Fallon Health

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PC Technician II - Growing Health Care Organization--Great Team!

PC Technician II - Growing Health Care Organization--Great Team!

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Information Technology

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About Fallon Health:

Founded in 1977, Fallon Health is a leading health care services organization that supports the diverse and changing needs of those we serve. In addition to offering innovative health insurance solutions and a variety of Medicaid and Medicare products, we excel in creating unique health care programs and services that provide coordinated, integrated care for seniors and individuals with complex health needs. Fallon has consistently ranked among the nation’s top health plans, and is accredited by the National Committee for Quality Assurance for its HMO, Medicare Advantage and Medicaid products. For more information, visit www.fallonhealth.org.


Primary Job Responsibilities:

Provide Tier-II technical support for hardware and software problems.


This is a mid-level position within our IT Infrastructure operation requiring an organized and responsible person to provide technology support in a high paced, customer focused environment.


This person will respond to escalated incidents related to end user devices by providing hands-on expertise and/or training so to precisely address problems. Must provide high-level of customer service, articulate effectively and be respectful of business needs and its mission. An ideal candidate has the ability to comprehend quickly and to explore and recommend new IT technologies and techniques that would best serve the company. They must be well organized so to accurately manage equipment inventories and to prioritize work-loads generated by tickets as well as project-related tasks. Must be trusted to work independently with minimal direction and conduct site visits to Fallon’s Summit Eldercare locations. This position will require some off-hours support on a rotational weekly basis.



The job duties included and are not limited to the following:

  • Perform troubleshooting, diagnosis and repair for end user devices and peripheral equipment.
  • Prepare and deliver end user equipment to new hires and contractors.
  • Respond to customer requests with focus on service excellence while delivering best-fit solutions for the business needs.
  • Provide end users with clear, pertinent and considerate instructions regarding use of equipment and technology.
  • Maintain optimal and secure computing environment by performing regular end user device patching and upgrades.
  • Manage inventory of equipment, software and peripherals
  • Manage work assigned via ticket queues and project tasks timely and efficiently.
  • Contribute to team efforts in the delivery of new technologies effectively to meet project deadlines.
  • Collaborate with external business partners and supervise their service delivery.
  • Adhere to and promote Service Desk and Corporate Security policies and procedures.
  • Maintain library of technical and instructional documentation IT support teams and end-users.
  • Travel to Fallon and Summit Eldercare locations to provide hand-on support and training.



Education, Licenses, certification and experience requirements:

Education: Degree in computer science, engineering or related discipline. Other degrees will be considered with appropriate background and experience. Equivalent and work experience may be substituted in lieu of education as determined by management on a case by case basis.




  • 3-5 years hands-on experience with desktop hardware and software, peripherals and phones.
  • 2-3 years IT Service Desk Call Center experience.
  • Delivery of technology solutions as part of or leading a project team.
  • Management of end user device life cycle including purchase, inventory, maintenance and disposal.
  • Expertise in building, patching and deploying desktop images using SCCM.
  • Experience with the following technologies: Windows 10, Apple OS, Cisco, Office 365, EMM, endpoint protection, virtualization, encryption, cloud computing, identity management, two-factor authentication, IP telephony
  • Proficient with the following tools: SCCM, AirWatch, WhatsUpGold, Office 2016, ticketing systems