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.

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.

• Provide reliable and standards-based solutions to user problems according to Community Hospital 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 Community Hospital 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

(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).

• 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.

• Bachelor’s degree in computer technology or equivalent field preferred.
• Health care IT experience preferred.
• Experience using ticketing system to track incidents with Service Now knowledge preferred.

• N/A

• Certification in A+ strongly preferred.
• ITIL Foundations certification strongly preferred

• Impeccable customer service skills
• Excellent writing and communication skills.
• Problem-solving ability.
• Working knowledge of current PC and mobile computing technology.
• Ability to give verbal instructions patiently to non-technical users.
• Familiarity with Cisco, Service Now, Windows Active Directory, Microsoft Exchange, Remote Assist, Dame Ware, CITRIX, DHCP, VPN, VDI, VMware, and SCCM.
• Knowledge of printer hardware and experience in installation,…