Senior Field Services Analyst

Job Summary:

The primary role of a Senior Field Services Analyst is to support and maintain RWJBarnabas Health s internal users and infrastructure. He/she will provide application, network, operating system and hardware support to end-users on a variety of issues; responds to telephone calls, email and personal requests for technical support. The Senior Field Services Analyst documents, tracks and monitors issues to ensure timely resolution.

Essential Functions:

Aides Field Service Manager in collecting and analyzing key performance indicator (KPI) data

Asset management / License management

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

Assists employees with technical problems and requests through troubleshooting, resolution and escalation if required.

Assists with the day-to-day maintenance of BH s PCs

Capacity Planning

Coaches and mentors Field Service Analysts

Contributes to and helps maintain up-to-date technical, policy and procedure documentation

Keeps informed of most recent trends and technologies

Manages helpdesk requests

Monitors and troubleshoots hardware, software, mobile device, telecom and networking problems as they occur

Participates in Architecture Assessments

Performs advanced hardware repair procedures on desktop and laptop computers

Performs training to staff and customers on various technology topics, including hardware configurations, process, database maintenance and applications

Performs installation, move, configuration and upgrade tasks

Provides customer-focused, quality service

Provides off hours support

Provides training for newly hired Field Service Analysts

Responsible for all aspects of the security and health of our network and hardware including but not limited to: antivirus protection, patch management, data encryption, etc.

User administration

Works closely with Field Service Manager and System IT&S Site Director to ensure high level of customer satisfaction through communication, prioritization, escalation, etc.

Job Requirements:

Bachelor s degree in Computer Science, Information Systems, Business Administration or related field preferred

Minimum of 2 years of experience supporting large organizations in a desktop support role

Experience in healthcare field preferred

Industry certifications preferred (Microsoft, CompTIA, HDI)

Must have strong customer service and excellent communication skills

Must be able to transport information systems related equipment and ability to lift 40+ pounds of technical equipment

Will be required to travel to and from RWJBarnabas Health Affiliates

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.

Additional Information:

We offer a great work environment, competitive rates and excellent benefits, including:

Medical/Dental/Vision plans

401 (k)

Vacation/Personal/Holiday/Sick Time Off

Short & Long Term Disability

Basic Life & Accidental Death Insurance

Tuition Reimbursement

Health Care/Dependent Care Flexible Spending Accounts

RWJBarnabas Health is the most comprehensive health care delivery system in New Jersey and the state s second largest private employer with more than 32,000 employees, 9,000 physicians and 1,000 residents and interns. The system includes eleven acute care hospitals, three acute care children s hospitals and a leading pediatric rehabilitation hospital (Children s Specialized Hospital).

RWJBarnabas Health is an