Client Service Analyst, ITS-Service Desk

POSITION SUMMARY:

Provides front line customer support for Boston Medical Center and affiliated organizations employees. Responds to incoming calls, emails, 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. Has good judgment. Owns customer relationship through resolution of incident. Thoroughly documents all actions in ticketing system. Has frequent interactions with all levels of personnel, therefore has impeccable customer service skills.

Position: Client Service Analyst

Department: ITS-Service Desk

Schedule: Full Time

JOB REQUIREMENTS

EDUCATION:

• Associates' Degree (or 2 years equivalent combination of formal education and/or related experience) required. Degree in Computer Science, Engineering, or related discipline preferred.

EXPERIENCE:

• At least one year of experience in IT support, with technical proficiency in a broad range of software and hardware. Medical environment a plus.

KNOWLEDGE AND SKILLS:

• 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, Sharepoint
• OS: Microsoft Windows XP/Win7, 8, Linux, Macintosh 10.6-10.7
• Hardware: Dell Optiplex desktops, Latitude laptops and Dell/Intermec/HP printers, Blackberry, iPhone, iPad
• Protocols: TCP/IP, HTTP, Ethernet
• Technologies: CITRIX, DHCP, VPN, VDI, VMware, Cisco hardware, encryption, security, SCCM, and many clinical IT applications