Vacancy expired!
Network Technician I
- Under the direction of the Manager or Supervisor, the Network Technician I provide level 2 technical support to Mass General Brigham (MGB) academic medical centers, hospitals, affiliates and medical practices, as well as, other IS Support departments for MGB managed devices. Managed devices include, but are not limited to desktop computers, laptops, thin clients, raspberry pi, tablets, monitors, printers (network, local, label, wristband and prescription), scanners (document and barcode) and other peripheral devices.
- Responsibilities include operational support for production systems, key business applications and desktop resources; the DH eCare (PeC) environment, printer and workstation inventories and mappings; as well as, software installation, network connectivity testing, troubleshooting, hardware deployment, moves and changes and ticket documentation.
- Provides break/fix technical support for networked and stand-alone MGB managed devices to comply with established Service Level Agreement. Prioritize issues by level of urgency.
- Escalates unresolved issues to appropriate level 3 IS Support Services team.
- Carries required company equipment such as Surface Go during workday and provides real-time updates of work assignments.
- Reasonably cares for company assigned equipment and uses equipment in the manner intended.
- Collaborates with other MGB IS Support Services team(s) to triage network/computer issues.
- Provides setup and configuration of network devices using standard operating system, EPIC or MGB tools. In compliance with MGB standards.
- Participates in the execution of large hardware deployments, moves and operating system rollouts.
- Performs scheduled preventative maintenance on desktop and laptop workstations including, re-imaging operating system, data capture and restoration, cleaning physical hardware, replacement of broken or out of warranty hardware and cable management.
- Capture primary user data stored on hard drive of managed devices using User State Migration Tool.
- Documents work performed in the work log of tickets and work order within ServiceNow or other ticket documentation application. Utilizes stored knowledge base articles to resolve issues.
- Use/s the Mass General Brigham (MGB) 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.
- Occasional after hours and weekend work. Responsible for covering some shifts alone.
- Assumes on-call responsibilities on a scheduled rotation.
- Other duties as assigned
- One- year experience in Customer Service focused environment, preferably in healthcare.
- Minimum six months of experience with hands-on PC or Macintosh installation, configuration, troubleshooting, and repair of workstations, laptops and printers.
- Ability to frequently lift and carry supplies and equipment weighing up to 25 pounds.
- Strong analytical and problem-solving skills
- Ability to multitask and prioritize work requirements
- Excellent interpersonal and communication skills
- Ability to be flexible, versatile and adaptable in day-to-day activities conducted in a multi-site environment.
- Knowledge of repair of Client based PC hardware
- Knowledge of Client printers
- Knowledge of basic data communications networking equipment, including hubs, routers and cabling infrastructure and wireless networking
- Knowledge of LAN and internetworking protocols: TCP/IP, netBEUI, Netbios, AppleTalk
- General knowledge of supported software packages: MS Office, Exchange, Microsoft
- Explorer, Smartterm Emulation, MS Project
- General knowledge of desktop operating environments: Windows 7, Windows XP
Vacancy expired!