Internal Field Service position at Boston Medical Center

Job # 1000104

Apply at www.bmc.org

Description

Provides expert support to end-users users, employing a high degree of
customer service, technical expertise, and timeliness. Uses various
techniques for resolving problems; escalates trouble tickets as
necessary to higher-level staff. Has frequent interactions with
customers; therefore, must be effective in interpersonal communications
and problem solving. Uses a high degree of patience and problem
management techniques to solve problems. Follows through on resolution
with users. Consults solution base and peers to optimize problem
resolution. Adheres to established standards in resolving issues.
Tracks calls and enters solution data into solution base. Installs,
configures, and troubleshoots enterprise desktop computing platform.

Qualifications

Skills and Knowledge

• Excellent customer service and interpersonal skills


• Ability to implement customer service standards and follow guidelines, as well as to help others interpret policy


• Thorough understanding of trouble ticket management system


• Demonstrated problem-solving skills


• Ability to maintain a high level of client trust and confidence in the knowledge of and concern for clients' needs

• Solid project and resource management skills and experience with
problem management in multiple locations, including remote locations


• Technical and non-technical communications skills


• Ability to establish user trust and confidence in the group's knowledge of and concern for users' business needs


• Broad range of network and desktop knowledge is highly desirable, including experience in:

- Desktop: Windows NT/2000, Windows 95/98/2000, Microsoft Office
97/2000, Netscape Mail, Symantec anti-virus and Microsoft Explorer


- OS: Microsoft Windows NT/2000, Novell NetWare 4.x/5.x, Linux, AIX, and Macintosh


- Hardware: Dell Optiplex desktops and HP printers


- Protocols: TCP/IP, IPX, AppleTalk, Ethernet

- Technologies: Citrix, SQL, Oracle, ODBC, VPN, Cisco hardware,
security, SMS, Crystal Reports, and major clinical IT applications

Experience


• Bachelor's degree in Computer Science, Engineering, or related discipline


• One to three years of experience in IT support, with technical proficiency in a broad range of technical hardware and software


• Demonstrated knowledge of current PC computing technology


• Familiarity with NetWare, NT Server, and Windows Active Directory LAN environments desirable