Field Services Analyst I

Job Overview:

Primary role is to support and maintain RWJBarnabas Health s users and infrastructure. Responsibilities include the coordination and fulfillment of incidents and requests through service management while adhering to organizational policies and procedures. Must represent company in a professional and enthusiastic manner; by providing excellent customer service and supporting the company s mission/vision.

Qualifications:

Required:

• Associate s degree or Bachelor s degree in Computer Science, Information Systems, Business Administration or related field. High School diploma and relevant work experience may be considered in lieu of a degree

Preferred:

• Experience within the healthcare environment
• General knowledge of desktop and end-user support

Certifications and Licenses Required

• Comp TIA A+ Certification
• Valid NJ Driver s License

Scheduling Requirements:

• Full Time
• Variable working hours to provide site(s) coverage
• On Call Availability 1-2 times per month

Essential Functions:

• Assist department manager in on-going assessment and upgrading of PCs; may research and evaluate hardware and software
• Monitor and troubleshoot computer hardware and software, mobile devices, telecom, and networking problems as they occur
• Prioritize problems by following established priority, ensures all jobs are completed as scheduled or requested within SLA guidelines. Assignments should be completed thoroughly in an accurate, prompt, and neat manner
• Must consistently meet key metrics on incidents and requests: tickets per month, tickets resolved within SLA, mean time to resolve, etc.
• Assists with the day-to-day maintenance of RWJBH PCs
• Perform advanced hardware and software repair procedures on desktop and laptop computers, performing data backup and recovery as needed
• Assist employees with technical requests by troubleshooting, resolution, and escalation if required
• Provide guidance to conditions which must be met to fulfill requests
• Must follow IMAC process; the proper procedures and protocols on handling hardware and software requests, refresh, and maintaining the asset database
• Available for on-call and after-hours support and responding to escalations in a timely manner
• Carry company provided mobile phone, and answer your phone, texts in a timely manner
• Perform training to staff and customers on various technology topics, including hardware configurations, processes, and applications
• Provide thorough documentation and timely updates within ITSM ticketing system
• Evaluate all assets to ensure security compliance including but not limited to antivirus protection, patch management, data encryption, etc.
• Available for on-call and after-hours support and responding to escalations in a timely manner. Carry company provided mobile phone, and answer your phone, texts in a timely manner
• Perform additional duties and responsibilities as requested by management

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.