Job Title: Field Services Analyst I

Location: System Business Office

Department Name: IT&S Service Management

Req #: 0000264571

Status: Hourly

Shift: Day

Pay Range: $26.66 - $37.05 per hour

Pay Transparency:

The above reflects the anticipated hourly wage range for this position if hired to work in New Jersey.

The compensation offered to the candidate selected for the position will depend on several factors, including the candidate's educational background, skills and professional experience.

The Field Services Analyst I provides hands-on technical support for RWJBarnabas Health employees, endpoint devices, and technology infrastructure. This position troubleshoots and resolves hardware, software, mobile device, telecommunications, and basic networking issues while delivering timely and professional customer service.

The Field Services Analyst I manages incidents and service requests through the IT service management process, supports device installations and refreshes, maintains accurate asset information, and provides onsite technical support across assigned RWJBarnabas Health locations.

As a Field Services Analyst I, a typical day may include:

• Troubleshooting and resolving desktop, laptop, software, mobile device, telecommunications, and basic network issues
• Providing hands-on technical support for employees and escalating complex issues to appropriate IT teams when needed
• Performing hardware and software repairs on desktop and laptop computers, including data backup and recovery
• Managing incidents and service requests while meeting established SLA and performance expectations
• Supporting the day-to-day maintenance, configuration, and lifecycle of PCs and other endpoint devices
• Completing installs, moves, adds, and changes (IMAC), including hardware and software requests and device refreshes
• Maintaining accurate IT asset and device information in accordance with established asset management processes
• Documenting troubleshooting, resolutions, escalations, and status updates within the ITSM ticketing system
• Reviewing endpoint devices for security compliance, including antivirus protection, patching, and data encryption
• Providing technical guidance and training to employees on hardware, applications, processes, and other technology topics
• Supporting after-hours and on-call technical needs as scheduled

This Role Might Be For You If

• You enjoy hands-on troubleshooting and solving technology problems directly with customers
• You are comfortable working with desktop and laptop hardware, software, mobile devices, and basic networking
• You enjoy a field-based IT environment where priorities and technical needs can change throughout the day
• You are organized and comfortable managing multiple incidents and service requests within established SLAs
• You provide strong customer service and can communicate technical information to non-technical users
• You can work independently while recognizing when an issue needs to be escalated
• You are comfortable with variable working hours and participating in an on-call rotation approximately 1–2 times per month

To Be Considered for the Field Services Analyst I position, you must have:

• Associate’s or bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field
• High school diploma with relevant IT work experience may be considered in lieu of a degree
• Knowledge of desktop and end-user technical support
• Ability to troubleshoot computer hardware, software, mobile devices, telecommunications, and basic networking issues
• Strong customer service, communication, organization, and problem-solving skills
• Ability to manage incidents and service requests while meeting established SLA requirements
• Ability to accurately document technical issues, troubleshooting, and resolutions
• Valid New Jersey driver’s license
• Ability to work variable hours based on site coverage needs
• Availability for on-call and after-hours support approximately 1–2 times per month

Preferred Qualifications:

• Experience providing desktop, field services, or end-user IT support
• Healthcare IT experience
• Experience with ITSM ticketing systems and incident/request management
• Experience with IMAC processes, device refreshes, and IT asset management
• Experience troubleshooting and repairing desktop and laptop hardware
• Knowledge of endpoint security, antivirus, patch management, and data encryption
• CompTIA A+ certification

Why You'll Love Working With Us

At RWJBarnabas Health, our market-competitive Total Rewards package provides comprehensive benefits and resources to support our employees’ physical, emotional, social, and financial health.

• Paid Time Off (PTO)
• Medical and Prescription Drug Insurance
• Dental and Vision Insurance
• Retirement Plans
• Short & Long Term Disability
• Life & Accidental Death Insurance
• Tuition Reimbursement
• Health Care/Dependent Care Flexible Spending Accounts
• Wellness Programs
• Voluntary Benefits (e.g., Pet Insurance)
• Discounts Through our Partners such as NJ Devils, NJ PAC, Verizon, and more!

Choosing RWJBarnabas Health!

RWJBarnabas Health is the premier health care destination providing patient-centered, high-quality academic medicine in a compassionate and equitable manner, while delivering a best-in-class work experience to every member of the team. We honor and appreciate the privilege of creating and sustaining healthier communities, one person and one community at a time. As the leading academic health system in New Jersey, we advance innovative strategies in high-quality patient care, education, and research to address both the clinical and social determinants of health.

RWJBarnabas Health aims to truly make a unique impact in local communities throughout New Jersey. From vastly improving the health of local residents to creating educational and career opportunities, this combination greatly benefits the state. We understand the growing and evolving needs of residents in New Jersey, whether that be enhancing the coordination for treating complex health conditions or improving community health through local programs and education.

Equal Opportunity Employer

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