IT Field Support Analyst

South Shore Health System; United States; On-site; USD 38,000 - 51,000; Full time

Job summary

South Shore Health System in Weymouth, MA, is seeking an IT Field Support Technician I to deliver on-site desktop support across the health system. You will own and close on-site requests, resolve break/fix issues, and assist with moves, adds, and changes, documenting work in real time.

The role requires 1–3 years of desktop support experience, familiarity with Windows-based environments, and the ability to communicate with clinicians and leaders to gather information for issue resolution.

Qualifications

• 1–3 years of desktop support experience.
• Experience supporting enterprise desktop environments in a healthcare setting is preferred.
• Ability to communicate with end users (nurses, physicians, executives) to resolve issues.
• Willingness to travel between SSHS sites and participate in on-call coverage.

Responsibilities

• Provide first level on-site desktop support across the health system.
• Resolve desktop break/fix issues and assist with moves, adds and changes.
• Document all work and resolutions in the ticketing system in real time.
• Update support documents to improve team readiness.

Skills

Desktop support

Mobile device support

End-user communication

On-site troubleshooting

Education

Associate degree or technical certification

Microsoft certification preferred

Tools

Windows 11

Dell/HP/Lenovo hardware

Printers and mobile devices

Job description

Requisition Number: R-23424 Facility: LOC0007 - 65 Columbian Building65 Columbian Street Weymouth, MA 02190 Department Name: SHS IT Field Support Status: Full time Budgeted Hours: 40 Shift: 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 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 escalation 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 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 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 7:30am - 4pm
• Responsibilities if Required: Education if Required: License/Registration/Certification Requirements:

South Shore Health is a not-for-profit, charitable health system offering primary and specialty care, hospital care, home health and community care, emergency and urgent care, and preventative and wellness services. We are the largest independent health system in Southeast Massachusetts.

South Shore Health brings together like-minded people who work “As One” toward a common goal of providing exceptional care the people of our region deserve.

We unite top-caliber talent, technology, and service with the wishes and personal needs of patients and their families to develop individualized treatment plans.