Field Services Analyst III
RWJBarnabas Health
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Benefits offered by this job
Job summary
RWJBarnabas Health is seeking a Field Services Analyst III to deliver advanced field support across multiple locations. You will mentor junior analysts, lead complex troubleshooting, and manage IT assets within ServiceNow HAM Pro.
The role combines hands-on IT service delivery with project coordination and site initiatives. Ideal candidates have strong endpoint and connectivity skills, experience with ServiceNow ITSM/ITAM, and a track record of coordinating multi-site moves and upgrades.
Qualifications
- Associate's degree in Computer Science, Information Systems, Business Administration, or related field; relevant work experience may be considered in lieu of a degree.
- CompTIA A+ certification is required.
- Valid NJ driver's license and ability to travel between RWJBarnabas Health locations.
- Advanced endpoint, peripheral, application, and connectivity troubleshooting skills.
- Experience with ITSM incident, request, and problem management processes.
Responsibilities
- Serve as escalation point for complex endpoint, peripheral, conference room AV, and connectivity issues.
- Troubleshoot laptops, PCs, thin clients, Apple devices, printers, scanners, and related devices.
- Lead wired and wireless connectivity triage and coordinate with IT teams and vendors.
- Provide advanced technical support across RWJBarnabas Health locations.
- Coordinate IMAC, device refreshes, migrations, and multi-user moves.
- Maintain accurate asset lifecycle data in ServiceNow HAM Pro.
- Coach Field Services staff on troubleshooting, customer service, ITAM processes, and escalation.
- Create and maintain technical documentation to improve first-contact resolution.
- Lead site readiness, go-live support, upgrades, and technology-related space changes.
- Manage small-to-medium technical projects with planning and stakeholder communication.
- Identify opportunities to improve service delivery and operational performance.
Skills
Education
Tools
Job description
- Job Title: Field Services Analyst III
- Location: SBC Corporation
- Facility: RWJBarnabas Health Corporate Services
- Department Name: IT&S Service Management
- Req #: 0000261645
- Status: Hourly
- Status: Full-Time
- Shift: Day
- Pay Range: $34.93 - $49.34 per hour
- Pay Transparency: 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.
- Location: 95 Old Short Hills Road, West Orange, NJ 07052
The Field Services Analyst III provides advanced technical support across multiple RWJBarnabas Health locations and serves as an escalation resource for complex endpoint, application, peripheral, AV, and connectivity issues.
This position combines hands‑on field support with technical leadership, project coordination, and IT Asset Management (ITAM). The Field Services Analyst III mentors junior analysts, leads complex troubleshooting and site initiatives, and helps maintain accurate asset lifecycle data within ServiceNow HAM Pro.
- Serving as an escalation point for complex endpoint, application, peripheral, conference room AV, and connectivity issues
- Troubleshooting laptops, PCs, thin clients, Apple devices, printers, scanners, signature pads, payment devices, and Ergotron WOW carts
- Leading wired and wireless connectivity triage and partnering with Network, Telecom, vendors, and other IT teams to resolve complex issues
- Providing advanced technical support across multiple RWJBarnabas Health locations
- Performing and coordinating IMAC, device refreshes, migrations, and multi-user or departmental moves
- Maintaining accurate device and asset lifecycle information within ServiceNow HAM Pro
- Investigating IT asset discrepancies and supporting inventory reconciliation and corrective actions
- Coaching Field Services team members on troubleshooting, customer service, ITAM processes, ticket quality, and escalation procedures
- Creating and maintaining technical documentation and knowledge materials to improve first-contact resolution
- Leading site readiness, go‑live support, upgrades, renovations, construction projects, and technology‑related space changes
- Leading or supporting small‑to‑medium technical projects, including planning, scheduling, issue tracking, and stakeholder communication
- Identifying opportunities to improve service delivery, preventative maintenance, workflows, and operational performance
- You are an experienced Field Services or Desktop Support professional who enjoys solving complex technical problems
- You are comfortable serving as the escalation point for high‑impact technical issues
- You have strong endpoint, peripheral, wired, and wireless troubleshooting skills
- You have experience with ServiceNow, ITSM, ITAM, or HAM Pro
- You enjoy mentoring other technical support professionals without needing formal management responsibility
- You can coordinate multi‑site projects, office moves, device migrations, and go‑live activities
- You communicate effectively with customers, leadership, vendors, Network, Telecom, and other IT teams
- 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
- Advanced endpoint, peripheral, application, and connectivity troubleshooting skills
- Strong wired and wireless connectivity troubleshooting and root‑cause analysis skills
- Experience supporting PCs, laptops, thin clients, Apple devices, printers, scanners, signature pads, payment devices, and related endpoint technology
- Proficiency with ITSM incident, request, and problem management processes
- Experience working with SLAs, operational metrics, and technical documentation
- Experience leading small‑to‑medium technical projects or multi‑user office/department moves
- Ability to mentor and provide technical guidance to other Field Services analysts
- Bachelor's degree in Computer Science, Information Systems, Business Administration, or related field
- 4 to 6+ years of desktop or field support experience in a large, multi‑site environment
- ServiceNow HAM Pro and IT Asset Management experience
- Experience coordinating with vendors, Network, and Telecom teams
- Microsoft, HDI, ITIL, Network+, Security+, or device management platform training or certifications
- Experience supporting healthcare technology environments
- Experience with site readiness, go‑lives, technology refreshes, migrations, renovations, or construction projects
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.
RWJBarnabas Health is an Equal Opportunity Employer
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