Senior Network Technician

Senior Network Technician-(3299775)

Description

As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system.

Founded by Brigham and Women’s Hospital and Massachusetts General Hospital, Mass General Brigham supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care, and other health-related entities.

Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research.

We’re focused on a people-first culture for our system’s patients and our professional family. That’s why we provide our employees with more ways to achieve their potential.

Mass General Brigham is committed to aligning our employees’ personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors.

We support each member of our team to own their personal development and we recognize success at every step.

Our employees use the Mass General Brigham values to govern decisions, actions, and behaviors. These values guide how we get our work done : Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk;

and how we treat each other : Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.

The Opportunity :

The Network Technician II provides technical support services for desktop computers, laptop computers, printers, tablets, monitors, scanners and other peripheral devices.

Services will include device deployment, software installation, testing network connections, troubleshooting services and repairs.

Service requests will be tracked and documented in service management software.

The specifics associated with this role are described in the attached Position Summary.

Position Summary :

This will be a replacement position when Hussein Ibrahim, last day will be 8 / 2 / 24.

The position requires technical ability for desktop support. This would include Break / Fix issues, software and hardware installations.

The position also requires the tech to take telephone calls into our support center and document the issue in our ticketing system as our first line of contact.

The position also requires customer service skills in order to accomplish timely resolution of IT issues in an operational sense.

In addition the position will also be responsible for managing the account request process which will be shared among all the techs.

Principal Responsibilities :

• Provide break / fix technical support services for networked and stand-alone computing equipment
• Use knowledgebase articles, where appropriate, to resolve issues
• Document work performed within the service management software; document device and user data as required
• Prioritize issues by level of urgency and triage or escalate unresolved issues as appropriate
• Provide setup and configuration of computers and other network devices in compliance with Partners’ standards; participate in large hardware deployments, moves and operating system rollouts
• Perform scheduled preventative maintenance on desktops and laptops including re-imaging operating system software, data capture and restoration, cleaning physical hardware, replacement of broken or out-of-warranty hardware and cable management
• Provide next level technical support for other Network Technicians and Service Desk staff
• Provide turnover report for next shift
• Assume on-call responsibilities on a scheduled rotation
• Use / s the Mass General Brigham values to govern decisions, actions and behaviors. These values guide how we get our work done : Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation& Thoughtful Risk;

and how we treat each other : Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration

Other duties as assigned Qualifications :

Working Conditions :

• Standard office environment with the potential of travel to Mass General Brigham locations.
• May need to work in patient care areas.
• Occasional after-hours and weekend work. May be responsible for covering some shifts alone.
• While performing the duties of this job, the employee is frequently required to sit; talk; or hear; use hands to finger;

handle; or feel; reach with hands and arms. The employee is occasionally required to stand; walk; and stoop; kneel; or crouch.

The employee must frequently lift and / or move up to 5 pounds and occasionally lift and / or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision and depth perception.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

The noise level in the work environment is quiet to moderate.

Qualifications

• Three to five years of experience in customer service role
• Hands-on experience with the installation, repair and troubleshooting of personal computers
• Technical certifications a plus

Skills, Abilities and Competencies :

• Strong analytical and problem-solving skills
• Ability to multitask and prioritize work demands
• Excellent interpersonal and communication skills
• Ability to be flexible, versatile and adaptable in day-to-day activities
• General knowledge of desktop and laptop computers, printers and other computing equipment
• General knowledge of operating systems (., Windows) and popular software solutions (., Office 365, Internet browsers)
• General understanding of networking concepts and networking equipment including hubs, routers and cabling infrastructure
• General understanding of information security concepts and software (., Windows Defender, McAfee AntiVirus, BitLocker, ForeScout Network Access Control)

Commitment to providing superior customer service and delivering work in a timely and accurate manner following established company standards