Field Services IT Support Analyst

Boston Medical Center, Corp.

Northern (KY)

Hybrid

USD 49,000 - 68,000

Full time

14 days+

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Benefits offered by this job

Medical benefits

Discretionary annual bonuses

Paid time off

Flexible Spending Accounts

401(k) match

Job summary

The Field Services Analyst at Boston Medical Center acts as the face of Information Technology, delivering front-line support for hardware and software to hospital staff and affiliated organizations. The role ensures environments meet user requirements and specifications while maintaining high customer service levels.

Daily duties include incident management, knowledge article creation, and hands-on troubleshooting across devices, networks, and applications.

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 computer technology preferred.
Health care IT experience preferred.
Experience using ticketing system to track incidents with ServiceNow knowledge preferred.
Certification in A+ strongly preferred.
ITIL Foundations certification strongly preferred.

Responsibilities

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