About Us:

As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Founded by Brigham and Women’s Hospital and Massachusetts General Hospital, Mass General Brigham supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research.

We’re focused on a people-first culture for our system’s patients and our professional family. That’s why we provide our employees with more ways to achieve their potential. Mass General Brigham is committed to aligning our employees’ personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal development—and we recognize success at every step.

Our employees use the Mass General Brigham 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.

The Opportunity

Under the direction of the Desktop Support Manager or Desktop Support Supervisor, the Desktop Support Technician provides level 2 technical support to MGB HealthCare academic medical centers, hospitals, affiliates and medical practices, as well as, other IS Support departments for MGB HealthCare 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 MGB 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.

Position Summary

• The Individual will report to the Service Desk Manager or assigned Supervisor. The position will reside at the Brigham Hospital site and will support on/off Campus.

• At the discretion of the Manager or Supervisor, the individual may be required to travel to multiple Ambulatory Clinics in support of projects or provide support when needed. All travel from the Brigham Hospital site will be reimbursed at the MGB standard rate.

• The individual will work the assigned shift and use the MGB time clocks at the start and end of the shift to document the hours worked. The Manager/Supervisor will be notified at least 3 days prior to any planned time off. If the individual needs to be out for sickness or an emergency, they will notify the Manager/Supervisor prior to the shift starting.

• Individual will be required to support all areas of the Brigham Hospital including locations that require the use of Personal Protection Equipment, PPE. Individual will be trained in its use and will follow all precautions requiring the use of PPE. Before entering any area that requires the use of PPE individual will work with the clinical staff to ensure all policies are adhered to

• Ensure that work is carried out within agreed service levels (SLA) and in accordance with MGB and department guidelines and work across a broad range of Technologies via multiple areas of the business to support Incidents, Requests and Projects.

• Requires the use of a car, travel to different MGB Clinics and occasional after hours and weekend work.

Principal Duties and Responsibilities

• 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 MGBs’ 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 MGB HealthCare 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.

Qualifications

• One-year experience in a Customer Service focused environment, preferably in healthcare.

• One-year experience with hands-on installation, configuration, troubleshooting and repair of workstations, laptops and printers.

• Ability to frequently lift and carry hardware and supplies weighing up to 25 pounds.

• CompTIA, Microsoft or ITIL certifications are a plus.

Skills/Abilities/Competencies

• Working knowledge of Windows 7 Enterprise and Windows 10 operating systems.

• Skilled knowledge of HP/Dell desktops, laptops, printers and peripheral hardware components.

• Functional knowledge of supported software: Microsoft Office 2016 and 2019, Office 365, Internet Explorer, Edge, Google Chrome, Windows Defender, McAfee Antivirus, ForeScout Network Access Control (NAC), Microsoft Local Administrator Password Solution (LAPS), USMT, SCCM and Citrix XenApp.

• Ability to perform full disk encryption using BitLocker and BitLocker key recovery.

• Strong commitment to providing superior customer service and deliver department processes and project work in a timely and accurate manner following established client and company standards.

Working Conditions

• Individual will reside at BWH Campus and respond frequently to BWH sites to support administrative offices, medical practices and affiliates across the greater Boston area.

Mass General Brigham is an Equal Opportunity Employer. By embracing diverse skills, perspectives, and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.