Field Services Analyst I

About the role

The Field Services Analyst I provides hands-on technical support for RWJBarnabas Health employees, endpoint devices, and technology infrastructure. This position troubleshoots and resolves hardware, software, mobile device, telecommunications, and basic networking issues while delivering timely and professional customer service. The Field Services Analyst I manages incidents and service requests through the IT service management process, supports device installations and refreshes, maintains accurate asset information, and provides onsite technical support across assigned RWJBarnabas Health locations.

Responsibilities

• Troubleshooting and resolving desktop, laptop, software, mobile device, telecommunications, and basic network issues
• Providing hands-on technical support for employees and escalating complex issues to appropriate IT teams when needed
• Performing hardware and software repairs on desktop and laptop computers, including data backup and recovery
• Managing incidents and service requests while meeting established SLA and performance expectations
• Supporting the day-to-day maintenance, configuration, and lifecycle of PCs and other endpoint devices
• Completing installs, moves, adds, and changes (IMAC), including hardware and software requests and device refreshes
• Maintaining accurate IT asset and device information in accordance with established asset management processes
• Documenting troubleshooting, resolutions, escalations, and status updates within the ITSM ticketing system
• Reviewing endpoint devices for security compliance, including antivirus protection, patching, and data encryption
• Providing technical guidance and training to employees on hardware, applications, processes, and other technology topics
• Supporting after-hours and on-call technical needs as scheduled

Requirements

• Associate’s or bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field
• High school diploma with relevant IT work experience may be considered in lieu of a degree
• Knowledge of desktop and end-user technical support
• Ability to troubleshoot computer hardware, software, mobile devices, telecommunications, and basic networking issues
• Strong customer service, communication, organization, and problem-solving skills
• Ability to manage incidents and service requests while meeting established SLA requirements
• Ability to accurately document technical issues, troubleshooting, and resolutions
• Valid New Jersey driver’s