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Client Service Technical Analyst

Location: Boston, MA
Post Date: 4/2/2020
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.

Associates' Degree (or 2 years equivalent combination of formal education and/or related experience) required. Degree in Computer Science, Engineering, or related discipline preferred.
At least one year of experience in IT support, with technical proficiency in a broad range of software and hardware. Medical environment a plus.
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

Req ID: 14370