Position Overview
MGH is seeking a reliable and service-oriented Network Technician I to support the COVID Surge Project, a critical initiative funded by Mass General Brigham (Partners). This role provides hands-on technical support for desktops, laptops, printers, and peripheral devices across the hospital. The technician will handle break / fix issues, equipment setup, troubleshooting, and device deployment to ensure seamless support for clinical and administrative staff. Candidates must have prior desktop support experience and a strong commitment to excellent customer service.
Key Responsibilities
- Provide break / fix technical support for networked and stand-alone desktops, laptops, printers, tablets, and related hardware.
- Install software, configure equipment, test network connections, and participate in hardware deployments and refreshes.
- Document all work performed in service management systems, ensuring accuracy and completeness of device / user information.
- Prioritize and triage issues based on urgency, escalating unresolved issues as needed.
- Perform preventative maintenance, including re-imaging, data backup / restoration, hardware cleaning, and cable management.
- Support Service Desk staff by handling escalated technical issues.
- Provide thorough shift turnover reports and participate in on-call rotations.
- Uphold Mass General Brigham values, emphasizing service, accountability, teamwork, integrity, and continuous improvement.
- Perform other duties as assigned.
Required Qualifications
One year of desktop support or customer service experience.Hands-on experience installing, repairing, and troubleshooting personal computers.Strong commitment to superior customer service.Technical certifications (A+, Network+, etc.) are a plus.Skills & Competencies
Strong analytical and problem-solving abilities.Ability to multitask, prioritize, and adapt in a fast-paced environment.Excellent communication and interpersonal skills.Working knowledge of desktop / laptop hardware, printers, and peripheral equipment.General understanding of Windows OS, Office 365, internet browsers, and common software tools.Basic knowledge of networking concepts (routers, hubs, cabling, connectivity).Familiarity with information security tools such as Windows Defender, McAfee, BitLocker, and NAC solutions.