Field Services Analyst III

About the role

The Field Service Analyst provides advanced desktop and technical support to the RWJBarnabas Health end-user community while maintaining a high level of customer service and satisfaction. This role supports the implementation and ongoing needs of IT Service Management Field Services and serves as a resource to other Field Service Analysts through coaching, mentoring, training, and technical guidance. The Field Service Analyst works closely with Field Service leadership and System IT&S Site Directors to support reliable technology operations, evaluate key performance indicators, assist with projects and initiatives, and ensure our teams and customers receive responsive, effective technical support.

Responsibilities

• Providing desktop and technical support to end users across RWJBarnabas Health.
• Troubleshooting and resolving hardware, software, mobile device, telecommunications, and networking issues, escalating when necessary.
• Performing advanced hardware repair procedures on desktop and laptop computers.
• Supporting the day-to-day maintenance and health of PCs and related technology.
• Assisting the Field Service Manager with collecting, monitoring, and analyzing key performance indicator (KPI) data.
• Supporting asset management and software license management activities.
• Assisting with the ongoing assessment and upgrading of PCs, including researching and evaluating hardware and software solutions.
• Coaching, mentoring, and providing technical guidance to Field Service Analysts.
• Providing training and onboarding support for newly hired Field Service Analysts.
• Training staff and customers on technology topics, hardware configurations, processes, database maintenance, and applications.
• Leading and managing assigned tasks and projects.
• Participating in architecture assessments and technology initiatives.
• Maintaining current technical, policy, process, and procedure documentation.
• Supporting the security and health of network and hardware environments, including antivirus protection, patch management, and data encryption.
• Staying informed of current technology trends, tools, and best practices.
• Working closely with the Field Service Manager and System IT&S Site Director to maintain a high level of customer satisfaction through communication, prioritization, and appropriate escalation.
• Providing off-hours support as needed.
• Performing additional duties and responsibilities as requested by management.

This Role Might Be For You If

• You enjoy solving complex technical problems while providing an excellent customer experience.
• You are comfortable troubleshooting a variety of hardware, software, mobile device, telecommunications, and networking issues.
• You can balance hands-on technical support with project responsibilities, documentation, and performance monitoring.
• You enjoy coaching and mentoring other technical professionals and helping newer team members develop their skills.
• You are comfortable taking ownership of assignments and leading tasks or projects through completion.
• You can communicate effectively with technical teams, leadership, and end users at varying levels of technical knowledge.
• You are organized, responsive, and able to prioritize multiple technical issues and requests in a large organization.
• You are interested in keeping up with evolving technologies and applying new knowledge to improve IT support services.

Requirements

• At least 2–3 years of experience supporting a large organization in a desktop support role.
• Experience working within a healthcare environment.
• Knowledge of desktop and laptop hardware, software, mobile devices, telecommunications, and basic networking.
• Experience troubleshooting, resolving, and escalating technical issues.
• Ability to transport information systems-related equipment.
• Ability to lift 40+ pounds of technical equipment.
• Ability and willingness to travel throughout RWJBarnabas Health locations in New Jersey.
• Ability to provide off-hours support as required.

Preferred Qualifications

• Bachelor's degree.
• Relevant industry certifications.
• Experience with asset management and software license management.
• Experience coaching, mentoring, or training technical support staff.
• Experience supporting technical projects and evaluating operational or service-related KPIs.

Pay

$35.00 - $46.63 per hour (anticipated hourly wage range for New Jersey; actual compensation depends on education, skills, and professional experience).

Schedule

Full-Time, Day shift.

Benefits

• Paid Time Off (PTO)
• Medical and Prescription Drug Insurance
• Dental and Vision Insurance
• Retirement Plans
• Short & Long Term Disability
• Life & Accidental Death Insurance
• Tuition Reimbursement
• Health Care/Dependent Care Flexible Spending Accounts
• Wellness Programs
• Voluntary Benefits (e.g., Pet Insurance)
• Discounts Through Our Partners such as NJ Devils, NJ PAC, Verizon, and more