Field Services Analyst II

RWJBarnabas Health•Oceanport, NJ

70d•$29 - $41

About The Position

The Field Officer II is responsible for supporting and maintaining RWJBarnabas Health's users, systems, and infrastructure. This role serves as a key point of contact for addressing technical issues, coordinating service requests, and ensuring timely resolution of incidents through established service management processes. The Field Officer II works closely with staff and stakeholders to provide effective IT support while upholding organizational policies and compliance standards. A strong emphasis is placed on professionalism, enthusiasm, and delivering excellent customer service to support the mission and vision of RWJBarnabas Health.

Requirements

Associate's or Bachelor's degree in Computer Science, Information Systems, Business Administration, or a related field; a high school diploma with relevant work experience may be considered in lieu of a degree.
Comp TIA A+ Certification
Valid NJ Driver s License

Nice To Haves

At least 2-3 years of experience supporting large organizations in a desktop support role
Experience within the healthcare environment
General knowledge of desktop and end-user support
Microsoft, HDI, ITL certifications

Responsibilities

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
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 IMAC process; the proper procedures and protocols on handling hardware and software requests, refresh, and maintaining the asset database
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
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 additional duties and responsibilities as requested by management