Primary role is to support and maintain RWJBarnabas Health s users and infrastructure. Responsibilities include the coordination and fulfillment of incidents and requests through service management while adhering to organizational policies and procedures.
Assist department manager in on-going assessment and upgrading of PCs; may research and evaluate hardware and software.
Monitor and troubleshoot computer hardware and software, mobile devices, telecom, and networking problems as they occur.
Prioritize problems by following established priority, ensures all jobs are completed as scheduled or requested within SLA guidelines. Assignments should be completed thoroughly in an accurate, prompt, and neat manner.
Must consistently meet key metrics on incidents and requests: tickets per month, tickets resolved within SLA, mean time to resolve, etc.
Assists with the day-to-day maintenance of RWJBH PCs.
Perform advanced hardware and software repair procedures on desktop and laptop computers, performing data backup and recovery as needed.
Assist employees with technical requests by troubleshooting, resolution, and escalation if required. Provide guidance to conditions which must be met to fulfill requests.
Must follow IMAC process; the proper procedures and protocols on handling hardware and software requests, refresh, and maintaining the asset database.
Evaluate all assets to ensure compliance including but not limited to: antivirus protection, patch management, data encryption, etc.
Available for on-call and after hours support and responding to escalations in a timely manner. Carry company provided mobile phone, and answer your phone, texts in a timely manner.
Perform training to staff and customers on various technology topics, including hardware configurations, processes, and applications.
Provide thorough documentation and timely updates within ITSM ticketing system
Bachelor s degree preferred.
Experience in healthcare field helpful but not required.
Industry certifications preferred.
At least 2-3 years of experience supporting large organizations in a desktop support role.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.