IT Field Support Analyst

southshorehealth; Weymouth (MA); On-site; USD 38,000 - 51,000; Full time

Job summary

South Shore Health is seeking an IT Field Support Technician I to deliver on-site desktop support across the Weymouth health system. You will own field service requests, resolve desktop issues, and assist with moves/adds/changes as directed.

You will document work in the ticketing system and contribute to keeping CMDB and support docs up to date. Strong communication with end users and physicians is essential.

Qualifications

• Associate's degree or technical certification in computer science, Information Technology or other technical field preferred.
• Microsoft certification or experience preferred.
• 1-3 years of Desktop support experience.
• Healthcare setting experience preferred.

Responsibilities

• Provide first level on-site desktop support across SSHS locations.
• Resolve desktop break-fix issues and assist with moves/adds/changes.
• Document work and resolutions in the ticketing system in real time.
• Update support documents to improve team readiness.
• Escalate issues as needed and communicate with end users.

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 escal[e] issues that impact end users workflow. 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: