Senior End User Device Technician

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.

Responsible for delivering world-class End User device procurement and provisioning support services across all BILH entities and its affiliates. Using the Information Technology Service Management suite provided, this position is responsible for all aspects of End User device services. This includes all IT end user device setup for new hires, PC refresh, device reclaims, asset inventory, asset quotes, and ordering. The Senior End User Device Technician interacts with all levels of BILH colleagues and thus must have superior customer relations and communications skills. This individual must be highly skilled in both customer service and various information technology areas. The ability to empathize with customer incidents and communicate technical issues in plain English is critical. Acts as an escalation point for the End User Device Technicians. The position requires an attitude of constant learning, curiosity, helpful engagement with clients and colleagues, and being invested in the success of the group and its services. The ability to find answers from documented solutions and research technical issues to resolution is critical.

Job Description:

Essential Duties & Responsibilities including but not limited to:

• Responsible for Level 2 support providing intermediate to advanced support. Consistently exceeds end user expectations by meeting established SLA’s and customer demands. Drives high customer satisfaction and ensures services align with BILH needs.
• Demonstrates ability to build, image, and administer all end user devices such as Laptops, Desktops, Peripherals, Printers, and Mobile Devices. Gains understanding and proficiency in identifying and responding to device setup issues.
• Demonstrates an advanced understanding of Microsoft Windows, Macs, Office 365, PC hardware, and mobile devices.
• Possess professional knowledge and skills by participating in training opportunities, in-service programs, vendor seminars, etc., to maintain the highest level of technical skills possible. Participates in cross-training, mentoring, and training for more junior staff.
• Possess an understanding of BILH centric clinical and core applications with the skill/ability to troubleshoot and resolve performance, access, and interoperability issues. Perform assessments and diagnoses of problems using remote tools, with the skill/ability to perform fixes and installations. Trains and helps onboard new team members.
• Possess an understanding of best practices in regards to IT security in order to quickly identify potential business-impacting vulnerabilities/threats.
• Will contribute to the creation of processes and procedures for the knowledge base. Will work closely with teams to develop standardized workflows.

Competencies:

• Decision Making: Ability to make decisions that are guided by general instructions and practices requiring some interpretation. May make recommendations for solving problems of moderate complexity and importance.
• Problem Solving: Ability to address problems that are varied, requiring analysis or interpretation of the situation using direct observation, knowledge, and skills based on general precedents.
• Independence of Action: Ability to set goals and determine how to accomplish defined results with some guidelines. Manager/Director provides broad guidance and overall direction.
• Written Communications: Ability to communicate clearly and effectively in written English with internal and external customers.
• Oral Communications: Ability to comprehend and communicate complex verbal information in English to medical center staff, patients, families, and external customers.
• Knowledge: Ability to demonstrate full working knowledge of standard concepts, practices, procedures, and policies with the ability to use them in varied situations.
• Team Work: Ability to interact respectfully with other employees, professional staff, and/or external contacts to offer ideas, identify issues, obtain information, or deliver services.
• Customer Service: Ability to provide a high level of customer service to patients, visitors, staff, and external customers in a professional, service-oriented, respectful manner using skills in active listening and problem solving. Ability to remain calm in stressful situations.

Minimum Qualifications

Education:

• High School diploma or GED required
• Licensure, Certification & Registration:
• Certificate 1 A+ Certification preferred.

Experience:

• 3-5 years of related work experience required in 3 plus years of End User Device provisioning and/or Field Support in a large enterprise of end users in a complex MS Windows / MS Office environment. Must have vast PC hardware and imaging experience.

Skills, Knowledge & Abilities:

• Advanced Knowledge of various Operating systems (OS) including but not limited to Windows 10 and MAC OS is required
• Knowledge of various mobile devices is required, including but not limited to: iOS and Android platforms is required. Knowledge of Network fundamentals is required.
• Solid experience of Citrix Systems application is required. Solid experience with Microsoft infrastructure (Windows, Active Directory, Exchange, etc.) is required.
• May produce complex documents, perform analysis, and maintain databases.
• Ability to learn quickly and retain knowledge of a wide variety of systems.
• Knowledge and experience with ITSM systems such as Service Now or Remedy
• Advanced technical computer skills as required for technical support specific to functional area and related systems.

Preferred Qualifications & Skills:

• Advanced knowledge of Dell, Apple, HP, and Ricoh hardware is desirable.
• Knowledge of Oracle PeopleSoft and Workday applications is desirable.
• Knowledge of the Epic application is desirable.

Pay Range:

$31.25 - $42.06

The pay range listed for this position is the base hourly wage range the organization reasonably and in good faith expects to pay for this position at this time. Actual compensation is determined based on several factors, that may include seniority, education, training, relevant experience, relevant certifications, geography of work location, job responsibilities, or other applicable factors permissible by law.  Compensation may exceed the base hourly rate depending on shift differentials, call pay, premium pay, overtime pay, and other additional pay practices, as applicable to the position and in accordance with the law.

As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) as a condition of employment.

More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients' lives. Your skill and compassion can make us even stronger.

Equal Opportunity Employer/Veterans/Disabled