Field Services Analyst I

Job Title: Field Services Analyst I

Location: System Business Office

Department Name: IT&S Service Management

Req #: 0000266710

Status: Hourly

Shift: Day

Pay Range: $26.66 - $37.05 per hour

Pay Transparency:

The above reflects the anticipated hourly wage range for this position if hired to work in New Jersey.

The compensation offered to the candidate selected for the position will depend on several factors, including the candidate's educational background, skills and professional experience.

The Field Services Analyst I provides front-line technical support for employees and standard endpoint devices across RWJBarnabas Health. This position troubleshoots common hardware, software, connectivity, mobile device, and peripheral issues while delivering timely and professional customer service.

Working under the guidance of senior IT staff, the Field Services Analyst I also supports IT Asset Management (ITAM) processes by maintaining accurate device and asset information in ServiceNow HAM Pro. This position provides onsite and remote technical support and travels between RWJBarnabas Health locations based on business needs.

• Providing onsite and remote technical support for Windows 11 computers, laptops, mobile devices, printers, and other endpoint technology
• Troubleshooting hardware, software, Microsoft 365, basic network connectivity, and peripheral issues
• Supporting Microsoft Outlook, Teams, Excel, Word, PowerPoint, and other standard business applications
• Resolving incidents and service requests while documenting troubleshooting steps and outcomes in ServiceNow
• Supporting PCs, thin clients, Apple devices, printers, scanners, signature pads, and other customer and clinical technologies
• Assisting with device installations, moves, changes, refreshes, and department relocations
• Maintaining accurate IT asset information in ServiceNow HAM Pro, including device assignment, location, status, asset tags, and serial numbers
• Providing basic AV and conference room support, including displays, audio, Microsoft Teams, and related meeting technology
• Performing proactive rounding and floor support to identify technology issues and assist customers
• Supporting technology go-lives, upgrades, emergency response activities, and other IT initiatives

• You enjoy troubleshooting technology and helping people solve technical problems
• You are interested in building your career in field services, desktop support, or healthcare IT
• You are comfortable providing hands-on support for computers, mobile devices, printers, and other endpoint technology
• You can explain technical information clearly to both technical and non-technical users
• You are organized and comfortable documenting your work in a ticketing system
• You can follow established troubleshooting procedures and recognize when an issue should be escalated
• You are comfortable traveling between RWJBarnabas Health locations as needed

• High school diploma or equivalent
• Working knowledge of Microsoft Windows, including Windows 11, and Microsoft 365
• Basic endpoint hardware, software, and application troubleshooting skills
• Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, Wi-Fi, and physical connectivity
• Familiarity with laptops, PCs, thin clients, mobile devices, printers, scanners, and other common endpoint technologies
• Strong customer service, communication, organization, and problem-solving skills
• Ability to follow documented incident, service request, and IT support processes
• Valid New Jersey driver's license, reliable transportation, and ability to travel between RWJBarnabas Health locations as needed
• CompTIA A+ certification or ability to obtain certification within an agreed-upon timeframe

Preferred Qualifications:

• 0-2 years of field services, desktop support, help desk, or related IT support experience
• Associate's or bachelor's degree in Computer Science, Information Systems, Business Administration, or a related field
• Experience with ServiceNow and/or ServiceNow HAM Pro
• Experience supporting IT Asset Management (ITAM) processes
• Experience supporting a large or multi-site organization
• Healthcare IT experience
• Familiarity with Apple devices, including iPhone, iPad, MacBook, and iMac
• Basic experience with Microsoft Teams, Zoom, AV, or conference room technology
• Entry-level certifications such as Microsoft, HDI, or ITIL

At RWJBarnabas Health, our market-competitive Total Rewards package provides comprehensive benefits and resources to support our employees' physical, emotional, social, and financial health.

• Paid Time Off (PTO)
• Medical and Prescription Drug Insurance
• Dental and Vision Insurance
• Retirement Plans
• Short & Long Term Disability
• Life & Accidental Death Insurance
• Tuition Reimbursement
• Health Care/Dependent Care Flexible Spending Accounts
• Wellness Programs
• Voluntary Benefits (e.g., Pet Insurance)
• Discounts Through our Partners such as NJ Devils, NJ PAC, Verizon, and more!

RWJBarnabas Health is the premier health care destination providing patient-centered, high-quality academic medicine in a compassionate and equitable manner, while delivering a best-in-class work experience to every member of the team. We honor and appreciate the privilege of creating and sustaining healthier communities, one person and one community at a time. As the leading academic health system in New Jersey, we advance innovative strategies in high-quality patient care, education, and research to address both the clinical and social determinants of health.

RWJBarnabas Health aims to truly make a unique impact in local communities throughout New Jersey. From vastly improving the health of local residents to creating educational and career opportunities, this combination greatly benefits the state. We understand the growing and evolving needs of residents in New Jersey, whether that be enhancing the coordination for treating complex health conditions or improving community health through local programs and education.

Equal Opportunity Employer

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