Field Services Analyst II

Job Title: Field Services Analyst II

Location: SBC Corporation

Department Name: IT&S Service Management

Req #: 0000261643

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.

The Field Services Analyst II provides hands-on technical support for RWJBarnabas Health customers, endpoint technology, and IT infrastructure across multiple locations. This position supports hardware, software, mobile devices, connectivity, conference room technology, and customer productivity applications while delivering a high level of customer service.

The Field Services Analyst II also supports the IT Asset Management (ITAM) program by following established hardware lifecycle processes and maintaining accurate asset information within ServiceNow HAM Pro.

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

• Providing technical support for computer hardware, software, mobile devices, telecom, networking, Windows 11, and Microsoft 365

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

• Troubleshooting basic wired and wireless connectivity, including IP configuration, Wi-Fi, DNS, and DHCP issues

• Gathering troubleshooting details and coordinating escalations with Network, Telecom, internal IT teams, and vendors

• Supporting conference room AV technology, presentations, meetings, and VIP users as assigned

• Providing onsite Field Services support at assigned locations and other RWJBarnabas Health sites as needed

• Coordinating and supporting office and department moves, system upgrades, go-lives, and site initiatives

• Managing incidents and service requests through the ITSM system while meeting documentation and service-level expectations

• Supporting hardware requests, deployments, moves, reclamations, and retirements through established ITAM processes

• Maintaining accurate hardware asset records within ServiceNow HAM Pro and assisting with inventories and audits

• Using endpoint management and security tools for troubleshooting, software deployment, patching, compliance, and device security

• Providing customer education and guidance while identifying recurring issues and opportunities for improvement

This Role Might Be For You If

• You have hands-on desktop or Field Services support experience and enjoy troubleshooting technology directly with customers

• You are comfortable supporting Windows 11, Microsoft 365, Apple devices, endpoints, and peripherals

• You understand basic wired and wireless network troubleshooting and know when to escalate to Network or Telecom teams

• You have experience working with an ITSM platform and documenting incidents and service requests

• You have experience with or an interest in IT Asset Management and ServiceNow HAM Pro

• You can coordinate technology needs for office moves, upgrades, go-lives, and smaller projects

• You enjoy working onsite with customers and traveling between locations when needed

To Be Considered for the Field Services Analyst II 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

• General desktop and customer support knowledge

• Working knowledge of wired and wireless troubleshooting, including IP configuration, Wi-Fi connectivity, DNS, and DHCP

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

• Ability to document troubleshooting and effectively escalate issues to Network, Telecom, vendors, or other IT teams

• Ability to coordinate tasks for office or department moves and small projects

• Strong customer service, communication, organization, and problem-solving skills

Preferred Qualifications

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

• 2 to 3 years of desktop or Field Services support experience within a large organization

• Healthcare IT experience

• ServiceNow HAM Pro or IT Asset Management experience

• Experience with Windows 11 and Microsoft 365 support

• Experience supporting conference room AV and VIP users

• Experience supporting go-lives, device refreshes, system upgrades, or office moves

• Microsoft, HDI, ITIL, or other entry-level industry certification

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