Client Service Analyst Data Center ITS Network\Tech Support (40 Hrs Days)
Boston Medical Center - Boston, MA

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Description Provides front line customer support for Boston Medical Center and affiliated organizations employees. Responds to incoming calls, emails, web and in person requests for assistance with all IT-related issues. Triages calls by identifying, classifying, and prioritizing incidents and requests. Resolves issues as appropriate, and engages other teams as necessary. Owns customer relationship through resolution of incident. Works onsite to resolve users’ technical issues with IT equipment. Performs tasks associated with server and interface monitoring . Runs batch jobs, monitors progress, reports exceptions or failures to job stakeholders. Must possess good judgment, attention to detail and prioritization skills. Thoroughly documents all actions in ticketing system. Has frequent interactions with all levels of personnel, therefore has impeccable customer service skills.
Minimum of Associates’ Degree, preferably in Computer Science, Engineering, or related discipline
One to three years of experience in IT support, with technical proficiency in a broad range of software and hardware. Medical environment a plus.
Impeccable customer service skills
Must be able to multi-task and prioritize well
Experience using ticketing system to track incidents
Excellent writing and communication skills
Demonstrated problem-solving ability
Broad range of network and desktop knowledge
Ability to give verbal instruction patiently to non-technical users
Knowledge of current PC and mobile computing technology
Familiarity with Cisco, ServiceNow, Windows Active Directory, Microsoft Exchange, Remote Assist, DameWare
Desktop: Windows Server 2003/2008, 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, Dell Latitude laptops and Dell/Intermec/HP printers
Protocols: TCP/IP, HTTP, Ethernet
Technologies: CITRIX, DHCP, VPN, VDI, VMware, Cisco hardware, encryption, security, SCCM, and many clinical IT applications

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