Technical Support Specialist

23 hours ago


Dover, New Hampshire, United States Mass General Brigham (Enterprise Services) Full time

About Mass General Brigham (Enterprise Services)

We are a leading healthcare organization committed to delivering exceptional patient care, pioneering research, and innovative education.

Our people-first culture prioritizes patients and professional family members alike. We foster a collaborative environment that empowers employees to achieve their potential through personal development opportunities and mentorship.

Our values guide our decisions, actions, and behaviors: 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

The Technical Support Specialist will report to the Manager of Desktop Technicians at Wentworth-Douglass Hospital's main campus, supporting computer hardware at that location and offsite locations as needed.

This role provides technical support services for desktop computers, laptop computers, printers, tablets, monitors, scanners, and other peripheral devices. Services include device deployment, software installation, testing network connections, troubleshooting services, and repairs.

The Technical Support Specialist will also support Apple products and any equipment necessary for the smooth operation of the hospital. Service requests will be tracked and documented in service management software.

Key Responsibilities:

  • Provide break/fix technical support services for networked and stand-alone computing equipment.
  • Use knowledgebase articles to resolve issues when appropriate.
  • Document work performed within the service management software, including device and user data as required.
  • Prioritize issues based on urgency and escalate unresolved issues as needed.
  • Set up and configure computers and other network devices according to Mass General Brigham standards, participating in large hardware deployments, moves, and operating system rollouts.
  • Perform scheduled preventative maintenance on desktops and laptops, including re-imaging operating system software, data capture and restoration, cleaning physical hardware, replacement of broken or out-of-warranty hardware, and cable management.
  • Provide next-level technical support for Service Desk staff.
  • Complete turnover reports for the next shift.
  • Assume on-call responsibilities on a scheduled rotation.
  • Apply Mass General Brigham values to guide decisions, actions, and behaviors.

Requirements:

  • One year of experience in a customer service role.
  • Hands-on experience with installing, repairing, and troubleshooting personal computers.
  • Technical certifications are a plus.

Skills and Qualifications:

  • Strong analytical and problem-solving skills.
  • Ability to multitask and prioritize work demands.
  • Excellent interpersonal and communication skills.
  • Ability to be flexible, versatile, and adaptable in day-to-day activities.
  • General knowledge of desktop and laptop computers, printers, and other computing equipment.
  • General knowledge of operating systems (e.g., Windows) and popular software solutions (e.g., Office 365, Internet browsers).
  • General understanding of networking concepts and networking equipment, including hubs, routers, and cabling infrastructure.
  • Commitment to providing superior customer service and delivering work in a timely and accurate manner following established company standards.

Working Conditions:

  • Standard office environment with possible travel to Mass General Brigham locations.
  • May need to work in patient care areas.
  • Occasional after-hours and weekend work may be required.

Compensation: $62,500 - $82,500 per year

Location: Wentworth-Douglass Hospital, Dover, NH


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