Client Services Analyst, Field Services
POSITION SUMMARY:The Field Services Analyst acts as the face of Information Technology, providing front-line technical support for hardware and software solutions for Boston Medical Center and affiliated organizations and employees. This role is responsible for implementing, supporting, and enhancing the client computing environment, ensuring hardware and software solutions meet specifications and user requirements. The Analysts will have daily interactions with end users, providing the highest level of customer service to foster a positive rapport with both hospital personnel and IT peers.Position: Client Services Analyst, Field Services Department: Regional Information SystemsSchedule: Full TimeESSENTIAL RESPONSIBILITIES / DUTIES:Provide reliable and standards-based solutions to user problems according to Community Hospital approved service level agreementsMonitors work queue and addresses incidents and requests in order of priority insuring that defined service levels are metMaintains accurate documentation for all devices consistent with Community Hospital policies and standards.Produce, review, and update Knowledge articles to be used by the teamThoroughly documents each contact with customers, and each step taken toward resolutionCommunicates status of open tickets with impacted end usersMaintains professional knowledge of current trends and developments in the Information Technology and Healthcare fieldInstall, upgrade, and configure network printing, directory structures, rights, security, software, and file servicesPerform software/hardware troubleshooting to isolate and diagnose common problems.Make field visits as needed to resolve customer issues in a timely mannerEscalate issues to appropriate on-call resources based on established proceduresShare technical knowledge with other Tier 1 colleaguesAttend training session and possibly assist in training workshopsParticipate in team projects as required. Assist in special product-related issues as neededParticipates in activities to evaluate new technology developments and applications(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 REQUIREMENTSREQUIRED EDUCATION AND EXPERIENCE:High school diploma and 1-3 years of experience in IT support, with technical proficiency in a broad range of software and hardware, or equivalent combination of education and experience, are required.Hands-on experience with PC and Macintosh installation, repair, and troubleshooting.PREFERRED EDUCATION AND EXPERIENCE:Bachelor’s degree in computer technology or equivalent field preferred.Health care IT experience preferred.Experience using ticketing system to track incidents with ServiceNow knowledge preferred.CERTIFICATES, LICENSES, REGISTRATIONS RE...