What are the responsibilities and job description for the Clinical Service Analyst - Field Services position at St. Elizabeth’s Medical Center?
POSITION SUMMARY :
The Field Services Analyst acts as the face of Information Technology, providing front-line technical support for hardware and software solutions for Boston Medical Center and affiliated organizations and employees. This role is responsible for implementing, supporting, and enhancing the client computing environment, ensuring hardware and software solutions meet specifications and user requirements. The Analysts will have daily interactions with end users, providing the highest level of customer service to foster a positive rapport with both hospital personnel and IT peers.
Position : Clinical Service Analyst - Field Services
Department : Information Technology
Schedule : Full Time
ESSENTIAL RESPONSIBILITIES / DUTIES :
- Provide reliable and standards-based solutions to user problems according to Community Hospital 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 Community Hospital policies and standards.
- Produce, review, and update 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 field
- Install, upgrade, and configure network printing, directory structures, rights, security, software, and file services
- Perform software / hardware troubleshooting to isolate and diagnose common problems.
- Make field visits as needed to resolve customer issues in a timely manner
- Escalate issues to appropriate on-call resources based on established procedures
- Share technical knowledge with other Tier 1 colleagues
- Attend training session and possibly assist in training workshops
- Participate in team projects as required. Assist in special product-related issues as needed
- Participates in activities to evaluate new technology developments and applications
- Conforms to hospital standards of performance and conduct, including those pertaining to patient rights
- Follows established hospital infection control and safety procedures
- Will require on-call coverage and minimal travel responsibilities
The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required).
JOB REQUIREMENTS
EDUCATION :
High school diploma required; Bachelor's degree preferred, in computer technology or equivalent field. May substitute an equivalent combination of education and experience.
CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED :
None required.
Certification in A strongly preferred.
ITIL Foundations certification strongly preferred
EXPERIENCE :
KNOWLEDGE, SKILLS & ABILITIES (KSAs) :
SPECIAL WORKING CONDITIONS (responsible for on-call, 24 hr. coverage, etc.) :
Equal Opportunity Employer / Disabled / Veterans
