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Beth Israel Deaconess Medical Center Lead Technical-Desktop Analyst in Needham, Massachusetts

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Lead Technical-Desktop Analyst

Department Description:Beth Israel Deaconess Hospital-Needham (BID Needham) is a licensed 58–bed acute care hospital offering the same care as our direct affiliate Beth Israel Deaconess Medical Center (BIDMC) in your community.

This close affiliation with BIDMC, since 2000, has facilitated the clinical integration of staff and resources in emergency medicine, hospital medicine (hospitalists), cardiology, radiology, orthopaedics, general surgery, pathology and oncology. Physicians in Needham maintain very close relationships with the staff at BIDMC; so in cases where patients need to be transferred from Needham to Boston for more advanced care, there are systems in place to make that transition happen quickly.

Job Location:Needham, MA

Req ID:38741BR

Job Summary:Under the direction of the CommunityONE Director of Technology in coordination with the BID-Needham Chief Information Officer, the Lead Technical/Desktop Analyst supports all areas related to hardware environment at BID-Needham.

These areas include: Installation, management, oversight and lifecycle planning of desktop platforms, printers phones and other equipment;

Naming and management of MEDITECH devices including printers and client sessions; Support systems or projects related to the BID-Needham infrastructure and environment, these projects include new server management, wireless network configuration projects and the development of a more closely aligned relationship with BIDMC IT support; Perform as a resource in the implementation and support of standard best practices for all personal computing technologies; Providing first line support and acting as the primary contact for service requests and incidents; Lead daily prioritization and assignment of service tickets and serve as escalation point; Coordination of moves, and end user access and maintenance; and participates in On Call as tier one support escalating to tier two analysts as needed.

Essential Responsibilities:

  • Desktop Support: Develop/manage/maintain BIDN equipment, installation; problem management; perform workstation break/fix; local software installation.

  • Server Support: Coordinate with BIDMC on the management of BID Needham server architecture. Includes OS upgrade, application upgrade, backup and recover strategies.

  • Technology Projects: Manage and support projects coordinating with BIDMC Information Systems department for IS Security, Network, Messaging and other teams as necessary

  • Inventory Management: Includes EOL, replacement coordination with vendor, capital purchasing, supporting equipment; generate hardware/software quotes; receiving and storage; warranty, repair transactions; equipment disposal (recovery/transfer/ removing of data/ hard drive shredding).

  • Move Coordination: For moves within BIDN, coordinate all requirements including pc's, printers, software installations and phones/fax.

  • IS Help Desk: Maintain relationship with BIDMC help desk to routinely review operations and make adjustments as necessary. Calls from BIDN go to BIDMC help desk and are triaged to Needham desktop analyst.

  • Data Network Services: ' Local Area Network support and troubleshooting; port patching; cable management; wireless network support and troubleshooting; phone/data cabling coordination.

  • End User Maintenance/Coordination: Coordinate and maintain all users access for ITS Network and MEDITECH.

Required Qualifications:

  • Vocational or Technical training in Information Technology or Computer Science required. Bachelor's degree in Computer Science or other related program of study preferred.

  • 0-1 years related work experience required.

  • Advanced technical knowledge of desktop and laptop systems hardware and software configurations, including technical diagnostic and research skills.

  • Knowledge in Patch Management (WSUS/SMS), Anti virus/malware protection, and networking components and services such as TCP/IP protocols, DHCP, DNS technologies, and LAN/WAN topologies and transports.

  • Previous track record of working on various desktop deployment projects within a corporate environment.

  • Advanced technical computer skills as required for technical support specific to functional area and related systems.

Preferred Qualifications:

  • Dell certified technician and Mobile device management experience.

  • Experience in a hospital or health care setting.


  • Decision Making:Ability to make decisions that are guided by precedents, policies and objectives. Regularly makes decisions and recommendations on issues affecting a department or functional area.

  • Problem Solving:Ability to address problems that are varied, requiring analysis or interpretation of the situation using direct observation, knowledge and skills based on general precedents.

  • Independence of Action:Ability to follow precedents and procedures. May set priorities and organize work within general guidelines. Seeks assistance when confronted with difficult and/or unpredictable situations. Work progress is monitored by supervisor/manager.

  • Written Communications:Ability to communicate clearly and effectively in written English with internal and external customers.

  • Oral Communications:Ability to comprehend and converse in English to communicate effectively with medical center staff, patients, families and external customers.

  • Knowledge:Ability to demonstrate full working knowledge of standard concepts, practices, procedures and policies with the ability to use them in varied situations.

  • Team Work:Ability to act as a team leader for small projects or work groups, creating a collaborative and respectful team environment and improving workflows. Results may impact the operations of one or more departments.

  • Customer Service:Ability to provide a high level of customer service to patients, visitors, staff and external customers in a professional, service-oriented, respectful manner using skills in active listening and problem solving. Ability to remain calm in stressful situations.

Physical Nature of the Job:

Medium work: Exerting up to 50 pounds of force occasionally and or up to 20 pounds of force frequently. Job is physical in nature and employee needs to stand and/or move around through the majority of their shift.