Network Technician

About Us

As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Founded by Brigham and Women's Hospital and Massachusetts General Hospital, Mass General Brigham supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care, and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research.

We're focused on a people-first culture for our system's patients and our professional family. That's why we provide our employees with more ways to achieve their potential. Mass General Brigham is committed to aligning our employees' personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal development-and we recognize success at every step.

Our employees use the 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.

The Opportunity

The Network Technician will report to the Manager or Supervisor of Desktop Technicians. The position will reside at the Wentworth-Douglass 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.

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.

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

Principal Duties and Responsibilities:

* 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 the 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

Qualifications

* One year of experience in a customer service role

* Hands-on experience with the installation, repair, and troubleshooting of personal computers

* Technical certifications a plus

Skills/Abilities/Competencies Required:

* 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* General understanding of information security concepts and software (e.g., Windows Defender, McAfee AntiVirus, BitLocker, ForeScout Network Access Control)

* 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 the potential of travel to Mass General Brigham locations.

* May need to work in patient care areas.

* Occasional after-hours and weekend work. May be responsible for covering some shifts alone.

* While performing the duties of this job, the employee is frequently required to sit; talk; or hear; use hands to finger; handle; or feel; reach with hands and arms. The employee is occasionally required to stand; walk; and stoop; kneel; or crouch. The employee must frequently lift and/or move up to 5 pounds and occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision and depth perception.

* The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is quiet to moderate.

Mass General Brigham 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.