Network Technician Lead

As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Founded by Brigham and Women's Hospital and Massachusetts General Hospital, Mass General Brigham supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care, and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research.

We're focused on a people-first culture for our system's patients and our professional family. That's why we provide our employees with more ways to achieve their potential. Mass General Brigham is committed to aligning our employees' personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal development-and we recognize success at every step.

Our employees use the Mass General Brigham values to govern decisions, actions, and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.

Shift Lead, Network Technician

Under the direction of the Desktop Support Manager, the Desktop Support Shift Lead provides shift administration of Desktop Support Technical Team at Mass General Brigham's Corporate Offices. Provides highly skilled technical assistance and desktop support services in an enterprise LAN/WAN environment. Individual is a working supervisor responsible for direction of desktop support activities including break/fix, software installation, hardware deployment, computer encryption, printers and peripheral devices. Promotes teamwork and fosters effective communication between shifts.

Responsibilities include operational support for production systems, key business applications and desktop resources; the Partners eCare (PeC) environment, printer and workstation inventories and mappings; as well as, software installation, network connectivity testing, troubleshooting, hardware deployment, moves and changes and ticket documentation.

• Works with the Desktop Support Manager and other leaders to develop, improve and standardize desktop support procedures.

• Promote training across shifts to enhance the working environment of the team and provide redundancy of the staff.

• Train members of the desktop support team on procedures, software, applications and hardware.

• Monitors appropriate Service Now queues, dashboards and reports.

• Assign INCIDENTS & TASKS to appropriate technician resource to maximize efficiency and balance work load.

• Oversee INCIDENTS & TASKS from work in progress, to work log updates through proper resolution.

• Provide guidance to team members and make recommendations for INCIDENT & TASK resolution.

• Ensures all unresolved issues are properly escalated to the appropriate level 3 support team.

• Monitor the inventory of stock, loaners and supplies necessary to support operational activities.

• Promotes excellent customer service and ensures all team members comply with all governmental, HIPAA, MGB's Values, safety and departmental policies and practices.

• Participates in the development, planning and execution of large deployment projects and/or departmental moves of devices.

• Confirms Desktop Support technical documentation is current and readily accessible by team.

• Ensures the cleanliness and organization of Desktop Support Technician work areas.

• Occasional after hours and weekend work.

• Creating a shift schedule, designating responsibilities, and overseeing employees.

• Monitor the efficiency of team performance and ensuring that responsibilities are fulfilled.

• Notifying the manager of any concerns that may arise during the shift.

• Ensure deliveries get stored in the applicable location.

• Assist employees when questions arise.

• Provide guidance to team members.

• Deescalate issues that may arise.

• Occasional after hours and weekend work.

• Other duties as assigned

Working Conditions

Working Onsite at Assembly Row and will work in the Corporate MGB administrative offices.

Supervisor duties of FTEs and may Lead contractor

Demonstrates fiscal responsibility by effectively using Mass General Brigham and institutional resources.

Qualifications

Qualifications

• Associate's degree in a relevant field, equivalent work experience or combination of both.

• 2+ years customer service experience required.

• 2+ years technical experience required, preferably in a healthcare environment.

• Prior supervisory experience preferred

Skills and Abilities

Excellent working knowledge of desktop support models, technical workflows and procedures.

• Strong written and verbal communication skills to communicate effectively with end-users, team members, and leadership.

• Strong interpersonal skills.

• Demonstrated analytical and problem-solving skills.

• Ability to multitask and prioritize work requirements.

• Ability to be flexible and adaptable in day-to-day activities conducted in a multi-site environment.

• Ability to teach and train team in the support and troubleshooting of hardware, applications and software in a large and diverse computer network.

• Strong customer service philosophy balanced with a respect for MGB procedures and policies.

• Ability to effectively distribute work assignments to meet Service Level Agreements.

• Ability to work with spreadsheets and other Microsoft Office product

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 the law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment.