Field Services Analyst I

Pay

The anticipated hourly wage range for this position in New Jersey is $26.66 – $37.05 per hour. Compensation will depend on education, skills, and professional experience.

Schedule

Day shift with variable working hours based on site coverage needs. The role includes on‑call and after‑hours support approximately 1–2 times per month.

Location

95 Old Short Hills Road, West Orange, NJ 07052.

Responsibilities

• Troubleshoot and resolve desktop, laptop, software, mobile device, telecommunications, and basic network issues.
• Provide hands‑on technical support for employees and escalate complex issues to appropriate IT teams.
• Perform hardware and software repairs on desktop and laptop computers, including data backup and recovery.
• Manage incidents and service requests while meeting established SLA and performance expectations.
• Support day‑to‑day maintenance, configuration, and lifecycle of PCs and other endpoint devices.
• Complete installs, moves, adds, and changes (IMAC), including hardware and software requests and device refreshes.
• Maintain accurate IT asset and device information in accordance with asset‑management processes.
• Document troubleshooting, resolutions, escalations, and status updates within the ITSM ticketing system.
• Review endpoint devices for security compliance, including antivirus protection, patching, and data encryption.
• Provide technical guidance and training to employees on hardware, applications, processes, and other technology topics.
• Support 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 experience may be considered).
• 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 steps, and resolutions.
• Valid New Jersey driver’s license.
• Willingness to work variable hours based on site coverage needs.
• Availability for on‑call and after‑hours support approximately 1–2 times per month.

Preferred Qualifications

• Experience providing desktop, field services, or end‑user IT support.
• Healthcare IT experience.
• Experience with ITSM ticketing systems and incident/request management.
• Experience with IMAC processes, device refreshes, and IT asset management.
• Experience troubleshooting and repairing desktop and laptop hardware.
• Knowledge of endpoint security, antivirus, patch management, and data encryption.
• CompTIA A+ certification.

Benefits

• Comprehensive Total Rewards package.
• Paid Time Off (PTO).
• Medical and prescription drug insurance.
• Dental and vision insurance.
• Retirement plans.
• Short‑ and long‑term disability coverage.
• Life and accidental death insurance.
• Tuition reimbursement.
• Health care/dependent care flexible spending accounts.
• Wellness programs.
• Voluntary benefits (e.g., pet insurance).
• Discounts through partners such as NJ Devils, NJ PAC, Verizon, and more.