Endpoint Support Technician

Site:
Mass General Brigham Incorporated

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

The Endpoint support Tech team at NWH consists of six technicians and one shift lead. Given the already high workload, the absence of one technician would significantly impact the level of support we provide. In addition to managing MGB devices, we also support iPads and tablets, as well as some non-MGB and MI2 devices. We are involved in implementing hardware, software, and application upgrade projects.

Due to the high demand for service and collaboration, our team must remain intact to meet these demands effectively.

The individual will report to the Manager or Supervisor of Endpoint Support Technicians. The position will be based at Newton‑Wellesley Hospital's main campus and will typically support computer hardware at both on‑site and off‑site locations.

The Endpoint Support Technician I provides technical support services for desktop computers, laptop computers, printers, tablets, monitors, scanners, and other peripheral devices. Services will include device deployment, software installation, testing network connections, troubleshooting services, and repairs. The Network Technician will also support Apple products and any equipment needed for the smooth operation of the hospital. Service requests will be tracked and documented in service management software.

The specifics associated with this role are described in the attached Position Summary.

At the discretion of the Manager or Supervisor, the individual may be required to travel to off‑site locations in support of projects or provide support when needed. All travel from the main campus will be reimbursed at the MGB standard rate.

The individual will work the assigned shift and use the MGB time clocks at the start and end of the shift to document the hours worked. The Manager/Supervisor will be notified at least 3 days before any planned time off. If the individual needs to be out for sickness or an emergency, they will notify the Manager/Supervisor before the shift starts.

Individual will be required to support all areas of the hospital, including locations that require the use of Personal Protection Equipment, PPE. The individual will be trained in its use and will follow all precautions requiring the use of PPE. Before entering any area that requires the use of PPE individual will work with the clinical staff to ensure all policies are adhered to.

Education:

High School Diploma or Equivalent required or Associate's Degree Related Field of Study preferred. Can this role accept experience in lieu of a degree? Yes.

Experience:

Experience in customer service and IT support, including hardware and software troubleshooting 1–2 years preferred and Experience in support or related technical field 0–1 year preferred.

• Proficient working knowledge of associated technical systems and software.
• Proficiency with associated technical systems and software.
• Solid experience with Microsoft Windows operating systems.
• Excellent troubleshooting and problem‑solving abilities across IT environments.
• Proficient written and verbal communication skills.
• Outstanding customer service, interpersonal, and organizational skills.
• Demonstrated ability to multi task, prioritize, and manage competing work demands.
• Creative, detail‑oriented, and adaptable in fast‑paced technical environments.

• M-F 8:00 to 4:30
• Onsite

Remote Type:
Onsite

Work Location:

2014 Washington Street

Scheduled Weekly

Hours:

40

Employee Type:
Regular

Work Shift:

Day (United States of America)

Pay Range: $22.22 - $31.71/Hourly

Grade: 4

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