Site: Mass General Brigham Incorporated

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

Job Summary

Summary
Responsible for providing comprehensive endpoint support services, ensuring the smooth operation of advanced endpoint systems. Duties include deploying and configuring devices, installing and updating software, testing connectivity, performing diagnostics, troubleshooting, and making repairs. This role also includes coordinating Digital service efforts to ensure the timely resolution of technical escalation issues, maintaining hardware and software systems, and supporting end users to minimize downtime and enhance overall system performance.

Essential Functions
-Provides guidance for staff.
-Represents the team at management meetings and discussion forums.
-Participates in developing and implementing policies and procedures to enhance processes and workflows.
-Troubleshoot technical issues for end-users.
-Document work performed within the service management software; document device and user data as required.
-Prioritize and triage calls to the appropriate groups if they cannot be resolved using ITIL best practices.
-Enter transactions into the system as needed.

Qualifications

Education
High School Diploma or Equivalent required

Can this role accept experience in lieu of a degree?
No

Licenses and Credentials

Experience
Experience providing technical support, including installation, repair and troubleshooting of computers 3-5 years required

Knowledge, Skills and Abilities
- Proficient analytical and problem-solving skills.
- Ability to multitask and prioritize work demands.
- Good interpersonal and communication skills.
- Ability to be flexible, versatile, and adaptable in day-to-day activities.
- General knowledge of Phone Systems, applications, printers, and other computing equipment.
- General knowledge of operating systems (e.g., Windows, Mac OS) and popular software solutions (e.g., Office 365, Internet browsers).
- Excellent verbal and written communication skills for interacting with staff, explaining technical concepts in non-technical terms, and documenting support activities clearly.

- In-depth knowledge of macOS troubleshooting, JAMF Pro, and network configuration.

- Ability to diagnose and repair hardware/software issues for MacBook/iMac.

Additional Job Details (if applicable)

Additional Job Description

Onsite Monday-Friday 8am-4:30pm

Remote Type

Onsite

Work Location

399 Revolution Drive

Scheduled Weekly Hours

Employee Type

Regular

Work Shift

Day (United States of America)

Pay Range

$25.50 - $36.49/Hourly

Grade

At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.

EEO Statement:

0100 Mass General Brigham Incorporated is an Equal Opportunity Employer. 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. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.

Learn more about this Employer on their Career Site

Digital Support Technician, Senior

Mass General Brigham Competency Framework