About Us

Mass General Brigham IS Support Services is seeking an End User Technical Analyst to join our team that enables the highly successful and innovative research programs of the largest teaching hospitals of Harvard Medical School--Massachusetts General (MGH), Brigham and Women's (BWH), McLean, and several community and rehabilitation hospitals. The Technical Analyst, based at MGH, will act as the primary resource for end users in their daily work and interaction with technology.

As part of our team, you will be responsible for developing a technical understanding of how our end users work with their devices and applications within the Mass General Brigham secure, technical environment, consulting with them directly or through writing and providing knowledge articles that allow them to get their work accomplished. working one-on-one with end users this position identifies their technical challenges, solves the challenge, and trains/educates these personnel in the solution for their end-user computing needs. You will play a key role in troubleshooting users' issues and managing technical requests.

The Opportunity

You will work closely with other analysts, engineers, and ERIS/IS application and device service owners and play a pivotal role in end-user service support. You will be responsible for endpoint systems administration, tier 2 and 3 technical troubleshooting, and any endpoint device including mobile and print, concierge service to investigator and executive level personnel, work on project implementations, and technical training/knowledge management.

If you demonstrate a versatility of skills, ability to work independently, outstanding customer service, and an ability to help teams and projects accomplish their objectives, you will thrive. Candidates are not expected to be deeply knowledgeable in all areas but must demonstrate the ability and desire to learn. Ideal candidates thrive on variety in their daily work, on interaction with customers who are world-renowned leaders in their scientific field, and on working with a wide range of technologies in a decentralized non-standard environment.

Qualifications

Qualifications

• BA/BS degree required or equivalent combination of skills/experience/certification.

• 5+ years of technical support experience in a large, networked computing environment.

• Experience in higher education, academic medical centers, or R&D divisions within a larger company is desirable.

• Must have advanced knowledge and understanding of Mac OSX, Windows OS and in both desktop and laptop configurations and supporting Mobile devices.

• Knowledge and understanding of software packages including but not limited MS desktop office suites, scientific applications, browsers, MS Outlook and anti-virus.

• Ability to successfully negotiate and collaborate with others of different skill sets, backgrounds and levels within and external to the organization.

• Must be capable of contributing within a team, exhibit a high level of initiative, and have an eagerness to learn new end user computing technologies.

• Experience with whole disk encryption solutions (McAfee Drive Encryption, Bitlocker, File Vault).

• Demonstrated ability in providing user services to a community with diverse computing needs.

• Proficiency with using ticketing and knowledge management systems like ServiceNow.

• Knowledge in troubleshooting networking issues (Wired and Wireless) on user's devices including experience with troubleshooting VPN issues.

• Familiarity with the technical needs of cloud storage applications (Dropbox, Syncplicity, Onedrive).

• Understanding of common network protocols like DHCP, DNS, HTTP/S.

• Experience with ForeScout SecureConnector & CrowdStrike a plus.

• Experience and trained in FISMA, PII, NIST, PHI and IT Security areas.

EEO Statement

Mass General Brigham is an Equal Opportunity Employer & by embracing diverse skills, perspectives, and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law.