Support Specialist, IS

Location: Boston Status: Full Time, Employee Job Category: IT/Software Development Relevant Work Experience: 2+ to 5 Years Career Level: Experienced (Non-Manager) Reporting to the Manager, IS Support Center, the IS Support Specialist must demonstrate in-depth knowledge and understanding of hardware (computers and printers to the component level) with skill/ability to perform preventative maintenance, repairs and installations; must demonstrate knowledge and understanding of Microsoft operating systems (versions 2000, XP, Vista, Mobile) and Mac operating systems (OS X.4, Tiger); must demonstrate knowledge and understanding of core production applications (including but not limited to Microsoft products); must acquire knowledge and understanding of BIDMC-centric clinical, financial and specialty applications with skill/ability to troubleshoot and resolve performance, access and interoperability issues; must demonstrate fundamental knowledge and understanding of networking principles, including wireless protocols, access point setup and configuration, wireless adaptor configurations, as well as mobile device configurations.Must demonstrate high-quality verbal and written communications skills, and possess an understanding of technical terminology. Must possess an ability to listen to customer and peers, to gather factual and accurate information through specific questions. Must be able to write technical documentation on troubleshooting steps and call resolution, as well as assessments on new technologies. Must aspire to learn new technologies and applications, and enhance technical and customer service skills to stay current.Must participate in providing 24X7 coverage on a rotating basis and be prepared to respond to extraordinary events that may require being recalled to the Medical Center during off-duty hours; will be required to lift, carry/transport and install computer equipment weighing up to 50 lbs. and access data jacks and connections under desks, cubicles and other office furniture. Requirements: Associate Degree related to information systems or MCSE and/or A+ Certification with a minimum 3 years experience in help desk/ desktop support arena. Standard knowledge and understanding of interoperability between various software/applications and systems; hardware devices and drivers (storage, I/O devices, client computers), desktop computing environment (central management, profiles, policies, scripts, local system configuration); network services (file and print, IP addressing, wireless protocols); security (controlling access to systems/resources, authentication, threat prevention and root-cause analysis), training (desktop applications and security awareness training) Excellent customer service skills, with ability to maintain composure and professionalism during difficult customer encounters and/or crisis situations. Technical ability and proficiency in installing, configuring and troubleshooting hardware/software/operating system/network problems/issues. Effective communication skills, both oral and written skills Enthusiastic motivated individual with the ability to work independently but productively and cohesively with the team environment. Good organizational skills with ability to prioritize work and function in a fast-paced environment Reference Code: 08-1867