Job Overview:

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. Must represent company in a professional and enthusiastic manner; by providing excellent customer service and supporting the company’s mission/vision.

Qualifications:

Required:

• General knowledge of desktop and end-user support.

Preferred:

• Bachelor’s degree in Computer Science, Information Systems, Business Administration or related field
• Experience in Healthcare
• Industry Certifications

Essential Functions:

• Assist department manager in on-going assessment and upgrading of PCs
• Monitor and troubleshoot computer hardware and software, mobile devices, telecom, and networking problems as they occur.
• 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 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.
• 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.
• 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
• Perform additional duties and responsibilities as requested by management.

Unique Requirements

• Must be able to transport information systems related equipment. Ability to lift 40+ pounds of technical equipment
• Ability to lift 40+ pounds of technical equipment
• Must be able to travel throughout RWJBarnabas Health NJ Locations

Other Duties:

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.