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Client Service Technical Analyst

Boston Medical Center

Remote, OR(remote)

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JOB DETAILS
SKILLS
Apple iPad, Apple iPhone, Blackberry, Cisco Network Systems, Communication Skills, Computer Operations, Computer Science, Customer Relations, Customer Support/Service, Dell Computers, Dell Hardware, Desktop PC, Establish Priorities, Ethernet, HTTP (HyperText Transport Protocol), Hewlett-Packard Product Family, Hospital, Identify Issues, Infection Control, Information Technology & Information Systems, Laptop PC, Mcafee Virus Scan, Medical Office Administration, Microsoft Active Directory, Microsoft Exchange Server, Microsoft Office 2010, Microsoft Product Family, Microsoft SharePoint, Microsoft Windows 2003, Mobile Technology, Multitasking, On Call, Patient Education, Patient Rights, Presentation/Verbal Skills, Printers, Problem Solving Skills, Procedure Development, Progress Reports, Project Tracking, Safety Process, ServiceNow, Software Administration, Software Design, TCP/IP (Transmission Control Protocol/Internet Protocol), Technical Analysis, Technical Support, Telephone Skills, Telephone Triage, Time Management, Windows Server 2008 R2, Writing Skills
LOCATION
Remote, OR
POSTED
30+ days ago
POSITION SUMMARY:

Provides front line customer support for Boston Medical Center and affiliated organizations employees. Responds to incoming calls, emails, and in person requests for assistance with all IT-related issues. Triages calls by identifying, classifying, and prioritizing incidents and requests. Resolves issues as appropriate, and engages other teams as necessary. Has good judgment. Owns customer relationship through resolution of incident. Thoroughly documents all actions in ticketing system. Has frequent interactions with all levels of personnel, therefore has impeccable customer service skills.

Position is full time with the following hours:
Monday to Friday 7am until 3:30pm Monday through Friday

Position: Client Service Technical Analyst

Department: Service Desk

Schedule: Monday-Friday 7am-3:30pm

ESSENTIAL DUTIES/RESPONSIBILITIES:
  • Triage incoming calls, emails, web requests, and in person contact from customers
  • Thoroughly document each contact with customers, and each step taken toward resolution
  • Provide accurate and standards-based solutions to user problems
  • Own the customer relationship from the detection to resolution of the incident
  • Identify and follow up on tickets requiring special attention
  • Escalate issues to appropriate on-call resources when necessary based on established procedures
  • Monitor queue and work incidents in order of priority
  • Have good time management skills
  • Facilitate shift turnover on off hours and contribute to Computer Operations report
  • Run batch jobs, monitor progress, and report any exceptions or failures to job stakeholders
  • Share technical knowledge with other Tier 1 colleagues
  • Produce, review, and update Knowledge articles to be used by the team
  • Attend training session and possibly assist in training workshops
  • Make field visits as needed to resolve customer and patient related issues in a timely manner
  • Perform software/hardware troubleshooting to isolate and diagnose common problems
  • Troubleshoot desktop, laptop, and other user device issues
  • Troubleshoot printer problems
  • Respond to needs and questions of users concerning their network access
  • Provide account additions, deletions, maintenance
  • Has frequent interaction with development and operations staff; works on performance issues, upgrades, design reviews, and application setup/implementation
  • Might be asked to answer Tier 1 phones in times of extremely high volume
  • Serves as representative of IT Services to rest of hospital
  • Conforms to hospital standards of performance and conduct, including those pertaining to patient rights
  • Follows established hospital infection control and safety procedures
  • Perform other duties as needed

JOB REQUIREMENTS

EDUCATION:
  • Associates' Degree (or 2 years equivalent combination of formal education and/or related experience) required.
  • Degree in Computer Science, Engineering, or related discipline preferred.

EXPERIENCE:
  • At least one year of experience in IT support, with technical proficiency in a broad range of software and hardware.
  • Medical environment a plus.

KNOWLEDGE & SKILLS:
  • At least one year of experience in IT support, with technical proficiency in a broad range of software and hardware. Medical environment a plus.
  • Impeccable customer service skills
  • Must be able to multi-task and prioritize well
  • Experience using ticketing system to track incidents
  • Excellent writing and communication skills
  • Demonstrated problem-solving ability
  • Broad range of network and desktop knowledge
  • Ability to give verbal instruction patiently to non-technical users
  • Knowledge of current PC and mobile computing technology
  • Familiarity with Cisco, ServiceNow, Windows Active Directory, Microsoft Exchange, Remote Assist, DameWare.
  • Desktop: Windows Server 2003/2008, Microsoft Office 2003/2010, McAfee Enterprise anti-virus and Microsoft Explorer 7-10, Sharepoint
  • OS: Microsoft Windows XP/Win7, 8, Linux, Macintosh 10.6-10.7
  • Hardware: Dell Optiplex desktops, Latitude laptops and Dell/Intermec/HP printers, Blackberry, iPhone, iPad
  • Protocols: TCP/IP, HTTP, Ethernet
  • Technologies: CITRIX, DHCP, VPN, VDI, VMware, Cisco hardware, encryption, security, SCCM, and many clinical IT applications

Req id: 27632

About the Company

B

Boston Medical Center