Endpoint Technician I

Mass General Brigham Incorporated; Northampton (MA); On-site; USD 30,000 - 44,000; Full time

Job summary

Mass General Brigham Incorporated is seeking a technical support professional to manage and support a range of IT equipment and systems at our onsite location. Responsibilities include break/fix support, setup and decommissioning of equipment, and daily operational monitoring.

The ideal candidate will have strong Windows experience, solid customer service skills, and the ability to document issues for our knowledge base. Onsite work at 30 Locust Street with a 40-hour workweek is standard.

Qualifications

• High School Diploma or Associate's Degree required; relevant experience considered in lieu of degree.
• Strong troubleshooting skills across hardware and software in Windows environments.
• Excellent written and verbal communication with internal users and teams.

Responsibilities

• Provide break/fix technical support for networked and stand-alone computing equipment.
• Transport, set up, install, and decommission systems as needed.
• Provide operational support by accessing software, monitoring system jobs, and addressing peripheral hardware errors.
• Respond to support requests via phone, email, ticketing systems, and chat.
• Document issues and resolutions for the knowledge base and process improvements.

Skills

Windows OS

IT Troubleshooting

Customer Service

Communication Skills

Education

High School Diploma or Associate's Degree

Tools

Ticketing Systems

Network Monitoring

Job description

Site: Mass General Brigham IncorporatedMass 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.Job SummarySummaryResponsible for managing and supporting a wide range of technical systems and equipment. Duties include transporting and setting up technical equipment and maintaining inventory. Also responsible for managing systems to ensure secure and efficient operations, providing technical support and troubleshooting, and offering technical guidance to peers to minimize disruptions and maintain productivityEssential Functions-Provide break/fix technical support services for networked and stand-alone computing equipment.-Transport, set up, install, and decommission systems.-Provide operational support by accessing software, monitoring system jobs, and responding to peripheral hardware errors and stoppages.-Operate systems to input, process, and retrieve data as part of daily operations.-Respond to support requests via phone, email, ticketing systems, and instant messaging platforms.-Deliver timely and effective technical support and customer service to internal users, resolving routine hardware, software, and system-related issues.-Collaborate with subject matter experts and escalate issues as necessary using ITIL leading practices.-Document issues and resolutions clearly and accurately for ongoing knowledge base development and process improvement.QualificationsEducationHigh School Diploma or Equivalent required or Associate's Degree Related Field of Study preferredCan this role accept experience in lieu of a degree?YesExperienceExperience 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 preferredKnowledge, Skills and Abilities- 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.Additional Job Details (if applicable)Working ConditionsOnsite position Monday - Friday 8am-4:30pmRemote TypeOnsiteWork Location30 Locust StreetScheduled Weekly Hours40Employee TypeRegularWork ShiftDay (United States of America)Pay Range$22.22 - $31.71/HourlyGrade4At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.EEO Statement:0100 Mass General Brigham Incorporated is an Equal Opportunity Employer. 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. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.Mass General Brigham Competency FrameworkAt Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.