Field Support Technician

About the role

The Field Support Technician will be responsible for delivering world-class field support services across all Beth Israel Lahey Health, Inc. (BILH) entities and its affiliates. Using the Information Technology Service Management suite provided, this Tier 2 In-person support position is responsible for all aspects of customer requests and incident management.

Responsibilities

• Primary Responsibilities
• Responsible for Level 1 support providing basic to intermediate support.
• Exceeds end-user expectations by meeting established SLAs and customer demands.
• Drives high customer satisfaction and ensures services align with BILH's needs.
• Exhibits commitment and accountability to coordinate customer support issues and ensure timely response, and positive outcomes and accurately identify when issues should be escalated to SME's (Subject Matter Experts) and/or management.
• Acts as an SME for designated technologies.
• Diagnose and resolve moderately difficult desktops 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.
• Demonstrates an understanding of network-related activities and support, including but not limited to IP and DNS.
• Acquires 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 and acts as an escalation point for the Service Desk.
• Acquires an understanding of BILH-centric clinical and core applications with the skill/ability to troubleshoot and resolve performance, access, and interoperability issues.
• Performs assessments and diagnosis of problems using remote tools, with skill/ability to perform fixes and installations.
• Acquires an understanding of best practices regarding IT security to quickly identify potential business-impacting vulnerabilities/threats.
• May contribute to the creation of processes and procedures for the knowledge base. Will work closely with teams to develop standardized workflows.
• Ensures accurate and timely updates to the ITSM ticketing system.
• Provides on-call/after-hours support.

Competencies

• Decision Making: Ability to make decisions that are guided by general instructions and practices requiring some interpretation.
• Problem Solving: Ability to address varied problems, requiring analysis or interpretation of the situation using direct observation, knowledge, and skills based on general precedents.
• Independence of Action: Ability to set goals and determine how to accomplish defined results with some guidelines.

Education

• High School diploma or GED required.
• Certificate 1 A+ Certification preferred.
• 1-3 years related work experience required in 2 plus years of Service Desk/Field/IT Support experience supporting a large enterprise of end users in a complex MS Windows / MS Office environment.

Skills, Knowledge & Abilities

• Moderate Knowledge of various Operating systems (OS) including but not limited to Windows 10 and MAC OS is required.
• Knowledge of various mobile devices is required, including but not limited to: iOS and Android platforms is required.
• Knowledge of Network fundamentals is required.
• Solid experience of Citrix Systems application is required.
• Solid experience with Microsoft infrastructure (Windows, Active Directory, Exchange, etc.) is required.
• Solid experience of Microsoft O365 applications is required.
• Solid experience of ITSM systems such as Service Now or Remedy.
• Solid experience with advanced technical computer skills as required for technical support specific to functional area and related systems.

Physical Requirements

• Lifting: Ability to lift, carry, and move computer/printer equipment and peripherals weighing up to 25–45 lbs.
• Standing/Walking: Ability to stand and walk for extended periods while performing onsite support.
• Sitting: Ability to sit for extended periods when performing remote troubleshooting or administrative tasks.
• Pushing/Pulling: Ability to push or pull carts carrying IT equipment.
• Bending/Kneeling/Crouching: Occasional bending and kneeling are required when connecting equipment under desks or in tight spaces.