Job Description

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.

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