Sr. Desktop Support Technician

We need to output HTML fragment with sections for headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. We must not repeat job title. Remove boilerplate. Must preserve all substantive info. We need to parse the posting. Key content: - Intro: "When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives." Could be 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 and 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 Senior Field Support Technician interacts with all levels of BILH colleagues and thus 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 Senior Field Support Technician ensures proper operation and support of PC's, printers, peripherals, and mobile devices. This individual also supports 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." Then "Job Description Essential responsibilities including but not limited to:" then bullet list of responsibilities. Then "Required Qualifications" list. Then "Preferred Qualifications" list. Then "Competencies" list. Then "Social/Environmental Requirements" etc. Then "Physical Requirements" etc. Then repeated paragraph about responsibilities again. Then "Pay Range $30.00 - $42.00" and description. Then more about organization, vaccination requirement, etc. Those are boilerplate? The vaccination requirement maybe relevant but could be considered boilerplate? It's a condition of employment; maybe keep? The instruction: remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate. Vaccination requirement might be considered a requirement? It's a health care status. Could be part of Requirements? Might be considered specific content. But it's about health care worker status. Might be considered a requirement. However the instruction says remove EEO/equal-opportunity/scam-warning boilerplate. Vaccination requirement is not exactly EEO; it's a condition. Might keep as part of Requirements or Social/Environmental Requirements? It says "Health Care Status: HCW3: Regular provision of service in a patient care area." That seems like a requirement. We'll keep under Requirements maybe. Also "More than 35,000 people working together..." is fluff, maybe boilerplate. Remove. We need to decide sections. We have: - About the role: intro paragraph. - Responsibilities: list of duties (the bullet list after "Job Description Essential responsibilities including but not limited to:"). - Requirements: Required Qualifications list. - Qualifications: Preferred Qualifications list? Could be separate "Preferred Qualifications" but we only have allowed headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we can put Required Qualifications under Requirements, Preferred Qualifications under Qualifications (or Skills?). The heading "Qualifications" could encompass both required and preferred? But we have separate Required and Preferred. We could put Required under Requirements, Preferred under Qualifications. Or we could combine both under Requirements and Qualifications? The instruction: "Use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." So we can use those exact headings. We'll map: - About the role: intro. - Responsibilities: bullet list of duties. - Requirements: Required Qualifications. - Qualifications: Preferred Qualifications. - Skills: Competencies list. - Benefits: none? Not mentioned. So we skip Benefits. - Pay: Pay Range $30.00 - $42.00 plus description. - Schedule: none? Not mentioned. So skip. We also have Social/Environmental Requirements and Physical Requirements. Those could be part of Requirements or maybe Skills? They are requirements. Could be included under Requirements as additional bullet points. But we already have Required Qualifications list; we could add those as sub-items? Might be better to include them under Requirements as well. However the instruction: "Prefer a few substantive sections over many thin ones." So we could combine all requirement-like info into Requirements section: Required Qualifications, Social/Environmental Requirements, Physical Requirements. That would be a big list. But we also have Qualifications (preferred) separate. Skills: Competencies. Thus final sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Pay. We must not include empty sections. Now we need to format lists with

• . For prose, use

  . We must preserve all substantive information; do not invent or summarize away detail. So we need to include all details from Required Qualifications, Preferred Qualifications, Competencies, Social/Environmental Requirements, Physical Requirements, Pay description. We must not repeat duplicated lines. The posting repeats the responsibilities paragraph twice; we should include only once. We must not include boilerplate like "Equal Opportunity Employer/Veterans/Disabled" etc. Also remove "As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities." That's boilerplate? Might be considered fluff; remove. Also "Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) as a condition of employment." This is a specific requirement; we should keep it under Requirements maybe as a bullet. Also "More than 35,000 people working together..." remove. Now let's extract details. **About the role** (intro): "When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives. 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 and 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 Senior Field Support Technician interacts with all levels of BILH colleagues and thus 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 Senior Field Support Technician ensures proper operation and support of PC's, printers, peripherals, and mobile devices. This individual also supports 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." That's a paragraph; we can keep as

  . **Responsibilities**: list from "Job Description Essential responsibilities including but not limited to:" then bullet points: - Responsible for Level 2 support providing intermediate to advanced support. - Consistently exceeds end user expectations by meeting established SLA's and customer demands. - Drives high customer satisfaction and ensures services align with BILH needs. - Exhibits competence, commitment and accountability to coordinate customer support issues and ensure timely response, positive outcomes and accurately identify when issues should be escalated to SME's (Subject Matter Experts) and/or management. - Also, acts as an SME for designated technologies. - Diagnose and resolve moderately difficult to complex desktop 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. - Possess 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, mentoring and training for more junior staff. - Acts as an escalation point for the Service Desk. - Possess an understanding of BILH centric clinical and core applications with skill/ability to troubleshoot and resolve performance, access and interoperability issues. - Perform assessments and diagnosis of problems using remote tools, with skill/ability to perform fixes and installations. - Trains and helps onboard new team members. - Possess an understanding of best practices in regards to IT security in order to quickly identify potential business impacting vulnerabilities / threats. - Contributes to the creation of processes and procedures for the Service Desk knowledge base. - Will work closely with teams to develop standardized workflows. - Ensures accurate and timely updates to the ITSM ticketing system. We need to ensure we don't duplicate. Also note there is a sentence earlier: "Responsible for delivering world class field support services across all BILH entities and its affiliates." That's already in About the role; we can keep there. **Requirements**: combine Required Qualifications, Social/Environmental Requirements, Physical Requirements, Vaccination requirement, Health Care Status. Let's list Required Qualifications bullet points: - High School diploma or GED required. - Certificate 1 A+ Certification preferred. (Note: "preferred" but it's under Required Qualifications; we keep as is.) - 3-5 years related work experience required in 3 plus years of Service Desk/Field/IT Support experience supporting a large enterprise of end users in a complex MS Windows / MS Office environment.. - 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. - May produce complex documents, perform analysis, and maintain databases. - Ability to learn quickly and retain knowledge of a wide variety of systems. - Knowledge and experience with ITSM systems such as Service Now or Remedy - Advanced technical computer skills as required for technical support specific to functional area and related systems. Note: Some bullet points have weird phrasing; we keep as is. Social/Environmental Requirements bullet points: - Work requires periods of close attention to work with out interruption. - Concentrated effort of up to 4 hours without break may be required. - Work is varied every day and the employee needs to be adaptable to respond to these changes and use independent judgment and manage priorities. - No substantial exposure to adverse environmental conditions - Health Care Status: HCW3: Regular provision of service in a patient care area. Examples: Unit coordinators, lead coordinator/supervisor, patient liaison, nutrition services, environmental services, registrars, information desks, security, etc- Health Care Worker Status may vary by department - Sensory Requirements: Close work (paperwork, visual examination), Color vision/perception, Visual monotony, Visual clarity > 20 feet, Visual clarity 5 minutes, Repetition crouch(>2 times/minutes), climbing, maintain crouch for