Senior Client Analyst, Field Services

Boston Medical Center (BMC) is more than a hospital. It´s a network of support and care that touches the lives of hundreds of thousands of people in need each year. It is the largest and busiest provider of trauma and emergency services in New England. Emphasizing community-based care, BMC is committed to providing consistently excellent and accessible health services to all—and is the largest safety-net hospital in New England. The hospital is also the primary teaching affiliate of the nationally ranked Boston University School of Medicine (BUSM) and a founding partner of Boston HealthNet – an integrated health care delivery systems that includes many community health centers. Join BMC today and help us achieve our Vision 2030 which is a long-term goal to make Boston the healthiest urban population in the world.

Position: Senior Client Analyst

Department: Field Services

Schedule: Full Time

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. 

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

Must adhere to all principals of BMC’s RESPECT behavioral standards

JOB REQUIREMENTS

EDUCATION:

Associates Degree or equivalent  May substitute an equivalent combination of education and experience

CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:

Certification in one or more of the following: A+, Network+, Security+ strongly required

Microsoft Certified

ITIL Foundations certification required

EXPERIENCE:

Minimum of five years of experience in IT support, with technical proficiency in a broad range of software and hardware.  Healthcare experience a plus.

KNOWLEDGE AND SKILLS:

• Impeccable customer service skills

• Demonstrated ability to work independently

• Experience using ticketing system to track incidents.  Service Now knowledge preferred.

• Excellent writing and communication skills

• Demonstrated problem-solving ability

• Broad range of network and desktop knowledge

• Working Knowledge of current PC and mobile computing technology

• Ability to give verbal instruction patiently to non-technical users

• Microsoft BackOffice products

• Working experience with Cisco, ServiceNow, Windows Active Directory, Microsoft Exchange, Remote Assist, DameWare

  • Desktop:  Microsoft Office 2003/2010, McAfee Enterprise anti-virus and Microsoft Explorer 7-10

  • OS:  Microsoft Windows XP/Win7, 8, Linux, Macintosh 10.6-10.7

  • Hardware:  Dell Optiplex desktops, Latitude laptops and Dell/Intermec/HP printers

  • Protocols:  TCP/IP, HTTP, Ethernet

  • Technologies:  CITRIX, DHCP, VPN, VDI, VMware, Cisco hardware, encryption, security, SCCM, and many clinical IT applications

Equal Opportunity Employer/Disabled/Veterans