Help Desk Support Technician I

Mass General Brigham (Enterprise Services)
United States, Massachusetts, Somerville
399 Revolution Drive (Show on map)
Apr 15, 2025
The Opportunity Help Desk Support Technician I, MGB Digital The MGB Digital Support Technician Team is growing! This teammate is responsible for providing technical support services to end users, including troubleshooting and supporting departments across our healthcare system. Essential Functions -Provide professional, efficient, and effective customer service to the end-user community, focused on routine matters. -Respond to tickets submitted by end users through online portal. -Communicate with subject matter experts via various methods including email and instant messaging applications. -Prioritize and triage calls to appropriate groups if call cannot be resolved using ITIL best practices. -Document issues and resolutions effectively and efficiently. About Us Learn from others and be inspired. Work hard to solve for unknowns. Chase solutions. Be a part of something greater. At Mass General Brigham, we know it takes a surprising range of talented professionals to advance our mission-from doctors, nurses, business people and tech experts, to dedicated researchers and systems analysts. We're helping patients get the best care possible by working on digital health experience, analyzing big data to streamline the delivery of care, and reaching out to medically complex patients to better understand their needs. Together, we're connecting premier hospitals and health professionals to help serve patients and communities with high-quality, safe, and accessible care. Mass General Brigham provides a welcoming environment to employees, patients, and families of diverse cultures, ethnic backgrounds, ages, lifestyles, and physical abilities. High School Diploma or Equivalent required Customer service experience required 1-2 years of customer service experience preferred Knowledge, Skills and Abilities for Success Ability to multitask and prioritize work demands. Strong interpersonal and communication skills. General knowledge of desktop and laptop computers, 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). Working Model M-F Eastern Business Hours Hybrid Onsite weekly required Remote working days require secure, stable, quiet, compliant working station Mass General Brigham Incorporated 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. 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.