The Field Support Technician will deliver world-class field support services across all Beth Israel Lahey Health, Inc. (BILH) entities and its affiliates. This Tier 2 In-person support position is responsible for all aspects of customer requests and incident management.
Requirements
- Responsible for Level 1 support providing basic to intermediate support
- Exceeds end-user expectations by meeting established SLAs and customer demands
- Drives high customer satisfaction and ensures services align with BILH's needs
- Diagnose and resolve moderately difficult desktops and peripherals related to interoperability, OS security issues, system access, passwords, and authentication
- Acquires an understanding of network-related activities and support, including but not limited to IP and DNS
- Acquires professional knowledge and skills by participating in training opportunities, in-service programs, vendor seminars, etc.
- Participates in cross-training and acts as an escalation point for the Service Desk
- May contribute to the creation of processes and procedures for the knowledge base
- Provides on-call/after-hours support
- Decision Making: Ability to make decisions that are guided by general instructions and practices requiring some interpretation
- Problem Solving: Ability to address varied problems, requiring analysis or interpretation of the situation using direct observation, knowledge, and skills based on general precedents
- Independence of Action: Ability to set goals and determine how to accomplish defined results with some guidelines
- Written Communications: Ability to communicate clearly and effectively in written English with internal and external customers
- Oral Communications: Ability to comprehend and converse in English to communicate effectively with medical center staff, patients, families, and external customers
- Team Work: Ability to interact respectfully with other employees, professional staff, and/or external contacts to offer ideas, identify issues, obtain information, or deliver services
- Customer Service: Ability to provide a high level of customer service to patients, visitors, staff, and external customers in a professional, service-oriented, respectful manner using skills in active listening and problem-solving
- Knowledge: Ability to demonstrate full working knowledge of standard concepts, practices, procedures, and policies with the ability to use them in varied situations
Benefits
- Generous Paid Time Off
- 401k Matching
- Retirement Plan
