Client Services Analyst, Field Services

Boston Medical Center; Boston (MA); On-site; USD 49,000 - 68,000; Full time

Job summary

Boston Medical Center is seeking a Field Services Analyst to provide front-line IT support for hardware and software across the organization and affiliated entities. You will implement, support, and enhance the client computing environment, ensuring solutions meet user needs and service levels.

You will interact with end users, document issues, assist in training, and participate in multi-site projects with a strong emphasis on customer service and timely resolutions.

Qualifications

• High school diploma and 1–3 years of IT support experience.
• Hands-on PC and Macintosh installation, repair, and troubleshooting.
• Bachelor’s degree in IT or equivalent field preferred; healthcare IT experience preferred.
• A+ certification and ITIL Foundations preferred.

Responsibilities

• Provide reliable and standards-based solutions to user problems.
• Monitor work queue and address incidents and requests.
• Maintain accurate documentation for devices.
• Create, review, and update Knowledge articles for the team.
• Document each customer interaction and steps toward resolution.
• Communicate status of open tickets to end users.
• Maintain knowledge of IT and healthcare trends.
• Install, upgrade, and configure network printing, directory structures, rights, security, software, and file services.
• Troubleshoot software/hardware to diagnose problems.
• Make field visits to resolve issues.
• Escalate issues to on-call resources as per procedures.
• Share technical knowledge with Tier 1 colleagues.
• Attend training sessions and assist in workshops.
• Participate in team projects and evaluate new technology.

Skills

Customer service

Communication

Problem solving

PC & mobile computing

Verbal instructions

Cisco

ServiceNow

Active Directory

Microsoft Exchange

DameWare

CITRIX

VMware

SCCM

Windows AD

MS Exchange

VPN

VDI

Networking basics

Education

Bachelor's degree in IT

Health care IT experience preferred

Tools

ServiceNow

DameWare

CITRIX

VMware

SCCM

Active Directory

Microsoft Exchange

Job description

POSITION SUMMARY

The Field Services Analyst acts as the face of Information Technology, providing front-line technical support for hardware and software solutions for Boston Medical Center and affiliated organizations and employees. This role is responsible for implementing, supporting, and enhancing the client computing environment, ensuring hardware and software solutions meet specifications and user requirements. The Analysts will have daily interactions with end users, providing the highest level of customer service to foster a positive rapport with both hospital personnel and IT peers. Position: Client Services Analyst, Field Services Department: Regional Information Systems Schedule: Full Time

ESSENTIAL RESPONSIBILITIES / DUTIES

• Provide reliable and standards-based solutions to user problems according to Community Hospital approved service level agreements
• Monitors work queue and addresses incidents and requests in order of priority insuring that defined service levels are met
• Maintains accurate documentation for all devices consistent with Community Hospital policies and standards.
• Produce, review, and update Knowledge articles to be used by the team
• Thoroughly documents each contact with customers, and each step taken toward resolution
• Communicates status of open tickets with impacted end users
• Maintains professional knowledge of current trends and developments in the Information Technology and Healthcare field
• Install, upgrade, and configure network printing, directory structures, rights, security, software, and file services
• Perform software/hardware troubleshooting to isolate and diagnose common problems.
• Make field visits as needed to resolve customer issues in a timely manner
• Escalate issues to appropriate on-call resources based on established procedures
• Share technical knowledge with other Tier 1 colleagues
• Attend training session and possibly assist in training workshops
• Participate in team projects as required.
• Assist in special product-related issues as needed
• Participates in activities to evaluate new technology developments and applications

(The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required).

JOB REQUIREMENTS

REQUIRED EDUCATION AND EXPERIENCE: High school diploma and 1-3 years of experience in IT support, with technical proficiency in a broad range of software and hardware, or equivalent combination of education and experience, are required. Hands-on experience with PC and Macintosh installation, repair, and troubleshooting.

PREFERRED EDUCATION AND EXPERIENCE: Bachelor’s degree in computer technology or equivalent field preferred. Health care IT experience preferred. Experience using ticketing system to track incidents with ServiceNow knowledge preferred.

CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED: N/A

CERTIFICATES, LICENSES, REGISTRATIONS PREFERRED: Certification in A+ strongly preferred. ITIL Foundations certification strongly preferred.

KNOWLEDGE, SKILLS & ABILITIES (KSAs)

• Impeccable customer service skills
• Excellent writing and communication skills.
• Problem-solving ability.
• Working knowledge of current PC and mobile computing technology.
• Ability to give verbal instructions patiently to non-technical users.
• Familiarity with Cisco, ServiceNow, Windows Active Directory, Microsoft Exchange, Remote Assist, DameWare, CITRIX, DHCP, VPN, VDI, VMware, and SCCM.
• Knowledge of printer hardware and experience in installation, repair, and troubleshooting.
• Knowledge of basic data communications networking and telecom equipment, including hubs, routers, and cabling infrastructure.
• Knowledge of LAN/WAN internetworking protocols.
• Ability to multitask and prioritize work requirements.
• Excellent interpersonal and organizational skills.
• Ability to work independently and take initiative over diverse project areas.
• Ability to be flexible, versatile, and adaptable in day-to-day activities conducted in a multi-site environment.

Compensation Range: $48,500.00- $68,000.00 This range offers an estimate based on the minimum job qualifications. However, our approach to determining base pay is comprehensive, and a broad range of factors is considered when making an offer. This includes education, experience, skills, and certifications/licensures as they directly relate to position requirements; as well as business/organizational needs, internal equity, and market-competitiveness. In addition, BMCHS offers generous total compensation that includes, but is not limited to, benefits (medical, dental, vision, pharmacy), discretionary annual bonuses and merit increases, Flexible Spending Accounts, 403(b) savings matches, paid time off, career advancement opportunities, and resources to support employee and family well-being.

EQUAL OPPORTUNITY EMPLOYER / DISABLED / VETERANS

Working at Boston Medical Center is more than a job. It’s a chance to make a difference as part of our mission to provide exceptional and equitable care to all. As a nationally-recognized leader in health equity, nursing, initiatives to combat climate change, and many other areas, BMC is dedicated to improving the health of our community in Boston and beyond. BMC’s mission to provide exceptional care without exception extends to our employees, and we have been recognized as a top employer and best place to work. A strong sense of teamwork and support for our staff are the bedrock of BMC, as we know that we can only provide exceptional care to patients when our staff are cared for too.

Boston Medical Center is an equal employment/affirmative action employer. We ensure equal employment opportunities for all, without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity and/or expression or any other non-job-related characteristic.

If you need accommodation for any part of the application process because of a medical condition or disability, please send an e-mail to [e-mail] or call 617-638-8582 to let us know the nature of your request.

Boston Medical Center participates in the Electronic Employment Verification Program. As an E-Verify employer, prospective employees of BMC must complete a background check before beginning their employment at the hospital.

BMC requires all staff to be vaccinated against COVID-19 and flu, as well as receive a booster dose of the COVID-19 vaccine.