Address
Form of workJob Summary:
The primary role of a Senior Field Services Analyst is to support and maintain RWJBarnabas Health s internal users and infrastructure. He/she will provide application, network, operating system and hardware support to end-users on a variety of issues; responds to telephone calls, email and personal requests for technical support. The Senior Field Services Analyst documents, tracks and monitors issues to ensure timely resolution.
Essential Functions:
- Aides Field Service Manager in collecting and analyzing key performance indicator (KPI) data
- Asset management / License management
- Assists department manager in on-going assessment and upgrading of PCs; may research and evaluate hardware and software
- Assists employees with technical problems and requests through troubleshooting, resolution and escalation if required.
- Assists with the day-to-day maintenance of BH s PCs
- Capacity Planning
- Coaches and mentors Field Service Analysts
- Contributes to and helps maintain up-to-date technical, policy and procedure documentation
- Keeps informed of most recent trends and technologies
- Manages helpdesk requests
- Monitors and troubleshoots hardware, software, mobile device, telecom and networking problems as they occur
- Participates in Architecture Assessments
- Performs advanced hardware repair procedures on desktop and laptop computers
- Performs training to staff and customers on various technology topics, including hardware configurations, process, database maintenance and applications
- Performs installation, move, configuration and upgrade tasks
- Provides customer-focused, quality service
- Provides off hours support
- Provides training for newly hired Field Service Analysts
- Responsible for all aspects of the security and health of our network and hardware including but not limited to: antivirus protection, patch management, data encryption, etc.
- User administration
- Works closely with Field Service Manager and System IT&S Site Director to ensure high level of customer satisfaction through communication, prioritization, escalation, etc.
Job Requirements:
- Bachelor s degree in Computer Science, Information Systems, Business Administration or related field preferred
- Minimum of 2 years of experience supporting large organizations in a desktop support role
- Experience in healthcare field preferred
- Industry certifications preferred (Microsoft, CompTIA, HDI)
- Must have strong customer service and excellent communication skills
- Must be able to transport information systems related equipment and ability to lift 40+ pounds of technical equipment
- Will be required to travel to and from RWJBarnabas Health Affiliates
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.
