Field Services Analyst

Job Title:

Field Services Analyst I

Location:

SBC Corporation

Department Name: IT&S Service Management

Req #:

Status:
Hourly

Shift: Day

Pay Range: $26.66 - $37.05 per hour

Pay Transparency:

The above reflects the anticipated hourly wage range for this position if hired to work in New Jersey.

The compensation offered to the candidate selected for the position will depend on several factors, including the candidate's educational background, skills and professional experience.

The Field Services Analyst I provides hands-on technical support for RWJBarnabas Health employees, endpoint devices, and technology infrastructure. This position troubleshoots and resolves hardware, software, mobile device, telecommunications, and basic networking issues while delivering timely and professional customer service.

The Field Services Analyst I manages incidents and service requests through the IT service management process, supports device installations and refreshes, maintains accurate asset information, and provides onsite technical support across assigned RWJBarnabas Health locations.

• Troubleshooting and resolving desktop, laptop, software, mobile device, telecommunications, and basic network issues
• Providing hands-on technical support for employees and escalating complex issues to appropriate IT teams when needed
• Performing hardware and software repairs on desktop and laptop computers, including data backup and recovery
• Managing incidents and service requests while meeting established SLA and performance expectations
• Supporting the day-to-day maintenance, configuration, and lifecycle of PCs and other endpoint devices
• Completing installs, moves, adds, and changes (IMAC), including hardware and software requests and device refreshes
• Maintaining accurate IT asset and device information in accordance with established asset management processes
• Documenting troubleshooting, resolutions, escalations, and status updates within the ITSM ticketing system
• Reviewing endpoint devices for security compliance, including antivirus protection, patching, and data encryption
• Providing technical guidance and training to employees on hardware, applications, processes, and other technology topics
• Supporting after-hours and on-call technical needs as scheduled

• You enjoy hands-on troubleshooting and solving technology problems directly with customers
• You are comfortable working with desktop and laptop hardware, software, mobile devices, and basic networking
• You enjoy a field-based IT environment where priorities and technical needs can change throughout the day
• You are organized and comfortable managing multiple incidents and service requests within established SLAs
• You provide strong customer service and can communicate technical information to non-technical users
• You can work independently while recognizing when an issue needs to be escalated
• You are comfortable with variable working hours and participating in an on-call rotation approximately 1-2 times per month

• Associate’s or bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field
• High school diploma with relevant IT work experience may be considered in lieu of a degree
• Knowledge of desktop and end-user technical support
• Ability to troubleshoot computer hardware, software, mobile devices, telecommunications, and basic networking issues
• Strong customer service, communication, organization, and problem-solving skills
• Ability to manage incidents and service requests while meeting established SLA requirements
• Ability to accurately document technical issues, troubleshooting, and resolutions
• Valid New…