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Location: Woburn, MA
Job ID: 158199-1A
Date Posted: Apr 21, 2020
Welcome to Shared Services, our team uses a coordinated approach to delivering administrative and operational services across Lahey. Our Shared Services colleagues leverage resources across the organization to ensure we provide high-quality, high-value care to the communities we proudly serve. The Shared Services team includes colleagues who focus on business and network development, legal services, facilities and real estate, human resources, information technology, finance, philanthropy and marketing and communications.
About the Job
Reporting to the Help Desk Manager, the Help Desk Specialist II, supports the customer base of Lahey Health, its entities, and affiliates over a wide range of IT support, incident management, and consulting functions. Because the mission of the Help Desk is to enable the productive use of Information Technology, the Help Desk Specialist II must be skilled in both customer service and various information technology areas.
On a day-to-day basis, the Help Desk Specialist II, provides quality desktop, software, and systems support to all Lahey Health customers, employing a high degree of customer service, technical expertise, and timeliness. This individual needs to demonstrate a high degree of creative and committed problem-solving while following departmental procedures and work flow processes. The Help Desk Specialist II, has frequent interactions with VIP and top management customers, and thus must be sensitive to the impression of the overall IT department that these interactions create.
Using the Information Technology Service Management suite Remedy, the position is responsible for all aspects of customer requests and incident management including logging, analyzing, resolving, and following up of service requests/incidents.
This position interacts with all levels of Lahey Health colleagues and thus must have superior customer relations, communications, and client service skills. The ability to empathize with customer incidents and communicate technical issues in plain English is critical.
The position requires an attitude of constant learning, curiosity, helpful engagement with clients and colleagues, and being invested in the success of the group and its services. The ability to find answers from documented solutions and research technical issues to resolution is critical.
Essential Duties & Responsibilities including but not limited to:
Skills, Knowledge & Abilities:
2nd Shift - 3:00 - 11:30PM, Tuesday - Saturday
Beth Israel Lahey Health is comprised of world-class academic medical centers and teaching hospitals, leading community hospitals, a renowned orthopedics hospital, and comprehensive ambulatory centers. Through our focus on population health, our clinically integrated network of affiliated providers, as well as vital services such as behavioral health and home care services, we are able to provide a new model of care that improves the health of all those we serve. With more than 9,000 nurses, 4,300 physicians and more than 35,000 employees, our model ensures care is highly coordinated and locally delivered, with lower costs and exceptional quality.
Beth Israel Lahey Health is committed to attracting, developing and retaining top talent in a market long recognized and revered as a global leader in health. With a team approach to care, we encourage learning and growth at all levels, and we offer competitive salaries and benefits. We adhere to the principles of a just and fair work environment for all colleagues, where respect is foundational. We strive to create a diverse and inclusive workplace that reflects the communities in which we work and serve.