IT Field Support Analyst

South Shore Health System; South Weymouth (MA); On-site; USD 58,000 - 78,000; Full time

Job summary

South Shore Health System is seeking an IT Field Support Technician I to deliver on-site desktop support across the health system. You will handle desktop break/fix issues, assist with moves, adds and changes, and document resolutions in real time to keep the CMDB current.

The role requires strong end-user communication, familiarity with Windows 11 and multiple device platforms, and a willingness to travel between SSHS sites. A technical degree or cert and 1–3 years of experience are preferred.

Qualifications

• Associate’s degree or technical certification in computer science, Information Technology or related field preferred.
• Microsoft certification or equivalent experience preferred.

Responsibilities

• Provide first level on-site desktop support across SSHS locations.
• Resolve desktop issues and assist with moves, adds and changes as directed.
• Document all work and resolutions in the ticketing system in real time.
• Escalate issues as needed to minimize end-user downtime.

Skills

Desktop support

Windows 11

Hardware troubleshooting

Communication with end users

Team player

Education

Associate degree or technical certification in IT

Microsoft certification

Tools

CMDB

Ticketing system

Job description

If you are an existing employee of South Shore Health then please apply through the internal career site.Requisition Number:R-23737Facility:LOC0007 - 65 Columbian Building65 Columbian StreetWeymouth, MA 02190Department Name:SHS IT Field SupportStatus:Full timeBudgeted Hours:40Shift:Day (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 escalate 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 - $37.38ESSENTIAL 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 escalate 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 REQUIREMENTSMinimum Education - PreferredAssociate’s degree or technical certification in computer science, Information Technology or other technical field preferred.Microsoft certification or experience preferred.Minimum Work Experience1-3 years of Desktop support experience.Demonstrated experience supporting enterprise desktop environments and related infrastructure in a Healthcare setting.Required additional Knowledge and AbilitiesProven skills in the support of various desktop and mobile device platforms.Experience with support and maintenance of Windows-based desktop operating systems (Windows 11)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 functionsPersonal 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 9am-5:30pmResponsibilities if Required:Education if Required:License/Registration/Certification Requirements: