1st-Line IT Support Specialist (Windows & EHR)

Beth Israel Lahey Health; Boston (MA); On-site; USD 29,000 - 50,000; Full time

Job summary

Beth Israel Lahey Health is seeking a Service Desk Analyst to deliver world-class support across the organization. You will handle logging, triaging, and resolving incidents, offering Level 1 support for desktops, printers, and mobile devices, and escalating when needed.

The role requires strong customer service skills, familiarity with Windows and macOS environments, and knowledge of ITSM tools like ServiceNow or Remedy. Join a growing IT team committed to excellence.

Qualifications

• 1–3 years in Service Desk/IT Support for a large enterprise.
• Experience supporting MS Windows / MS Office environments.

Responsibilities

• Responds to calls, emails, work orders within guidelines and logs incidents/requests.
• Provides Level 1 support with basic to intermediate troubleshooting.
• Escalates issues to Supervisor when needed.
• Diagnoses and resolves desktop and peripheral issues, including OS security, access, and authentication.
• Assists with network-related activities (IP, DNS).
• Participates in training and knowledge base improvement.
• Troubleshoots clinical/core applications and uses remote tools for assessment and fixes.
• Contributes to IT security best practices and vulnerability awareness.
• Supports creation of standardized service desk workflows and incident management processes.

Skills

Windows OS

Mac OS

Network fundamentals

Citrix

Active Directory

Exchange

Office 365

ITSM tools

Remote/desk side support

Education

High School diploma or GED

Tools

Citrix Systems

Microsoft infrastructure (Windows/AD/Exchange)

Microsoft 365/Office 365

ServiceNow

Remedy

Job description

Beth Israel Lahey Health is seeking a Service Desk Analyst to deliver world-class support across the organization. You will handle logging, triaging, and resolving incidents, offering Level 1 support for desktops, printers, and mobile devices, and escalating when needed.

The role requires strong customer service skills, familiarity with Windows and macOS environments, and knowledge of ITSM tools like ServiceNow or Remedy. Join a growing IT team committed to excellence.