Field Services Analyst II

Req #: 0000261643 Category: Information Technology and Systems / Clinical Informatics Status: Full-Time Shift: Day Facility: RWJBarnabas Health Corporate Services Department: IT&S Service Management Pay Range: $28.87 - $40.78 per hour Location: 95 Old Short Hills Road, West Orange, NJ 07052 Job Title: Field Services Analyst II Location: SBC Corporation Department Name: IT&S Service Management Req #: 0000261643 Status: Hourly Shift: Day Pay Range: $28.87 - $40.78 per hour Pay Transparency The above reflects the anticipated hourly wage range for this position if hired to work in New Jersey. The compensation offered to the candidate selected for the position will depend on several factors, including the candidate's educational background, skills and professional experience. The Field Services Analyst II provides hands-on technical support for RWJBarnabas Health customers, endpoint technology, and IT infrastructure across multiple locations. This position supports hardware, software, mobile devices, connectivity, conference room technology, and customer productivity applications while delivering a high level of customer service. The Field Services Analyst II also supports the IT Asset Management (ITAM) program by following established hardware lifecycle processes and maintaining accurate asset information within ServiceNow HAM Pro. As a Field Services Analyst II, a typical day may include: Providing technical support for computer hardware, software, mobile devices, telecom, networking, Windows 11, and Microsoft 365Troubleshooting laptops, PCs, thin clients, Apple devices, printers, scanners, signature pads, payment devices, and Ergotron WOW cartsTroubleshooting basic wired and wireless connectivity, including IP configuration, Wi-Fi, DNS, and DHCP issuesGathering troubleshooting details and coordinating escalations with Network, Telecom, internal IT teams, and vendorsSupporting conference room AV technology, presentations, meetings, and VIP users as assignedProviding onsite Field Services support at assigned locations and other RWJBarnabas Health sites as neededCoordinating and supporting office and department moves, system upgrades, go-lives, and site initiativesManaging incidents and service requests through the ITSM system while meeting documentation and service-level expectationsSupporting hardware requests, deployments, moves, reclamations, and retirements through established ITAM processesMaintaining accurate hardware asset records within ServiceNow HAM Pro and assisting with inventories and auditsUsing endpoint management and security tools for troubleshooting, software deployment, patching, compliance, and device securityProviding customer education and guidance while identifying recurring issues and opportunities for improvement This Role Might Be For You If You have hands-on desktop or Field Services support experience and enjoy troubleshooting technology directly with customersYou are comfortable supporting Windows 11, Microsoft 365, Apple devices, endpoints, and peripheralsYou understand basic wired and wireless network troubleshooting and know when to escalate to Network or Telecom teamsYou have experience working with an ITSM platform and documenting incidents and service requestsYou have experience with or an interest in IT Asset Management and ServiceNow HAM ProYou can coordinate technology needs for office moves, upgrades, go-lives, and smaller projectsYou enjoy working onsite with customers and traveling between locations when needed To Be Considered for the Field Services Analyst II position, you must have: Associate’s degree in Computer Science, Information Systems, Business Administration, or related field; relevant work experience with a high school diploma may be considered in lieu of a degreeCompTIA A+ certificationValid NJ driver’s license, reliable transportation, and ability to travel between RWJBarnabas Health locationsGeneral desktop and customer support knowledgeWorking knowledge of wired and wireless troubleshooting, including IP configuration, Wi-Fi connectivity, DNS, and DHCPExperience supporting PCs, laptops, thin clients, Apple devices, printers, scanners, signature pads, payment devices, and related endpoint technologyAbility to document troubleshooting and effectively escalate issues to Network, Telecom, vendors, or other IT teamsAbility to coordinate tasks for office or department moves and small projectsStrong customer service, communication, organization, and problem-solving skills Preferred Qualifications Bachelor’s degree in Computer Science, Information Systems, Business Administration, or related field2 to 3 years of desktop or Field Services support experience within a large organizationHealthcare IT experienceServiceNow HAM Pro or IT Asset Management experienceExperience with Windows 11 and Microsoft 365 supportExperience supporting conference room AV and VIP usersExperience supporting go-lives, device refreshes, system upgrades, or office movesMicrosoft, HDI, ITIL, or other entry-level industry certification Why You'll Love Working With Us At RWJBarnabas Health, our market-competitive Total Rewards package provides comprehensive benefits and resources to support our employees’ physical, emotional, social, and financial health. Paid Time Off (PTO)Medical and Prescription Drug InsuranceDental and Vision InsuranceRetirement PlansShort & Long Term DisabilityLife & Accidental Death InsuranceTuition ReimbursementHealth Care/Dependent Care Flexible Spending AccountsWellness ProgramsVoluntary Benefits (e.g., Pet Insurance)Discounts Through our Partners such as NJ Devils, NJ PAC, Verizon, and more! Choosing RWJBarnabas Health! RWJBarnabas Health is the premier health care destination providing patient-centered, high-quality academic medicine in a compassionate and equitable manner, while delivering a best-in-class work experience to every member of the team. We honor and appreciate the privilege of creating and sustaining healthier communities, one person and one community at a time. As the leading academic health system in New Jersey, we advance innovative strategies in high-quality patient care, education, and research to address both the clinical and social determinants of health. RWJBarnabas Health aims to truly make a unique impact in local communities throughout New Jersey. From vastly improving the health of local residents to creating educational and career opportunities, this combination greatly benefits the state. We understand the growing and evolving needs of residents in New Jersey, whether that be enhancing the coordination for treating complex health conditions or improving community health through local programs and education. Equal Opportunity Employer RWJBarnabas Health is an Equal Opportunity Employer