Network Technician
Partner's Healthcare

Site: Mass General Brigham Incorporated

At Mass General Brigham, we know it takes a surprising range of talented professionals to advance our mission-from doctors, nurses, business people and tech experts, to dedicated researchers and systems analysts. As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community. We place great value on being a diverse, equitable and inclusive organization as we aim to reflect the diversity of the patients we serve.

At Mass General Brigham, we believe a diverse set of backgrounds and lived experiences makes us stronger by challenging our assumptions with new perspectives that can drive revolutionary discoveries in medical innovations in research and patient care. Therefore, we invite and welcome applicants from traditionally underrepresented groups in healthcare - people of color, people with disabilities, LGBTQ community, and/or gender expansive, first and second-generation immigrants, veterans, and people from different socioeconomic backgrounds - to apply.

The Digital Support Desktop Tech team at NWH comprises six technicians and one shift lead. Given our already high workload, the absence of one technician will significantly hinder the support we provide. In addition to managing MGB devices, we also support iPads, tablets, and some non-MB devices.
Our team is responsible for implementing hardware and software projects, application upgrades, moves, and new practice setups, in addition to handling daily ServiceNow requests.
To meet the increasing demand for our services and collaboration, it is essential that the entire team is present and operational.

Job Summary
The individual will report to the Manager or Supervisor of Desktop Technicians. The position will reside at the Newton-Wellesley Hospital's main campus and will normally support the computer hardware at that location and offsite.

The Network Technician I provide technical support services for desktop computers, laptop computers, printers, tablets, monitors, scanners, and other peripheral devices. Services will include device deployment, software installation, testing network connections, troubleshooting services, and repairs. The Network Technician will also support Apple products and any equipment needed for the smooth operation of the hospital. Service requests will be tracked and documented in service management software.
The specifics associated with this role are described in the attached Position Summary.

At the discretion of the Manager or Supervisor, the individual may be required to travel to off-site locations in support of projects or provide support when needed. All travel from the main campus 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.

The Individual will be required to support all areas of the hospital including locations that require the use of Personal Protection Equipment, PPE. The 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.

Qualifications

• Provide break/fix technical support services for networked and stand-alone computing equipment

• Use knowledgebase articles, where appropriate, to resolve issues

• Document work performed within the service management software; document device and user data as required

• Prioritize issues by level of urgency and triage or escalate unresolved issues as appropriate

• Provide setup and configuration of computers and other network devices in compliance with Mass General Brigham standards; participate 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

• Provide turnover report for next shift • Assume on-call responsibilities on a scheduled rotation

• Use/s 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

• Other duties as assigned

Additional Job Details (if applicable)

Remote Type

Onsite

Work Location

2014 Washington Street

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

EEO Statement:

Mass General Brigham Incorporated 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.

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership "looks like" by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.