As a not-for-profit organization, Partners HealthCare is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Founded by Brigham and Women's Hospital and Massachusetts General Hospital, Partners HealthCare supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research.
We're focused on a people-first culture for our system's patients and our professional family. That's why we provide our employees with more ways to achieve their potential. Partners HealthCare is committed to aligning our employees' personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal developmentand we recognize success at every step.
Our employees use the Partners HealthCare values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.
General Summary/Overview Statement:
Under the direction of the Manager, Supervisor Desktop Technicians or Shift Lead, the Network Technician provides level 2 technical support to Partners HealthCare Information Systems (IS) departments, medical practices and Massachusetts General Hospital (MGH) end-user community in regards to Partners HealthCare managed devices. Managed devices include, but are not limited to, desktop workstations, laptops, tablets, monitors, network printers, local printers, label printers, wristband printers, prescription printers, document scanners, barcode scanners and other peripheral devices.
Responsibilities include operational support for production systems, key business applications and desktop resources; the Partners eCare (PeC) environment, printer and workstation inventories and mappings; as well as, software installation, network connectivity testing, troubleshooting, hardware deployment, moves & changes and ticket documentation.
Principal Duties and Responsibilities Indicate key areas of responsibility, major job duties, special projects and key objectives for this position. These items should be evaluated throughout the year and included in the written annual evaluation.
Provides break/fix technical support for networked and stand-alone Partners managed devices to comply with Service Level Agreement. Prioritizes issues by level of urgency.
Escalates unresolved issues to appropriate level 3 IS Support Services team.
Collaborates with other Partners IS support groups as appropriate for support, troubleshooting of hardware, software, cabling, and network infrastructure problems.
Provides setup and configuration of network devices using standard OS tools, Epic tools, and Partners developed tools. Complies with standard naming conventions and modifies existing equipment settings and environments in accordance with Partners standards.
Participates in the execution of large hardware deployment projects or departmental moves.
Performs scheduled preventative maintenance on desktop and laptop workstations including, reimaging build, data backup and restoration, cleaning physical hardware, replacement of broken or out of warranty hardware and cable management.
Backup and restore primary user data stored on the local hard drive of private devices using data migration software User State Migration Tool (USMT).
Documents work performed in the work log of Incident tickets and work order Tasks within ServiceNow service management software.
Uses the Partners HealthCare values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.
Occasional after hours and weekend work for shift coverage or to perform tasks that cannot be done during business hours.
Assumes on-call responsibilities on a scheduled rotation.
Other duties as assigned.
One year experience in a Customer Service focused environment, preferably in healthcare.
Minimum six months experience with hands-on installation, configuration, troubleshooting and repair of workstations, laptops and printers.
Valid driver's license and has own reliable transportation.
Ability to frequently lift and carry supplies and hardware weighing up to 25 pounds.
CompTIA, Microsoft or ITIL certifications are a plus.
Working knowledge of Windows 7 Enterprise and Windows 10 Operating Systems
Skilled knowledge of HP desktops, laptops, tablets, printers and peripheral hardware components
Functional knowledge of supported software: MS Office 2007, 2010 and 2013 Suite applications, Office365, Outlook, Internet Explorer, Endpoint Protection antivirus software, SCCM and Citrix XenApp for EPIC
Ability to perform full disk encryption using BitLocker or SafeBoot
Backup and restore user data using User State Migration Tool (USMT)
Understanding of Ethernet topologies
Ability to apply troubleshooting techniques and diagnostic methods
Must be detail oriented and able to prioritize work requirements in a dynamic multi-site environment
Excellent interpersonal communication and customer service skills
Individual will reside at one of the Travel Technician Team bases of operation and support satellite MGH, NWH, BWH and PHS sites across Massachusetts and Southern New Hampshire.