall direction.
Written Communications: Ability to communicate clearly and effectively in written English with internal and external customers.
Oral Communications: Ability to comprehend and converse in English to communicate effectively with medical center staff, patients, families, and external customers.
Knowledge: Ability to demonstrate full working knowledge of standard concepts, practices, procedures, and policies with the ability to use them in varied situations.
Team Work: Ability to interact respectfully with other employees, professional staff, and/or external contacts to offer ideas, identify issues, obtain information, or deliver services.
Customer Service: Ability to provide a high level of customer service to patients, visitors, staff, and external customers in a professional, service-oriented, respectful manner using skills in active listening and problem-solving. Ability to remain calm in stressful situations.
Minimum Qualifications:
Education: High School diploma or GED required.
Licensure, Certification & Registration: Certificate 1 A+ Certification preferred.
Experience: 1-3 years related work experience required in 2 plus years of Service Desk/Field/IT Support experience supporting a large enterprise of end users in a complex MS Windows / MS Office environment.
Skills, Knowledge & Abilities:
- Moderate Knowledge of various Operating systems (OS) including but not limited to Windows 10 and MAC OS is required Knowledge of various mobile devices is required, including but not limited to: iOS and Android platforms is required. Knowledge of Network fundamentals is required.
- Solid experience of Citrix Systems application is required. Solid experience with Microsoft infrastructure (Windows, Active Directory, Exchange, etc.) is required. Solid experience of Microsoft O365 applications is required.
- May produce complex documents, perform analysis, and maintain databases.
- Ability to learn quickly and retain knowledge of a wide variety of systems. 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.
Preferred Qualifications & Skills:
- Moderate Knowledge of Dell, Apple, HP, and Ricoh hardware is desirable.
- Knowledge of Oracle PeopleSoft and Workday applications is desirable.
- Knowledge of the Electronic Health Record (EHR) application is desirable.