Requisition Number:64720Facility:LOC0007 - 65 Columbian Building65 Columbian Street
Weymouth, MA 02190
Department Name:IT Support ServicesStatus: Part time
Budgeted Hours: 0Shift: Varied Shifts (United States of America)The IT Field Support Analyst position reports to the Manager of IT Field Support Services and is responsible for providing first level on site desktop support throughout the health system. Responsibilities include taking ownership of on-site desktop support requests at one of the health systems locations and working them to closure. Resolving desktop break fix issues and assisting on, or conducting moves, adds and changes as directed. The Field Support Services Analyst will fully document all work done and resolutions real time in the health systems ticketing system. When appropriate create or update support documents to better prepare the team on support issues. The IT Field Support Services Analyst should have the ability to assess onsite service requests and resolve or escalate issues that impact end users work flow. The Field Support Services Analyst should be able to clearly demonstrate knowledge of desktop hardware and software support tools and technologies. Work with Manager of IT Field Support Services or Lead Analyst to complete scheduled daily work assignments within the Field Support team.
Determine and escalate the problems or issues when required in a timely manner.
Monitor field service desktop support queue taking ownership of problems and work requests till closure.
Keep current on industry support tools and standards that are in alignment with Desktop support functions.
Communicate the need for ordering IT equipment and appropriate spares where applicable.
Participate in, and support moves, adds and Changes as directed.
Ensure that the CMDB inventory database is current at all times when equipment is removed from stock, deployed or retired for all work conducted.
Respond to inquiries from colleagues, and IS Leadership in a timely manner.
Drive down open ticket volumes.
South Shore Health