Field Services Analyst II
RWJBarnabas Health
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Benefits offered by this job
Job summary
RWJBarnabas Health is seeking a Field Services Analyst II to deliver hands-on desktop and field support across multiple sites in New Jersey. This full-time role covers hardware, software, mobile devices, AV, and basic network troubleshooting while coordinating with IT teams and vendors.
The role requires on-site presence, documentation in ITSM, and asset management in ServiceNow HAM Pro, with occasional travel between RWJBarnabas Health locations.
Qualifications
- Associate's degree or equivalent related work experience.
- CompTIA A+ certification is required.
- Valid NJ driver's license and ability to travel between RWJBarnabas Health locations.
- Experience with Windows 11, Microsoft 365, and endpoint hardware.
- Ability to document troubleshooting and escalate issues to IT teams.
Responsibilities
- Provide hardware, software, mobile device, telecom, networking, and Windows 11 support.
- Troubleshoot PCs, laptops, Apple devices, printers, and other endpoint devices.
- Coordinate escalations with Network, Telecom, and vendor teams.
- Support AV equipment and conference room tech for presentations and VIP users.
- Maintain asset records in ServiceNow HAM Pro and assist with audits.
- Manage incidents and service requests in the ITSM system, meeting SLAs.
Skills
Education
Tools
Job description
Field Services Analyst II
Req #: 0000261643
Category: Information Technology and Systems / Clinical Informatics
Status: Full-Time
Shift: Day
Facility: RWJBarnabas Health Corporate Services
Department: IT&S Service Management
Pay Range: $28.87 - $40.78 per hour
Location: 95 Old Short Hills Road, West Orange, NJ 07052
Location: SBC Corporation
Department Name: IT&S Service Management
Pay Range: $28.87 - $40.78 per hour
The above reflects the anticipated hourly wage range for this position if hired to work in New Jersey.
The compensation offered to the candidate selected for the position will depend on several factors, including the candidate's educational background, skills and professional experience.
- Providing technical support for computer hardware, software, mobile devices, telecom, networking, Windows 11, and Microsoft 365
- Troubleshooting laptops, PCs, thin clients, Apple devices, printers, scanners, signature pads, payment devices, and Ergotron WOW carts
- Troubleshooting basic wired and wireless connectivity, including IP configuration, Wi-Fi, DNS, and DHCP issues
- Gathering troubleshooting details and coordinating escalations with Network, Telecom, internal IT teams, and vendors
- Supporting conference room AV technology, presentations, meetings, and VIP users as assigned
- Providing onsite Field Services support at assigned locations and other RWJBarnabas Health sites as needed
- Coordinating and supporting office and department moves, system upgrades, go-lives, and site initiatives
- Managing incidents and service requests through the ITSM system while meeting documentation and service-level expectations
- Supporting hardware requests, deployments, moves, reclamations, and retirements through established ITAM processes
- Maintaining accurate hardware asset records within ServiceNow HAM Pro and assisting with inventories and audits
- Using endpoint management and security tools for troubleshooting, software deployment, patching, compliance, and device security
- Providing customer education and guidance while identifying recurring issues and opportunities for improvement
- You have hands‑on desktop or Field Services support experience and enjoy troubleshooting technology directly with customers
- You are comfortable supporting Windows 11, Microsoft 365, Apple devices, endpoints, and peripherals
- You understand basic wired and wireless network troubleshooting and know when to elevate to Network or Telecom teams
- You have experience working with an ITSM platform and documenting incidents and service requests
- You have experience with or an interest in IT Asset Management and ServiceNow HAM Pro
- You can coordinate technology needs for office moves, upgrades, go-lives, and smaller projects
- You enjoy working onsite with customers and traveling between locations when needed
- Associate's degree in Computer Science, Information Systems, Business Administration, or related field; relevant work experience with a high school diploma may be considered in lieu of a degree
- CompTIA A+ certification
- Valid NJ driver's license, reliable transportation, and ability to travel between RWJBarnabas Health locations
- General desktop and customer support knowledge
- Working knowledge of wired and wireless troubleshooting, including IP configuration, Wi-Fi connectivity, DNS, and DHCP
- Experience supporting PCs, laptops, thin clients, Apple devices, printers, scanners, signature pads, payment devices, and related endpoint technology
- Ability to document troubleshooting and effectively elevate issues to Network, Telecom, vendors, or other IT teams
- Ability to coordinate tasks for office or department moves and small projects
- Strong customer service, communication, organization, and problem‑solving skills
- Bachelor's degree in Computer Science, Information Systems, Business Administration, or related field
- 2 to 3 years of desktop or Field Services support experience within a large organization
- Healthcare IT experience
- ServiceNow HAM Pro or IT Asset Management experience
- Experience with Windows 11 and Microsoft 365 support
- Experience supporting conference room AV and VIP users
- Experience supporting go-lives, device refreshes, system upgrades, or office moves
- Microsoft, HDI, ITIL, or other entry-level industry certification
At RWJBarnabas Health, our market‑competitive Total Rewards package provides comprehensive benefits and resources to support our employees' physical, emotional, social, and financial health.
- 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!
RWJBarnabas Health is the premier health care destination providing patient-centered, high-quality academic medicine in a compassionate and equitable manner, while delivering a best-in-class work experience to every member of the team. We honor and appreciate the privilege of creating and sustaining healthier communities, one person and one community at a time. As the leading academic health system in New Jersey, we advance innovative strategies in high-quality patient care, education, and research to address both the clinical and social determinants of health.
RWJBarnabas Health aims to truly make a unique impact in local communities throughout New Jersey. From vastly improving the health of local residents to creating educational and career opportunities, this combination greatly benefits the state. We understand the growing and evolving needs of residents in New Jersey, whether that be enhancing the coordination for treating complex health conditions or improving community health through local programs and education.
Equal Opportunity Employer
RWJBarnabas Health is an Equal Opportunity Employer
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