Field Services Analyst III

Job Title: Field Services Analyst III

Location: SBC Corporation

Department Name: IT&S Service Management

Req #: 0000261645

Status: Hourly

Shift: Day

Pay Range: $34.93 - $49.34 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 Services Analyst III provides advanced technical support across multiple RWJBarnabas Health locations and serves as an escalation resource for complex endpoint, application, peripheral, AV, and connectivity issues.

This position combines hands-on field support with technical leadership, project coordination, and IT Asset Management (ITAM). The Field Services Analyst III mentors junior analysts, leads complex troubleshooting and site initiatives, and helps maintain accurate asset lifecycle data within ServiceNow HAM Pro.

As a Field Services Analyst III, a typical day may include:

• Serving as an escalation point for complex endpoint, application, peripheral, conference room AV, and connectivity issues

• Troubleshooting laptops, PCs, thin clients, Apple devices, printers, scanners, signature pads, payment devices, and Ergotron WOW carts

• Leading wired and wireless connectivity triage and partnering with Network, Telecom, vendors, and other IT teams to resolve complex issues

• Providing advanced technical support across multiple RWJBarnabas Health locations

• Performing and coordinating IMAC, device refreshes, migrations, and multi-user or departmental moves

• Maintaining accurate device and asset lifecycle information within ServiceNow HAM Pro

• Investigating IT asset discrepancies and supporting inventory reconciliation and corrective actions

• Coaching Field Services team members on troubleshooting, customer service, ITAM processes, ticket quality, and escalation procedures

• Creating and maintaining technical documentation and knowledge materials to improve first-contact resolution

• Leading site readiness, go-live support, upgrades, renovations, construction projects, and technology-related space changes

• Leading or supporting small-to-medium technical projects, including planning, scheduling, issue tracking, and stakeholder communication

• Identifying opportunities to improve service delivery, preventative maintenance, workflows, and operational performance

This Role Might Be For You If

• You are an experienced Field Services or Desktop Support professional who enjoys solving complex technical problems

• You are comfortable serving as the escalation point for high-impact technical issues

• You have strong endpoint, peripheral, wired, and wireless troubleshooting skills

• You have experience with ServiceNow, ITSM, ITAM, or HAM Pro

• You enjoy mentoring other technical support professionals without needing formal management responsibility

• You can coordinate multi-site projects, office moves, device migrations, and go-live activities

• You communicate effectively with customers, leadership, vendors, Network, Telecom, and other IT teams

To Be Considered for the Field Services Analyst III position, you must have:

• Associate’s degree in Computer Science, Information Systems, Business Administration, or related field; relevant work experience with a high school diploma may be considered in lieu of a degree

• CompTIA A+ certification

• Valid NJ driver’s license, reliable transportation, and ability to travel between RWJBarnabas Health locations

• Advanced endpoint, peripheral, application, and connectivity troubleshooting skills

• Strong wired and wireless connectivity troubleshooting and root-cause analysis skills

• Experience supporting PCs, laptops, thin clients, Apple devices, printers, scanners, signature pads, payment devices, and related endpoint technology

• Proficiency with ITSM incident, request, and problem management processes

• Experience working with SLAs, operational metrics, and technical documentation

• Experience leading small-to-medium technical projects or multi-user office/department moves

• Ability to mentor and provide technical guidance to other Field Services analysts

Preferred Qualifications

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

• 4 to 6+ years of desktop or field support experience in a large, multi-site environment

• ServiceNow HAM Pro and IT Asset Management experience

• Experience coordinating with vendors, Network, and Telecom teams

• Microsoft, HDI, ITIL, Network+, Security+, or device management platform training or certifications

• Experience supporting healthcare technology environments

• Experience with site readiness, go-lives, technology refreshes, migrations, renovations, or construction projects

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