Digital Support Technician, Senior

Summary

Responsible for providing comprehensive endpoint support services, ensuring the smooth operation of advanced endpoint systems. Duties include deploying and configuring devices, installing and updating software, testing connectivity, performing diagnostics, troubleshooting, and making repairs. This role also includes coordinating Digital service efforts to ensure the timely resolution of technical escalation issues, maintaining hardware and software systems, and supporting end users to minimize downtime and enhance overall system performance.

• Provides guidance for staff.
• Represents the team at management meetings and discussion forums.
• Participates in developing and implementing policies and procedures to enhance processes and workflows.
• Troubleshoot technical issues for end-users.
• Document work performed within the service management software; document device and user data as required.
• Prioritize and triage calls to the appropriate groups if they cannot be resolved using ITIL best practices.
• Enter transactions into the system as needed.

High School Diploma or Equivalent required

Can this role accept experience in lieu of a degree? No

Experience providing technical support, including installation, repair and troubleshooting of computers 3-5 years required

• Proficient analytical and problem-solving skills.
• Ability to multitask and prioritize work demands.
• Good interpersonal and communication skills.
• Ability to be flexible, versatile, and adaptable in day-to-day activities.
• General knowledge of Phone Systems, applications, printers, and other computing equipment.
• General knowledge of operating systems (e.g., Windows, Mac OS) and popular software solutions (e.g., Office 365, Internet browsers).
• Excellent verbal and written communication skills for interacting with staff, explaining technical concepts in non-technical terms, and documenting support activities clearly.
• In-depth knowledge of macOS troubleshooting, JAMF Pro, and network configuration.
• Ability to diagnose and repair hardware/software issues for Mac Book/iMac.

Onsite Monday-Friday 8am-4:30pm

Mass General Brigham Incorporated is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.