Lead Field Support Technician-New England Baptist Hospital

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives. This position supports New England Baptist Hospital and is full-time, on-site work.

About the role

Responsible for delivering world-class field support services across all BILH entities and its affiliates. Using the Information Technology Service Management suite provided, this Tier 2/3 in-person support position is responsible for all aspects of customer requests and incident management. This includes acting as an escalation point on tickets not resolved by the Service Desk and Field Support, as well as logging, triaging, resolving, and timely follow-up of service requests/incidents.

The Lead Field Support Technician interacts with all levels of BILH colleagues and must have superior customer relations and communications skills. This individual must be highly skilled in both customer service and various information technology areas. On a day-to-day basis, the Lead Field Support Technician ensures proper operation and support of PCs, printers, peripherals, and mobile devices, as well as supporting all standard operating systems, software applications, and vendor devices.

The position requires an attitude of constant learning, curiosity, helpful engagement with clients and colleagues, and being invested in the success of the group and its services. The ability to find answers from documented solutions and research technical issues to resolution is critical.

Responsibilities

• Provide Level 2.5 or 3 support, delivering advanced technical assistance.
• Act in a supervisory function as needed, reviewing tickets, managing SLAs, and filling in for the Supervisor/Manager.
• Drive high customer satisfaction and ensure services align with BILH needs.
• Exhibit competence, commitment, and accountability to coordinate customer support issues, ensuring timely response, positive outcomes, and accurate identification of when issues should be escalated to SMEs and/or management.
• Act as a Subject Matter Expert (SME) for designated technologies.
• Diagnose and resolve complex desktop and peripheral issues related to interoperability, OS security, system access, passwords, and authentication.
• Accurately respond to desktop issues related to profiles, group policies, and local system configurations.
• Act as an escalation point for Level 1 and 2 support and for customer escalation issues.
• Demonstrate an understanding of network-related activities and support, including but not limited to IP and DNS.
• Maintain professional knowledge and skills by participating in training opportunities, in-service programs, and vendor seminars to stay current with technical advancements.
• Participate in cross-training, mentoring, and training for senior staff.
• Possess an understanding of BILH-centric clinical and core applications, with the ability to troubleshoot and resolve performance, access, and interoperability issues.
• Perform assessments and diagnosis of problems using remote tools, with the ability to perform fixes and installations.
• Train and help onboard new team members.
• Possess an expert understanding of best practices in IT security to quickly identify potential business-impacting vulnerabilities or threats.
• Contribute to and may lead the creation of processes and procedures for the Service Desk knowledge base.
• Work closely with teams to develop standardized workflows.
• Ensure accurate and timely updates to the ITSM ticketing system.

Requirements

• High School diploma or GED required.
• CompTIA A+ Certification required.
• 5-8 years of related work experience, including 5+ years of Service Desk/Field/IT Support experience in a large enterprise supporting end users in a complex MS Windows/MS Office environment.
• Expert knowledge of various operating systems (OS), including but not limited to Windows 10 and macOS.
• Knowledge of various mobile devices, including but not limited to iOS and Android platforms.
• Knowledge of network fundamentals.
• Solid experience with Citrix Systems applications.
• Solid experience with Microsoft infrastructure (Windows, Active Directory, Exchange, etc.).
• Solid experience with Microsoft O365 applications.
• Advanced knowledge and experience with ITSM systems such as ServiceNow or Remedy.
• Advanced technical computer skills specific to technical support for the functional area and related systems.

Preferred Qualifications

• Expert knowledge of Dell, Apple, HP, and Ricoh hardware.
• Knowledge of Oracle PeopleSoft and Workday applications.

Skills

• Decision Making: Ability to make decisions guided by precedents, policies, and objectives. Regularly makes decisions and recommendations on issues affecting a department or functional area.
• Problem Solving: Ability to address highly varied, complex, and often non-recurring problems, requiring staff input, innovative, creative, and Lean diagnostic techniques to resolve issues.
• Independence of Action: Ability to set goals and determine how to accomplish defined results with some guidelines. Manager/Director provides broad guidance and overall direction.
• Written Communications: Ability to summarize and communicate moderately complex information in varied written formats to internal and external customers.
• Oral Communications: Ability to comprehend and communicate complex verbal information in English to medical center staff, patients, families, and external customers.
• Knowledge: Ability to demonstrate in-depth knowledge of concepts, practices, and policies, and apply them in complex, varied situations.
• Team Work: Ability to act as a team leader for small projects or work groups, creating a collaborative and respectful team environment and improving workflows. Results may impact the operations of one or more departments.
• Customer Service: Ability to provide a high level of customer service and staff training to meet customer service standards and expectations. Resolves service issues in a timely and respectful manner.

Work Environment

• Work requires close attention to task for work to be accurately completed. Intermittent breaks during the workday do not compromise the work.
• Work is varied every day, requiring adaptability to respond to changes and use independent judgment to manage priorities.
• No substantial exposure to adverse environmental conditions.
• Health Care Worker Status: HCW 3 – Regular provision of service in a patient care area.

Pay

The pay range for this position is $32.00 - $45.00 per hour. The pay range listed is the base hourly wage range the organization reasonably and in good faith expects to pay at this time. Actual compensation is determined based on several factors, including seniority, education, training, relevant experience, relevant certifications, geography of work location, job responsibilities, or other applicable factors permissible by law. Compensation may exceed the base hourly rate depending on shift differentials, call pay, premium pay, overtime pay, and other additional pay practices, as applicable to the position and in accordance with the law.

As a healthcare organization, Beth Israel Lahey Health requires all staff to be vaccinated against influenza (flu) as a condition of employment.