Field Services Analyst II

Job Title: Field Services Analyst II

Location: System Business Office

Department Name: IT&S Service Management

Req #: 0000250996

Status: Hourly

Shift: Day

Pay Range: $28.87 - $40.78 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.

Job Summary:

Primary role is to support and maintain RWJBarnabas Health s customers and infrastructure. Responsibilities include the coordination and fulfillment of incidents and requests through service management while adhering to organizational policies and procedures. Supports the IT Asset Management (ITAM) program by following established lifecycle processes (request, deploy, move, reclaim, retire) and maintaining accurate hardware asset records in ServiceNow HAM Pro. Must represent the company in a professional and enthusiastic manner by providing excellent customer service and supporting the company s mission/vision

Education Required:

Associate s degree in Computer Science, Information Systems, Business Administration or related field,

High School diploma and relevant work experience may be considered in lieu of a degree

Additional Education Preferred:

Bachelor s degree in Computer Science, Information Systems, Business Administration or related field,

Licensure Required:

Valid NJ driver s license and reliable transportation, with the ability to travel between RWJBH sites as needed,

CompTIA A+ certification

Additional Licensure Preferred: Entry-level industry certifications, such as Microsoft, HDI, or ITIL

Experience Required:

Working knowledge of wired/wireless troubleshooting (e,g,, IP configuration, Wi-Fi connectivity, basic DNS/DHCP checks) and ability to escalate effectively to Network/Telecom teams with complete troubleshooting details

General knowledge of desktop and customer support

Ability to coordinate tasks for small projects or office/department moves, including scheduling, communication, and documentation

Experience supporting endpoints and peripherals including laptops, PCs, thin clients, Apple devices (iPhone, iPad, MacBook/iMac), printers, document scanners, signature pads, credit card devices, and Ergotron WOW carts

Experience Preferred:

2-3 years of experience supporting large organizations in a desktop support role

Experience within the healthcare environment

Job Responsibilities (list 8-12):

Assist department manager in on-going assessment and upgrading of PCs; may research and evaluate hardware and software

Monitor and troubleshoot computer hardware and software, mobile devices, telecom, and networking problems as they occur

For network issues, gather key troubleshooting details (device info, location, SSID, IP, gateway, DNS, timestamps, scope, screenshots/errors) and escalate to Network/Telecom teams with full handoff to minimize ticket delays and SLA breaches,

Job Responsitibilites

Provide support for customer productivity software (including Windows 11 and Microsoft 365 applications such as Outlook, Teams, Excel, Word, and PowerPoint) and coordinate troubleshooting with internal teams and external vendors as required; capture clear notes, error details, and resolution steps in the ITSM ticket

Provide hands-on support for endpoint and peripheral technologies (including but not limited to laptops, PCs, thin clients, Apple iPhone/iPad/Mac devices, Ergotron WOW carts, printers, document scanners, signature pads, and credit card devices), coordinating escalation and vendor support as needed

Troubleshoot and support conference room AV and presentation needs (displays, microphones/cameras, speakers, connectivity/docking, and Teams meetings), coordinating with Facilities/AV partners and vendors to restore service for scheduled meetings, including VIP support as assigned

Provide consistent support across the RWJBH family of facilities, adapting to site-specific workflows while maintaining standards, documentation, and customer experience expectations

Provide onsite support at assigned locations and other RWJBH sites as needed based on operational and business requirements

Plan and execute small-to-medium office/department moves (adds/moves/changes) by coordinating schedules, site access, and dependencies with customers, Facilities, and vendors; tracords are updated

Prioritize work by following established priorities; ensure assignments are completed thoroughly, accurately, and within SLA guidelines

Consistently meet key metrics on incidents and requests (e,g,, SLA attainment, tickets resolved, mean time to resolve, quality, customer satisfaction)

Provide proactive rounding/floor support for assigned areas; identify trends and recurring issues and recommend improvements to reduce repeat incidents and improve customer experience

Support go-lives, upgrades, and site initiatives by coordinating activities with customers, project teams, and vendors; execute cutover tasks, provide at-the-elbow support, and communicate issues/risks promptly

Utilize approved endpoint management tools (e,g,, Tanium) within scope to support troubleshooting, software deployment/verification, and compliance checks, following documented procedures

Perform complex hardware and software break/fix on desktops and laptops, including data backup and recovery as needed; coordinate escalation to higher tiers or vendors when required

Assist customers with technical requests by troubleshooting, resolving, and escalating as required

Handle tickets by troubleshooting issues, coordinating escalations with IT teams or vendors, and maintaining clear communication and details throughout resolution until closure,

Provide guidance to conditions which must be met to fulfill requests

Follow IT Asset Management (ITAM) lifecycle processes (including IMAC/refresh) and required procedures/protocols for handling hardware requests; update ServiceNow HAM Pro to maintain an accurate asset database (e,g,, assignment, location, status, and issue date)

Support inventory control by maintaining accurate stockroom transactions and documentation in HAM Pro; participate in periodic inventory/audit activities as assigned and reconcile discrepancies through established channels

Assist with device reclamation/offboarding activities by collecting returned equipment, documenting chain-of-custody as required, and updating HAM Pro status (e,g,, In Stock, In Repair, To Be Disposed) in accordance with policy

Provide on-call and after-hours support as scheduled and respond to escalations in a timely manner

Support emergency management response activities as needed and make every reasonable effort to report to management during off-hours in emergency situations

Carry a company-provided mobile phone and respond to calls and texts in a timely manner

Assist with and/or deliver customer training and knowledge sharing on standard technologies, processes, and applications; contribute to job aids and FAQs

Monitor and acknowledge email, Microsoft Teams messages, and calendar invites in a timely manner; coordinate with stakeholders and provide updates to prevent delays in troubleshooting, scheduling, and ticket resolution

Provide thorough documentation and timely updates within the ITSM ticketing system; triage and route incidents/requests to the appropriate resolver groups, follow up on pending work, and take action to prevent ticket aging and SLA breaches

Evaluate all assets to ensure security compliance including but not limited to antivirus protection, patch management, data encryption, etc,

Perform additional duties and responsibilities as requested by management

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job,

Duties, responsibilities and activities may change at any time with or without notice,

Perform other duties as assigned

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Benefits and Perks:

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!

Choosing RWJBarnabas Health!

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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