Clinical Service Analyst – Field Services - Information Services (40 Hours, Days)

At Good Samaritan Medical Center, we are committed to improving the health of our communities by delivering exceptional, personalized health care with dignity, compassion and respect. Our continued focus on the patient experience informs our caregivers on how to provide care that is respectful of and responsive to individual patient and family preferences, needs and values.

If you are seeking a fast-paced, challenging position in an organization committed to achieving and maintaining a standard of excellence in all we do, our organization may be a good fit for you.

Schedule: 40 Hours, Days, Full Time, Benefit Eligible

Job Summary:

Primarily responsible for implementing / supporting and enhancing the Client Computing environment. Provides front line customer support for Boston Medical Center and affiliated organizations and employees.

Responsibilities:

• Provides reliable and standards-based solutions to user problems according to BMC approved service-level agreements.
• Monitors work queue and addresses incidents and requests in order of priority, insuring that defined service levels are met.
• Maintains accurate documentation for all devices consistent with BMC policies and standards.
• Produces, reviews, and updates Knowledge articles to be used by the team
• Thoroughly documents each contact with customers and each step taken toward resolution.
• Communicates status of open tickets with impacted end users.
• Maintains professional knowledge of current trends and developments in the Information Technology and Healthcare fields.
• Installs, upgrades, and configures network printing, directory structures, rights, security, software, and file services.
• Performs software/hardware troubleshooting to isolate and diagnose common problems.
• Makes field visits as needed to resolve customer issues in a timely manner.
• Will require on-call coverage and minimal travel responsibilities.

Required Knowledge & Skills: 

• Education:
  • High school diploma required. Bachelor’s degree preferred in computer science or equivalent field. May substitute an equivalent combination of education and experience.
• Certificates/Licenses:
  • Certification in A+ strongly preferred.
  • ITIL Foundations certification strongly preferred.
• Experience:
  • 1-3 years of experience in IT support, with technical proficiency in a broad range of software and hardware required. 
  • Healthcare experience a plus.
  • Experience using ticketing system to track incidents with Service Now knowledge preferred.
• Knowledge, Skills, and Abilities (KSAs):
  • Impeccable customer service skills.
  • Must be able to multi-task and prioritize well.
  • Excellent writing and communication skills.
  • Demonstrated problem-solving ability.
  • Working knowledge of current PC and mobile computing technology.
  • Ability to give verbal instruction patiently to non-technical users.
  • Familiarity with Cisco, ServiceNow, Windows Active Directory, Microsoft Exchange, Remote Assist, DameWare.
    • Desktop:  Microsoft Office 2003/2010, McAfee Enterprise anti-virus and Microsoft Explorer 7-10
    • OS:  Microsoft Windows XP/Win7, 8, Linux, Macintosh 10.6-10.7
    • Hardware:  Dell Optiplex desktops, Latitude laptops and Dell/Intermec/HP printers
    • Protocols:  TCP/IP, HTTP, Ethernet
    • Technologies:  CITRIX, DHCP, VPN, VDI, VMware, Cisco hardware, encryption, security, SCCM

Equal Opportunity Employer/Disabled/Veterans