Field IT Support Technician I — Onsite Endpoints & IMAC

RWJBarnabas Health; Short Hills (NJ); On-site; USD 55,000 - 77,000; Full time

Benefits offered by this job

PTO

Medical Insurance

Dental Insurance

Vision Insurance

Retirement Plans

Short/Long Term Disability

Life & AD&D Insurance

Tuition Reimbursement

Wellness Programs

Pet Insurance

Job summary

RWJBarnabas Health is seeking a Field Services Analyst I to deliver hands-on IT support for employees, devices, and infrastructure across multiple sites. You will troubleshoot hardware, software, mobile devices, and basic networking while adhering to SLAs and maintaining asset records.

You’ll install, refresh, and configure endpoints, manage IMAC tasks, and document issues and resolutions in the ITSM system. A customer-focused mindset and flexible hours, including on-call, are required.

Qualifications

• Associate’s or bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field.
• High school diploma with relevant IT work experience may be considered in lieu of a degree.
• Knowledge of desktop and end-user technical support.
• Ability to troubleshoot computer hardware, software, mobile devices, telecommunications, and basic networking issues.
• Strong customer service, communication, organization, and problem-solving skills.
• Ability to manage incidents and service requests while meeting established SLA requirements.
• Ability to accurately document technical issues, troubleshooting, and resolutions.
• Valid New Jersey driver’s license.
• Ability to work variable hours based on site coverage needs.
• Availability for on-call and after-hours support approximately 1-2 times per month.

Responsibilities

• Troubleshooting and resolving desktop, laptop, software, mobile device, telecommunications, and basic network issues.
• Providing hands-on technical support for employees and escalating complex issues to appropriate IT teams.
• Performing hardware and software repairs on desktop and laptop computers, including data backup and recovery.
• Managing incidents and service requests while meeting established SLA and performance expectations.
• Supporting the day-to-day maintenance, configuration, and lifecycle of PCs and other endpoint devices.
• Completing installs, moves, adds, and changes (IMAC), including hardware and software requests and device refreshes.
• Maintaining accurate IT asset and device information in accordance with established asset management processes.
• Documenting troubleshooting, resolutions, escalations, and status updates within the ITSM ticketing system.
• Reviewing endpoint devices for security compliance, including antivirus protection, patching, and data encryption.
• Providing technical guidance and training to employees on hardware, applications, processes, and other technology topics.
• Supporting after-hours and on-call technical needs as scheduled.

Skills

Desktop support

Customer service

Troubleshooting

Documentation

Communication

Incident management

On-call readiness

Education

Associate/Bachelor’s in CS/IS/related

High school diploma with IT experience

Tools

ITSM ticketing systems

Job description

RWJBarnabas Health is seeking a Field Services Analyst I to deliver hands-on IT support for employees, devices, and infrastructure across multiple sites. You will troubleshoot hardware, software, mobile devices, and basic networking while adhering to SLAs and maintaining asset records.

You’ll install, refresh, and configure endpoints, manage IMAC tasks, and document issues and resolutions in the ITSM system. A customer-focused mindset and flexible hours, including on-call, are required.