Healthcare IT Field Services Analyst - End-User Support Pro

Boston Medical Center; Boston (MA); On-site; USD 49,000 - 68,000; Full time

Job summary

Boston Medical Center is seeking a Field Services Analyst to provide front-line IT support for hardware and software across the organization and affiliated entities. You will implement, support, and enhance the client computing environment, ensuring solutions meet user needs and service levels.

You will interact with end users, document issues, assist in training, and participate in multi-site projects with a strong emphasis on customer service and timely resolutions.

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 IT or equivalent field preferred; healthcare IT experience preferred.
• A+ certification and ITIL Foundations preferred.

Responsibilities

• Provide reliable and standards-based solutions to user problems.
• Monitor work queue and address incidents and requests.
• Maintain accurate documentation for devices.
• Create, review, and update Knowledge articles for the team.
• Document each customer interaction and steps toward resolution.
• Communicate status of open tickets to end users.
• Maintain knowledge of IT and healthcare trends.
• Install, upgrade, and configure network printing, directory structures, rights, security, software, and file services.
• Troubleshoot software/hardware to diagnose problems.
• Make field visits to resolve issues.
• Escalate issues to on-call resources as per procedures.
• Share technical knowledge with Tier 1 colleagues.
• Attend training sessions and assist in workshops.
• Participate in team projects and evaluate new technology.

Skills

Customer service

Communication

Problem solving

PC & mobile computing

Verbal instructions

Cisco

ServiceNow

Active Directory

Microsoft Exchange

DameWare

CITRIX

VMware

SCCM

Windows AD

MS Exchange

VPN

VDI

Networking basics

Education

Bachelor's degree in IT

Health care IT experience preferred

Tools

ServiceNow

DameWare

CITRIX

VMware

SCCM

Active Directory

Microsoft Exchange

Job description

Boston Medical Center is seeking a Field Services Analyst to provide front-line IT support for hardware and software across the organization and affiliated entities. You will implement, support, and enhance the client computing environment, ensuring solutions meet user needs and service levels.

You will interact with end users, document issues, assist in training, and participate in multi-site projects with a strong emphasis on customer service and timely resolutions.