POSITION SUMMARY:
Primarily responsible for implementing / supporting and enhancing the Client Computing environment. Provides front line customer support for Boston Medical Center and affiliated organizations and employees.
Position: Senior Client Analyst, Field Services
Department: Service Desk
Schedule: Full Time
ESSENTIAL RESPONSIBILITIES / DUTIES:
- Provide reliable and standards-based solutions to user problems according to BMC approved service level agreements
- Provides technical support (level 2 and level 3) and guidance to users
- Performs procurement of hardware, software and other technologies as needed
- Ability to lead individuals and groups
- Monitors work queue and addresses incidents and requests in order of priority insuring that defined service levels are met
- Maintains accurate documentation for all devices consistent with BMC policies and standards.
- Produce, review, and update Knowledge articles to be used by the team
- Thoroughly documents each contact with customers, and each step taken toward resolution
- Communicates status of open tickets with impacted end users
- Maintains professional knowledge of current trends and developments in the Information Technology and Healthcare field
- Install, upgrade, and configure network printing, directory structures, rights, security, software, and file services
- Perform software/hardware troubleshooting to isolate and diagnose common problems.
- Make field visits as needed to resolve customer issues in a timely manner
- Escalate issues to appropriate on-call resources based on established procedures
- Share technical knowledge with other Tier 1 colleagues
- Attend training session and possibly assist in training workshops
- Participate in team projects as required. Assist in special product-related issues as needed
- Participates in activities to evaluate new technology developments and applications
- 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.
- Will require on-call coverage and minimal travel responsibilities
JOB REQUIREMENTS
EDUCATION:
- Bachelor's degree in Computer Science, Engineering, or related discipline
CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:
- MCSE 2000, A+ (preferred)
EXPERIENCE:
- Minimum of 5 years IT support
KNOWLEDGE AND SKILLS:
- Must be highly organized and detail-oriented, have exceptional communications and writing skills, and be able to work both independently and as part of a team.
- Experience in a leadership role with senior-level professionals is helpful
Req id: 31261