Boston Medical Center (BMC) is more than a hospital. It´s a network of support and care that touches the lives of hundreds of thousands of people in need each year. It is the largest and busiest provider of trauma and emergency services in New England. Emphasizing community-based care, BMC is committed to providing consistently excellent and accessible health services to all—and is the largest safety-net hospital in New England. The hospital is also the primary teaching affiliate of the nationally ranked Boston University School of Medicine (BUSM) and a founding partner of Boston HealthNet – an integrated health care delivery systems that includes many community health centers. Join BMC today and help us achieve our Vision 2030 which is a long-term goal to make Boston the healthiest urban population in the world.
Position: Senior Client Analyst
Department: Field Services
Schedule: Full Time
POSITION SUMMARY:
Primarily responsible for implementing / supporting and enhancing the Client Computing environment. Provides front line customer support for Boston Medical Center and affiliated organizations and employees.
ESSENTIAL RESPONSIBILITIES / DUTIES:
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Provide reliable and standards-based solutions to user problems according to BMC approved service level agreements
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Provides technical support (level 2 and level 3) and guidance to users
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Performs procurement of hardware, software and other technologies as needed
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Ability to lead individuals and groups
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Monitors work queue and addresses incidents and requests in order of priority insuring that defined service levels are met
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Maintains accurate documentation for all devices consistent with BMC policies and standards.
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Produce, review, and update Knowledge articles to be used by the team
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Thoroughly documents each contact with customers, and each step taken toward resolution
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Communicates status of open tickets with impacted end users
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Maintains professional knowledge of current trends and developments in the Information Technology and Healthcare field
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Install, upgrade, and configure network printing, directory structures, rights, security, software, and file services
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Perform software/hardware troubleshooting to isolate and diagnose common problems.
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Make field visits as needed to resolve customer issues in a timely manner
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Escalate issues to appropriate on-call resources based on established procedures
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Share technical knowledge with other Tier 1 colleagues
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Attend training session and possibly assist in training workshops
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Participate in team projects as required. Assist in special product-related issues as needed
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Participates in activities to evaluate new technology developments and applications
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Conforms to hospital standards of performance and conduct, including those pertaining to patient rights
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Follows established hospital infection control and safety procedures
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Perform other duties as needed.
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Will require on-call coverage and minimal travel responsibilities
Must adhere to all principals of BMC’s RESPECT behavioral standards
JOB REQUIREMENTS
EDUCATION:
Associates Degree or equivalent May substitute an equivalent combination of education and experience
CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:
Certification in one or more of the following: A+, Network+, Security+ strongly required
Microsoft Certified
ITIL Foundations certification required
EXPERIENCE:
Minimum of five years of experience in IT support, with technical proficiency in a broad range of software and hardware. Healthcare experience a plus.
KNOWLEDGE AND SKILLS:
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Impeccable customer service skills
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Demonstrated ability to work independently
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Experience using ticketing system to track incidents. Service Now knowledge preferred.
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Excellent writing and communication skills
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Demonstrated problem-solving ability
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Broad range of network and desktop knowledge
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Working Knowledge of current PC and mobile computing technology
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Ability to give verbal instruction patiently to non-technical users
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Microsoft BackOffice products
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Working experience with Cisco, ServiceNow, Windows Active Directory, Microsoft Exchange, Remote Assist, DameWare
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Desktop: Microsoft Office 2003/2010, McAfee Enterprise anti-virus and Microsoft Explorer 7-10
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OS: Microsoft Windows XP/Win7, 8, Linux, Macintosh 10.6-10.7
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Hardware: Dell Optiplex desktops, Latitude laptops and Dell/Intermec/HP printers
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Protocols: TCP/IP, HTTP, Ethernet
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Technologies: CITRIX, DHCP, VPN, VDI, VMware, Cisco hardware, encryption, security, SCCM, and many clinical IT applications
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Equal Opportunity Employer/Disabled/Veterans
Top Skills
What We Do
Boston Medical Center, located in Boston’s historic South End, is a private, not-for-profit, 567-bed, academic medical center and the primary teaching affiliate for Boston University School of Medicine.
Recognized for its high-quality, nationally ranked and comprehensive medical care for the entire family, patients have access to the most current treatment and advancements at BMC. BMC physicians lead the way in pioneering new therapies that impact the care of patients locally and worldwide.
In 2013, BMC made the decision to invest in a four-year campus redesign that includes additions to buildings, upgrades to existing structures, and an expansion of the Emergency Department. Once completed, the redesign will provide clinical workspaces with state-of-the-art facilities and equipment to solve BMC's most pressing care delivery needs.
Already complete, the hospital’s Shapiro Center is Boston’s newest outpatient care facility and features a quarter-million square feet of clinic space, key support services, one of the region’s most technologically advanced pharmacies, and a bright, spacious café. Housed in a facility that provides world-class, patient-centered care at every visit, BMC doctors are among the best in their field. Many are recognized annually as “Top Doctors” in their medical and surgical specialties by publications such as U.S. News & World Report and Boston magazine.
Boston Medical Center is also the largest safety net hospital in New England and extends into the community as a founding partner of Boston HealthNet, a network of 15 community health centers throughout Boston serving more than a quarter million people annually.
No matter whom you meet at BMC, all are committed to providing every patient and family member with the highest quality of care, respect, warmth and compassion.
