Job Title: Field Services Analyst III

Location: RWJ - New Brunswick

Department Name: IT&S Service Management

Req #: 0000256010

Status: Hourly

Shift: Day

Pay Range: $35.00 - $46.63 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.

The Field Service Analyst provides advanced desktop and technical support to the RWJBarnabas Health end-user community while maintaining a high level of customer service and satisfaction. This role supports the implementation and ongoing needs of IT Service Management Field Services and serves as a resource to other Field Service Analysts through coaching, mentoring, training, and technical guidance.

The Field Service Analyst works closely with Field Service leadership and System IT&S Site Directors to support reliable technology operations, evaluate key performance indicators, assist with projects and initiatives, and ensure our teams and customers receive responsive, effective technical support.

As a Field Service Analyst, a Typical Day May Include

• Providing desktop and technical support to end users across RWJBarnabas Health.
• Troubleshooting and resolving hardware, software, mobile device, telecommunications, and networking issues, escalating when necessary.
• Performing advanced hardware repair procedures on desktop and laptop computers.
• Supporting the day-to-day maintenance and health of PCs and related technology.
• Assisting the Field Service Manager with collecting, monitoring, and analyzing key performance indicator (KPI) data.
• Supporting asset management and software license management activities.
• Assisting with the ongoing assessment and upgrading of PCs, including researching and evaluating hardware and software solutions.
• Coaching, mentoring, and providing technical guidance to Field Service Analysts.
• Providing training and onboarding support for newly hired Field Service Analysts.
• Training staff and customers on technology topics, hardware configurations, processes, database maintenance, and applications.
• Leading and managing assigned tasks and projects.
• Participating in architecture assessments and technology initiatives.
• Maintaining current technical, policy, process, and procedure documentation.
• Supporting the security and health of network and hardware environments, including antivirus protection, patch management, and data encryption.
• Staying informed of current technology trends, tools, and best practices.
• Working closely with the Field Service Manager and System IT&S Site Director to maintain a high level of customer satisfaction through communication, prioritization, and appropriate escalation.
• Providing off-hours support as needed.
• Performing additional duties and responsibilities as requested by management.

This Role Might Be For You If

• You enjoy solving complex technical problems while providing an excellent customer experience.
• You are comfortable troubleshooting a variety of hardware, software, mobile device, telecommunications, and networking issues.
• You can balance hands-on technical support with project responsibilities, documentation, and performance monitoring.
• You enjoy coaching and mentoring other technical professionals and helping newer team members develop their skills.
• You are comfortable taking ownership of assignments and leading tasks or projects through completion.
• You can communicate effectively with technical teams, leadership, and end users at varying levels of technical knowledge.
• You are organized, responsive, and able to prioritize multiple technical issues and requests in a large organization.
• You are interested in keeping up with evolving technologies and applying new knowledge to improve IT support services.

To Be Considered for the Field Service Analyst Position, You Must Have:

• At least 2–3 years of experience supporting a large organization in a desktop support role.
• Experience working within a healthcare environment.
• Knowledge of desktop and laptop hardware, software, mobile devices, telecommunications, and basic networking.
• Experience troubleshooting, resolving, and escalating technical issues.
• Ability to transport information systems-related equipment.
• Ability to lift 40+ pounds of technical equipment.
• Ability and willingness to travel throughout RWJBarnabas Health locations in New Jersey.
• Ability to provide off-hours support as required.

Preferred Qualifications:

• Bachelor's degree.
• Relevant industry certifications.
• Experience with asset management and software license management.
• Experience coaching, mentoring, or training technical support staff.
• Experience supporting technical projects and evaluating operational or service-related KPIs.

Why You'll Love Working With Us

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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