Lead Field Support Technician-Mount Auburn Hospital

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.

This position supports Mount Auburn Hospital. It is full-time, on-site work.

Responsible for delivering world class field support services across all BILH entities and its affiliates.

Using the Information Technology Service Management suite provided, this Tier 2/3 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 and Field Support as well as logging, triaging, resolving, and timely follow up of service requests/incidents. The Lead 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 Lead Field Support Technician ensures proper operation and support of PC's, 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.

• Responsible for Level 2.5 or 3 support providing advanced support. Acts in a supervisory function as needed reviewing tickets, managing SLA's and fills in for the Supervisor/Manager as needed. Drives high customer satisfaction and ensures services align with BILH needs.
• Exhibits competence, commitment and accountability to coordinate customer support issues and ensure timely response, positive outcomes and accurately identify when issues should be escalated to SME's and/or management. Also, acts as an SME for designated technologies.
• Diagnose and resolve complex desktop 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. Acts as an escalation point for Level 1 and 2 support and for Customer escalation issues.
• Demonstrates an understanding of network-related activities and support, including but not limited to IP and DNS.
• Maintain 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, mentoring and training for senior staff. Acts as an escalation point for the Service Desk and Field Support.
• Possess an understanding of BILH centric clinical and core applications with 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. Trains and helps onboard new team members.
• Possess an expert understanding of best practices in regards to IT security in order to quickly identify potential business impacting vulnerabilities / threats.
• Contributes and may lead the creation of processes and procedures for the Service Desk knowledge base. Will work closely with teams to develop standardized workflows.
• Ensures accurate and timely updates to the ITSM ticketing system.

• High School diploma or GED required.
• Certificate 1 A+ Certification required.
• 5-8 years related work experience required in 5 plus years of Service Desk/Field/IT Support experience supporting a large enterprise of end users in a complex MS Windows / MS Office environment..
• Expert Knowledge of various Operating systems (OS) including but not limited to Windows 10 and MAC OS. Knowledge of various mobile devices is required, including but not limited to: iOS and Android platforms is required. Knowledge of Network fundamentals.
• Solid experience of Citrix Systems application. Solid experience with Microsoft infrastructure (Windows, Active Directory, Exchange, etc.). Solid experience of Microsoft O365 applications.
• May produce complex documents, perform analysis, and maintain databases. Advanced Knowledge and experience with ITSM systems such as Service Now or Remedy
• Advanced technical computer skills as required for…