Field Services Analyst

Job Title: Field Services Analyst I

Location: 95 Old Short Hills Road, West Orange, NJ 07052

Pay Range: $26.25 - $37.07 per hour

Primary role is to support and maintain RWJBarnabas Health's users and infrastructure, including coordination and fulfillment of incidents and requests through service management while adhering to organizational policies and procedures. The analyst must represent the company professionally, providing excellent customer service and supporting the mission/vision of the organization.

• Required:
  
  An Associate's degree or Bachelor's degree in Computer Science, Information Systems, Business Administration or a related field. A high school diploma and relevant work experience may be considered in lieu of a degree.
• Preferred:
  Experience with in the healthcare environment; general knowledge of desktop and end-user support.

• Required Certifications and Licenses:
  Valid NJ Driver's License.
• Preferred Certifications and Licenses:
  CompTIA A+ Certification.

Full time. Variable working hours to provide site coverage, on call availability 1-2 times per month, travel up to 50%.

Assist the department manager in ongoing assessment and upgrading of PCs; research and evaluate hardware and software. Monitor and troubleshoot computer hardware and software, mobile devices, telecom, and networking problems. Prioritize problems, ensuring all jobs are completed as scheduled or requested within SLA guidelines. Complete assignments thoroughly, accurately, promptly and neatly. Consistently meet key metrics on incidents and requests: tickets per month, tickets resolved within SLA, mean time to resolve, etc.

Assist with day‑to‑day maintenance of RWJBH PCs. Perform advanced hardware and software repair procedures on desktop and laptop computers, performing data backup and recovery as needed. Assist employees with technical requests, troubleshoot, resolve, and escalating if required. Provide guidance to conditions which must be met to fulfill requests. Follow IMAC process, handling hardware and software requests, refresh, and maintaining the asset database.

Be available for on‑call and after‑hours support, responding to escalations in a timely manner. Carry company provided mobile phone and answer phone, text in a timely manner. Perform training to staff and customers on various technology topics, including hardware configurations, processes, and applications. Provide thorough documentation and timely updates within ITSM ticketing system. Evaluate all assets to ensure security compliance including (but not limited to) antivirus protection, patch management, data encryption, etc.

Perform additional duties and responsibilities as requested by management. The duties, responsibilities and activities may change at any time with or without notice.

• Paid Time Off (PTO)
• Medical and Prescription Drug Insurance
• Dental and Vision Insurance
• Retirement Plans
• Short & Long Term Disability
• Life & Accidental Death Insurance
• Tuition Reimbursement
• Health Care/Dependent Care Flexible Spending Accounts
• Wellness Programs
• Voluntary Benefits (e.g., Pet Insurance)
• Discounts Through our Partners such as NJ Devils, NJ PAC, Verizon, and more!

Equal Opportunity Employer

RWJBarnabas Health is an Equal Opportunity Employer.