Endpoint Support Technician

Site : Mass General Brigham Incorporated

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

The Endpoint support Tech team at NWH consists of six technicians and one shift lead. Given the already high workload, the absence of one technician would significantly impact the level of support we provide. In addition to managing MGB devices, we also support iPads and tablets, as well as some non-MGB and MI2 devices.

We are involved in implementing hardware, software, and application upgrade projects. Due to the high demand for service and collaboration, our team must remain intact to meet these demands effectively.

Job Summary

The individual will report to the Manager or Supervisor of Endpoint Support Technicians. The position will be based at Newton-Wellesley Hospital's main campus and will typically support computer hardware at both on-site and off-site locations.

The Endpoint Support Technician I provides 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 before any planned time off. If the individual needs to be out for sickness or an emergency, they will notify the Manager / Supervisor before the shift starts.

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

Education

High School Diploma or Equivalent required or Associate's Degree Related Field of Study preferred

Can this role accept experience in lieu of a degree?

Yes

Licenses and Credentials

Experience

Experience in customer service and IT support, including hardware and software troubleshooting 1-2 years preferred and Experience in support or related technical field 0-1 year preferred

Knowledge, Skills and Abilities

• Proficient working knowledge of associated technical systems and software.
• Proficiency with associated technical systems and software.
• Solid experience with Microsoft Windows operating systems.
• Excellent troubleshooting and problem-solving abilities across IT environments.
• Proficient written and verbal communication skills.
• Outstanding customer service, interpersonal, and organizational skills.
• Demonstrated ability to multi task, prioritize, and manage competing work demands.
• Creative, detail-oriented, and adaptable in fast-paced technical environments.

Additional Job Details (if applicable)

Working Conditions

Remote Type

Onsite

Work Location

2014 Washington Street

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

Pay Range

$21.78 - $31.08 / Hourly

Grade

At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.

EEO Statement :

Mass General Brigham Incorporated is an Equal Opportunity 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. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran's Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.

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.