Field Services Analyst I

Job Title: Field Services Analyst I

Location: SBC Corporation

Department Name: IT&S Service Management

Req #: 0000261638

Status: Hourly

Shift: Day

Pay Range: $26.25 - $37.07 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:

The Field Services Analyst I provides front-line technical support for customers and standard endpoint devices. Works under guidance of senior staff and follows established procedures to resolve incidents and fulfill service requests. Accurately supports the IT Asset Management (ITAM) program by following required processes and policies and maintaining asset data integrity in ServiceNow HAM Pro, verifying asset tag/serial, location, and assignment). Represents the organization professionally through timely, courteous, and accurate customer service aligned to RWJBarnabas Health’s mission and values.

As a Manager of Support Services Recruiting, a typical day might include: 

• Provide courteous, timely support for customers by resolving standard incidents and requests and escalating appropriately when needed.
• Troubleshoot common endpoint issues, including hardware, software, printers, basic network connectivity, and mobile device setup, by following documented procedures.
• Support standard customer productivity software, including Microsoft Windows 11 and Microsoft 365 applications, and coordinate with internal resolver groups or vendors for troubleshooting and resolution; document actions taken and outcomes in the ticket.
• Assist with basic AV and presentation support for meetings, including connecting laptops, troubleshooting display and audio issues, and setting up Microsoft Teams meetings; escalating to the appropriate teams or vendors when needed.
• Provide onsite and remote support across RWJBarnabas Health (RWJBH) facilities as assigned, including travel between sites and flexible coverage to meet business needs.
• Perform basic add, move, and change activities, including installs, moves, adds, changes, and device refreshes under supervision.
• Assist with office and department moves and maintain accurate ServiceNow HAM Pro asset records, including assignment, location, status, asset tag or serial number verification, and documentation in accordance with ITAM policies and procedures.
• Perform proactive rounding and floor support in assigned areas to h customer assistance, and reduce repeat incidents.
• Participate in go-lives, upgrades, emergency response activities, and other major initiatives by following runbooks, completing assigned tasks, and communicating status updates and issues to leads.
• Maintain accurate documentation and timely updates in the ServiceNow ticketing system; appropriately triage, prioritize, escalate, or reassign tickets to the correct internal IT teams to prevent aging tickets and SLA breaches.
• Regularly monitor and respond to email, Microsoft Teams messages, calls, texts, and calendar invites during working hours and on-call assignments; acknowledge requests promptly and communicate status and next steps professionally.
• Perform additional duties and responsibilities assigned by management.

This role might be for you if you have the following traits: 

• Adaptability/flexibility demonstrates flexibility in response to changing end-user business needs.
• Critical thinking: the ability and willingness to approach issues with an open mind and examine ideas or concepts from multiple perspectives.
• Dependability: the ability and willingness to take ownership of work activities and ensure they are completed accurately, efficiently, and on time.
• Must be detail-oriented, have strong organizational skills, and be able to function effectively in a fast-paced environment while meeting deadlines.
• Initiative: the ability and willingness to recognize assignments or tasks that need to be completed, seek out additional assignments or tasks, and assist others as needed.
• Interpersonal skills: the ability to communicate information clearly and concisely with leadership and subject matter experts and to build trust and effective working relationships.
• Learning: the ability and willingness to learn new software, systems, and processes.
• Listening: the ability to listen attentively, allow others to finish speaking, and confirm understanding by restating key information when appropriate.
• Problem solving: the ability to gather, analyze, and interpret information from multiple sources to identify root causes, develop solutions, and help prevent recurrence.
• Resilience: the ability to persevere in difficult situations, overcome obstacles, and maintain strong performance under stressful conditions and time pressures.
• The above statements are intended to describe the general nature and level of work being performed.
• They are not intended to be an exhaustive list of all responsibilities, duties, and skills required.

To be considered for this opportunity, you must meet the following requirements:  

Education Required:

• High school diploma or equivalent 

Preferred Education:

• Associates or bachelors degree in computer science, information systems, business administration, or a related field.

Licensure Required:

• Valid NJ drivers license and reliable transportation, with the ability to travel between RWJBH sites as needed.
• CompTIA A+ certification required within an agreed-upon timeframe if not already obtained.

Additional Licensure Preferred:

• Entry-level industry certifications, such as Microsoft, HDI, or ITIL

Working Experience Required:

• Working knowledge of Microsoft Windows (including Windows 11), Microsoft 365, and common Office applications (Outlook, Teams, Excel, Word, and PowerPoint), with basic endpoint and application troubleshooting skills.
• Basic understanding of networking fundamentals, including TCP/IP, DNS, DHCP, Wi-Fi, and physical connectivity, to support troubleshooting and provide complete information for escalation.
• Strong customer service skills with the ability to communicate clearly with technical and non-technical users.
• Ability to follow documented processes, including incident and request workflows, and maintain accurate ticket documentation.
• Knowledge of customer and clinical support technologies, including laptops, PCs, thin clients, Apple devices (iPhone, iPad, MacBook, and iMac), and common peripherals such as printers, document scanners, signature pads, credit card devices, and Ergotron WOW carts.

Experience Preferred:

• 0-2 years of experience in desktop support, help desk, field support, or a related role.
• Experience supporting large organizations or multi-site environments.
• Experience in a healthcare environment.
• Basic knowledge of AV and conference room technologies, including displays, cameras, microphones, speakers, and docking or adapter connections, as well as support for Microsoft Teams or Zoom meetings.

Why You’ll Love Working Here: 
At RWJBarnabas Health, our people are at the center of everything we do. Through our Total Wellbeing promise, we offer a wide range of benefits and resources to support your physical, emotional, financial, and professional wellbeing. Highlights include: 

• Generous Paid Time Off (Vacation, Holidays, Sick Time) 

• Medical, Dental & Vision Insurance 

• Prescription Drug Coverage 

• Retirement Plans 

• Paid Parental Leave 

• Tuition Reimbursement 

• Student Loan Planning Support 

• Life and Disability Insurance 

• Wellness Programs and Flexible Spending Accounts 

• Voluntary Benefits (like Pet Insurance) 

• Discounts with local partners (e.g., NJ Devils, NJPAC, Verizon) 

• Community involvement and volunteer opportunities …and more! 

Why RWJBarnabas Health: 
RWJBarnabas Health is New Jersey’s largest and most comprehensive academic health system, committed to delivering exceptional care and creating healthier communities. We’re proud to offer a workplace that values compassion, equity, and innovation—where every team member plays a vital role. When you join us, you’re not just building a career—you’re helping to shape the future of healthcare, one person and one community at a time.