Field IT Support Technician — Escalation & On‑Site Help

Beth Israel Lahey Health; Boston (MA); On-site; USD 32,000 - 48,000; Full time

Job summary

Beth Israel Lahey Health is seeking a Field Support Technician to deliver hands-on, in-person IT support across the enterprise. You will handle Level 1–2 requests, troubleshoot desktops, printers, mobiles, and software, and coordinate with SMEs to resolve issues in a timely manner.

Ideal candidates bring 1–3 years in Service Desk/IT Support within a large MS Windows environment, solid knowledge of Windows/macOS, Active Directory, Exchange, and O365, and strong customer service skills.

Qualifications

• 1-3 years related work experience required in 2 plus years of Service Desk/Field/IT Support experience supporting a large enterprise of end users in a complex MS Windows / MS Office environment.
• Moderate knowledge of various Operating systems (OS) including but not limited to Windows 10 and MAC OS is required.
• Knowledge of Network fundamentals is required.

Responsibilities

• Provide Level 1 support and basic to intermediate assistance; escalate to SMEs when needed.
• Log, triage, resolve, and follow up on service requests/incidents, ensuring timely updates in the ITSM system.
• Diagnose and resolve desktop and peripheral issues, including profiles, policies, and local configurations.
• Assist with network-related activities (IP, DNS) and perform remote troubleshooting/fixes.
• Support on-call/after-hours shifts and participate in ongoing IT service improvements.

Skills

Windows & macOS

Network fundamentals

Citrix Systems

Active Directory

Exchange

Office 365

ITSM familiarity (ServiceNow/Remedy)

A+ Certification

Education

High School diploma or GED

A+ Certification preferred

Tools

Citrix Systems

Active Directory

Exchange

Office 365

ServiceNow

Remedy

Job description

Beth Israel Lahey Health is seeking a Field Support Technician to deliver hands-on, in-person IT support across the enterprise. You will handle Level 1–2 requests, troubleshoot desktops, printers, mobiles, and software, and coordinate with SMEs to resolve issues in a timely manner.

Ideal candidates bring 1–3 years in Service Desk/IT Support within a large MS Windows environment, solid knowledge of Windows/macOS, Active Directory, Exchange, and O365, and strong customer service skills.