Field Support Tech

When you join the growing BILH team, you’re not just taking a job, you’re making a difference in people’s lives.

Job Description:

Duties/Responsibilities:

• Respond to all user requests for assistance whether through telephone calls, service tickets or personal requests in a timely, professional and courteous manner. Includes simple audio-visual, mobile devices and telephone and information technology-related requests.
• Install computers, printers and related hardware according to prescribed departmental standards. Deploy software following departmental standards.
• Provide technical support for computer hardware, software, and peripherals -- assist in maintaining the stability of LAN/WAN connections and network functionality.
• Perform root-cause analysis as required and develop documentation to support standard procedures and problem-solving techniques.
• Develop and maintain a personal knowledge database to enhance the quality and consistency of problem resolution. Share knowledge acquired with peers as appropriate for benefit of customers and the Department.
• Participate in the execution and completion of assigned hospital projects following established project management principles and plans.
• Accountable for consistently delivering excellent customer service, while striving to exceed standard levels of service and support.
• Coordinate issue resolution efforts with other IT specialists and analysts to quickly resolve incidents demonstrating optimal customer service at all times.
• Provide night/weekend on-call and on-site coverage on a rotating schedule.
• Ability to work after hours and weekends as needed.
• Ability to travel to offsite locations on an as needed basis.
• Perform other duties as assigned.

Education/Experience Required:

• 2 to 4 years experience in any role which is customer service focused.
• Experience in a healthcare environment is preferred.
• 2 to 4 years hands on experience in installation, repair and troubleshooting of PCs, printers, and network devices.
• Experience in supporting virtual environments such as Citrix and VMWare.
• Experience supporting Smartphones, such as iPhones and iPads.
• Must possess a Valid Massachusetts Driver's License and reliable vehicle.
• BS Degree in Computer Science, or equivalent technical experience.

Registration/Certification:

• A+ certification or Microsoft Certification required, MCTS.

Physical/Environmental Requirements:

This job requires frequent bending, carrying, pulling, pushing, reaching, standing, stooping, walking and lifting over 10 lbs. There will be occasional need for climbing stairs, lifting in excess of 50 – 100 lbs and sitting. Constant use of hearing, sight and speech. Frequent use of smell and touch. Frequent keyboard and telephone use. Constant concentration and problem solving.

As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) and COVID-19 as a condition of employment.

More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients' lives. Your skill and compassion can make us even stronger.

Equal Opportunity Employer/Veterans/Disabled