Senior Client Analyst Field Services - Boston Medical Center

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