Field Services Lead - ITAM & Multi-Site Support

RWJBarnabas Health; West Orange (NJ); On-site; USD 48,000 - 68,000; Full time

Benefits offered by this job

PTO

Health insurance

Dental and Vision Insurance

Retirement Plans

Disability Insurance

Life & Accidental Death Insurance

Tuition Reimbursement

Wellness Programs

Pet Insurance Discounts

Job summary

RWJBarnabas Health is seeking a Field Services Analyst III to provide advanced technical support across multiple RWJBarnabas Health locations. The role blends hands-on field support with leadership, project coordination, and IT asset management responsibilities.

You will mentor junior analysts, drive complex troubleshooting, and help maintain asset lifecycle data in HAM Pro while coordinating site initiatives and moves.

Qualifications

• Associate’s degree in Computer Science, Information Systems, Business Administration, or related field; high school diploma with relevant work experience may be considered
• CompTIA A+ certification
• Strong endpoint, peripheral, application, and connectivity troubleshooting skills
• Experience with ServiceNow HAM Pro and IT Asset Management
• Experience leading small-to-medium technical projects or multi-user office moves

Responsibilities

• Serve as an escalation point for complex endpoint, application, 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 Network, Telecom, vendors and IT teams
• Provide advanced technical support across RWJBarnabas Health locations
• Coordinate IMAC, device refreshes, migrations, and multi-user moves
• Maintain accurate device and asset lifecycle data in ServiceNow HAM Pro
• Investigate IT asset discrepancies and support inventory reconciliation
• Coach Field Services team members on troubleshooting and escalation procedures
• Create and maintain technical documentation to improve first-contact resolution
• Lead site readiness, go-live support, upgrades, and space changes
• Lead or support small-to-medium technical projects with planning and stakeholder communication
• Identify opportunities to improve service delivery and operational performance

Skills

Endpoint troubleshooting

Connectivity troubleshooting

Customer service

Mentoring teammates

Multi-site project coordination

Education

Associate’s degree in Computer Science/Information Systems

Bachelor’s degree in Computer Science/Information Systems

Tools

ServiceNow HAM Pro

IT Asset Management tools

ITSM tools

Job description

RWJBarnabas Health is seeking a Field Services Analyst III to provide advanced technical support across multiple RWJBarnabas Health locations. The role blends hands-on field support with leadership, project coordination, and IT asset management responsibilities.

You will mentor junior analysts, drive complex troubleshooting, and help maintain asset lifecycle data in HAM Pro while coordinating site initiatives and moves.