Under direct supervision of the PI, provides advanced system-level support and troubleshooting of electronic platforms, multi-user operating systems, hardware and software tools, including maintenance and support of systems and applications for both on-site and off-site locations. Responsible for first line of support and troubleshooting based on comprehensive technical understanding of electronic systems; triages and escalates more complex support and troubleshooting issues to appropriate internal staff and resources. In addition, support and questions for installation and configuration would be useful. Develops and maintains effective and efficient processes for tracking and analyzing support inquiries and user feedback. Writes, updates, enhances, and maintains user documentation, in particular support and systems troubleshooting documentation and procedures as needed. Requires advanced knowledge of systems analysis, good customer service and problem-solving skills, attention to detail, the ability to prioritize multiple tasks, learn new tools and technologies and demonstrate excellent communication skills.
This is a per diem position. 19 hours max./week.
-2+ years of experience with core information technology, technology architecture maintenance and development, and technical support.
-Ability to carry out position with high degree of customer service, collaboration, communication and timeliness.
-Strong Information Technology skills, including hardware, software and networking.
-Excellent written and verbal communication skills
-A bachelor's degree in computer science is desired, although a similar amount of experience in a technical support role would also be considered.
BWH is an Affirmative Action Employer. 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.
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