Lead Field Support Technician-Mount Auburn Hospital

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives. This position supports Mount Auburn Hospital. It is full-time, on-site work.

Responsible for delivering world class field support services across all BILH entities and its affiliates. Using the Information Technology Service Management suite provided, this Tier 2/3 in-person support position is responsible for all aspects of customer requests and incident management. This includes acting as an escalation point on tickets not resolved by the Service Desk and Field Support as well as logging, triaging, resolving, and timely follow up of service requests/incidents. The Lead Field Support Technician interacts with all levels of BILH colleagues and thus must have superior customer relations and communications skills. This individual must be highly skilled in both customer service and various information technology areas. On a day-to-day basis, the Lead Field Support Technician ensures proper operation and support of PC's, printers, peripherals, and mobile devices. This individual also supports all standard operating systems, software applications, and vendor devices. The position requires an attitude of constant learning, curiosity, helpful engagement with clients and colleagues, and being invested in the success of the group and its services. The ability to find answers from documented solutions and research technical issues to resolution is critical.

Job Description:

Primary Responsibilities:
1. Responsible for Level 2.5 or 3 support providing advanced support. Acts in a supervisory function as needed reviewing tickets, managing SLA's and fills in for the Supervisor/Manager as needed. Drives high customer satisfaction and ensures services align with BILH needs.

2. Exhibits competence, commitment and accountability to coordinate customer support issues and ensure timely response, positive outcomes and accurately identify when issues should be escalated to SME's and/or management. Also, acts as an SME for designated technologies.

3. Diagnose and resolve complex desktop and peripherals related to interoperability, OS security issues, system access, passwords, and authentication. Accurately responds to desktop issues related to profiles, group policies and local system configurations. Acts as an escalation point for Level 1 and 2 support and for Customer escalation issues.

4. Demonstrates an understanding of network-related activities and support, including but not limited to IP and DNS.

5. Maintain professional knowledge and skills by participating in training opportunities, in-service programs, vendor seminars, etc. to maintain the highest level of technical skills possible. Participates in cross-training, mentoring and training for senior staff. Acts as an escalation point for the Service Desk and Field Support.

6. Possess an understanding of BILH centric clinical and core applications with skill/ability to troubleshoot and resolve performance, access and interoperability issues. Perform assessments and diagnosis of problems using remote tools, with skill/ability to perform fixes and installations. Trains and helps onboard new team members.

7. Possess an expert understanding of best practices in regards to IT security in order to quickly identify potential business impacting vulnerabilities / threats.

8. Contributes and may lead the creation of processes and procedures for the Service Desk knowledge base. Will work closely with teams to develop standardized workflows.

9. Ensures accurate and timely updates to the ITSM ticketing system.

Required Qualifications:
1. High School diploma or GED required.
2. Certificate 1 A+ Certification required.
3. 5-8 years related work experience required in 5 plus years of Service Desk/Field/IT Support experience supporting a large enterprise of end users in a complex MS Windows / MS Office environment..
4. Expert Knowledge of various Operating systems (OS) including but not limited to Windows 10 and MAC OS. Knowledge of various mobile devices is required, including but not limited to: iOS and Android platforms is required. Knowledge of Network fundamentals.
5. Solid experience of Citrix Systems application. Solid experience with Microsoft infrastructure (Windows, Active Directory, Exchange, etc.). Solid experience of Microsoft O365 applications.
6. May produce complex documents, perform analysis, and maintain databases. Advanced Knowledge and experience with ITSM systems such as Service Now or Remedy
7. Advanced technical computer skills as required for technical support specific to functional area and related systems.

Preferred Qualifications:
1. Expert Knowledge of Dell, Apple, HP and Ricoh hardware.
2. Knowledge of Oracle PeopleSoft and Workday application.

Competencies:
1. Decision Making: Ability to make decisions that are guided by precedents, policies and objectives. Regularly makes decisions and recommendations on issues affecting a department or functional area.

2. Problem Solving: Ability to address problems that are highly varied, complex and often non-recurring, requiring staff input, innovative, creative, and Lean diagnostic techniques to resolve issues.

3. Independence of Action: Ability to set goals and determines how to accomplish defined results with some guidelines. Manager/Director provides broad guidance and overall direction.

4. Written Communications: Ability to summarize and communicate in English moderately complex information in varied written formats to internal and external customers.

5. Oral Communications: Ability to comprehend and communicate complex verbal information in English to medical center staff, patients, families and external customers.

6. Knowledge: Ability to demonstrate in-depth knowledge of concepts, practices and policies with the ability to use them in complex varied situations.

7. Team Work: Ability to act as a team leader for small projects or work groups, creating a collaborative and respectful team environment and improving workflows. Results may impact the operations of one or more departments.

8. Customer Service: Ability to provide a high level of customer service and staff training to meet customer service standards and expectations for the assigned unit(s). Resolves service issues in the assigned unit(s) in a timely and respectful manner.

Social/Environmental Requirements:
1. Work requires close attention to task for work to be accurately completed. Intermittent breaks during the work day do not compromise the work.

2. Work is varied every day and the employee needs to be adaptable to respond to these changes and use independent judgment and manage priorities.

3. No substantial exposure to adverse environmental conditions

4. Health Care Status: HCW 3: Regular provision of service in a patient care area. Examples: Unit coordinators, lead coordinator/supervisor, patient liaison, nutrition services, environmental services, registrars, information desks, security, etc- Health Care Worker Status may vary by department.

Pay Range:

$32.00 - $45.00

The pay range listed for this position is the base hourly wage range the organization reasonably and in good faith expects to pay for this position at this time. Actual compensation is determined based on several factors, that may include seniority, education, training, relevant experience, relevant certifications, geography of work location, job responsibilities, or other applicable factors permissible by law. Compensation may exceed the base hourly rate depending on shift differentials, call pay, premium pay, overtime pay, and other additional pay practices, as applicable to the position and in accordance with the law.

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) 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