Job Title: Field Services Analyst III

Location: SBC Corporation

Department Name: IT&S Service Management

Req #: 0000246146

Status: Hourly

Shift: Day

Pay Range: $34.93 - $49.34 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.

Job Overview:

Primary role is to support and maintain RWJBarnabas Health's users and infrastructure,

Responsibilities include the coordination and fulfillment of incidents and requests through service management while adhering to organizational policies and procedures,

Must represent company in a professional and enthusiastic manner; by providing excellent customer service and supporting the company s mission/vision,

Qualifications:

Required:

An Associate's degree or Bachelor's degree in Computer Science, Information Systems, Business Administration or related field,

A high school diploma and relevant work experience may be considered in lieu of a degree.

Preferred:

At least 3–5 years of experience supporting large organizations in a desktop support role

Project management and leadership experience

Experience within the healthcare environment

General knowledge of desktop and end-user support

Microsoft, HDI, ITL certifications

Certifications and Licenses Required:

Comp TIA A+Certification

Valid NJ Driver s License

Scheduling Requirements:

Full Time

Variable working hours to provide site coverage including after-hours availability

On Call Availability 1-2 times per month

Travel up to 50%

Essential Functions:

Assist department manager in on-going assessment and upgrading of PCs; may research and evaluate hardware and software

Monitor and troubleshoot computer hardware and software, mobile devices, telecom, and networking problems as they occur

Prioritize problems by following established priority, ensures all jobs are completed as scheduled or requested within SLA guidelines

Assignments should be completed thoroughly in an accurate, prompt, and neat manner

Must consistently meet key metrics on incidents and requests: tickets per month, tickets resolved within SLA, mean time to resolve, etc,

Assists with the day-to-day maintenance of RWJBH PCs

Lead and coordinate various projects for the organization as directed to by RWJBH management

Perform advanced hardware and software repair procedures on desktop and laptop computers, performing data backup and recovery as needed

Assist employees with technical requests by troubleshooting, resolution, and escalation if required

Provide guidance to conditions which must be met to fulfill requests

Must follow IT Asset Management Lifecycle; procedures and protocols on handling hardware and software requests, refresh, disposal, and maintaining an asset management database

Evaluate all assets to ensure security compliance including but not limited to antivirus protection, patch management, data encryption, etc,

Available for on-call and after-hours support and responding to escalations in a timely manner

Carry company provided mobile phone, and answer your phone, texts in a timely manner

Perform training to staff and customers on various technology topics, including hardware configurations, processes, and applications

Provide thorough documentation and timely updates within ITSM ticketing system

Proactive problem management and root cause analysis

Train, coach, and mentor field service analysts

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job,

Duties, responsibilities and activities may change at any time with or without notice,

Benefits and Perks:

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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