Field Support Technician - Perdiem-1

South Shore Health; Weymouth (MA); On-site; USD 37,000 - 51,000; Part time

Job summary

South Shore Health is seeking an IT Field Support Technician I to provide first-level on-site desktop support across the health system in Weymouth, MA. The role covers software/hardware troubleshooting, moves/adds/changes, and real-time ticket documentation.

The position requires 1–3 years of desktop support experience in a healthcare setting, with a focus on Windows platforms and multiple device types. Travel between SSHS sites and on-call coverage are expected.

Qualifications

• Associate degree or technical certification in IT preferred.
• Microsoft certification or equivalent experience preferred.
• 1–3 years of desktop support experience.
• Healthcare environment experience preferred.
• Proven skills supporting desktop and mobile platforms.
• Experience with Windows 7/10 operating systems.
• Experience with Dell/HP/Lenovo hardware and printers.
• Strong communication with end users including clinicians and executives.
• Willingness to participate in on-call coverage and local travel between SSHS sites.

Responsibilities

• Work with Manager or Lead Analyst to complete daily Field Support tasks.
• Escalate problems promptly when required.
• Monitor desktop support queue and own issues to closure.
• Stay current with industry tools and standards for desktop support.
• Coordinate IT equipment orders and spares when needed.
• Support moves, adds, and changes as directed.
• Keep CMDB inventory up to date for deployed or retired equipment.
• Respond to inquiries from colleagues and IS Leadership.
• Aim to reduce open ticket volumes.
• Complete tasks in a timely manner.

Skills

Desktop support

Enterprise environments

Healthcare IT

Mobile devices

Windows 7/10

Education

Associate degree or technical certification

Microsoft certification (preferred)

Tools

Dell hardware

HP hardware

Lenovo hardware

Printers

Job description

Requisition Number:

R-23302

Facility:

LOC0007 - 65 Columbian Building65 Columbian StreetWeymouth, MA 02190

Department Name:

SHS IT Field Support

Status:

Part time

Budgeted Hours:

0

Shift:

Varied Shifts (United States of America)

The IT Field Support Technician I position reports to the Manager of IT Field Support Services and is responsible for providing first level on site desktop support throughout the health system. Responsibilities include taking ownership of on-site desktop support requests at one of the health systems locations and working them to closure. Resolving desktop break fix issues and assisting on, or conducting moves, adds and changes as directed. The IT Field Support Technician I will fully document all work done and resolutions real time in the health systems ticketing system. When appropriate create or update support documents to better prepare the team on support issues. The IT Field Support Technician I should have the ability to assess onsite service requests and resolve or elevate issues that impact end users work flow. The IT Field Support Technician I should be able to clearly demonstrate knowledge of desktop hardware and software support tools and technologies.

Compensation Pay Range:

$27.78 - $37.38

ESSENTIAL FUNCTIONS

• Work with Manager of IT Field Support Services or Lead Analyst to complete scheduled daily work assignments within the Field Support team.
• Determine and escalates the problems or issues when required in a timely manner.
• Monitor field service desktop support queue taking ownership of problems and work requests till closure.
• Keep current on industry support tools and standards that are in alignment with Desktop support functions.
• Communicate the need for ordering IT equipment and appropriate spares where applicable.
• Participate in, and support moves, adds and Changes as directed.
• Ensure that the CMDB inventory database is current at all times when equipment is removed from stock, deployed or retired for all work conducted.
• Respond to inquiries from colleagues, and IS Leadership in a timely manner.
• Drive down open ticket volumes.
• Complete assigned tasks in a timely manner.

JOB REQUIREMENTS

Minimum Education – Preferred

Associate’s degree or technical certification in computer science, Information Technology or other technical field preferred.

Microsoft certification or experience preferred.

Minimum Work Experience

1-3 years of Desktop support experience.

Demonstrated experience supporting enterprise desktop environments and related infrastructure in a Healthcare setting.

Required additional Knowledge and Abilities

Proven skills in the support of various desktop and mobile device platforms.

Experience with support and maintenance of Windows-based desktop operating systems (Windows 7/10)

Support skills with various desktop hardware equipment (Dell, HP, Lenovo), printers, mobile devices / smartphones (Apple and Android based)

Ability to effectively communicate with end users, (nurses, physicians, and other executives) to extract pertinent information needed to resolve issues.

Flexible team player with ability to complete tasks as assigned.

Willingness to continue technical and professional development in line with Desktop Support functions

Personal transportation for local travel between SSHS sites.

Participate in on-call coverage as assigned.

Ability to modify work schedule as business requirements change.

M-F some Holiday/weekends

Responsibilities if Required:

Education if Required:

License/Registration/Certification Requirements: