Field Support Technician

Jobtailor; Burlington (MA); On-site; USD 55,000 - 75,000; Full time

Job summary

Beth Israel Lahey Health is seeking a Tier 2 IT support specialist to provide in-person field support across BI Lahey Health entities. You will handle Tier 2 issues, log and triage incidents, and ensure SLAs are met, with strong emphasis on desktop, network, and security troubleshooting.

You will also resolve application performance issues, support mobile devices, and participate in ongoing training. Travel to Mount Auburn Hospital and other sites is required.

Qualifications

• 1–3 years related work experience; 2+ years in a large enterprise IT support role

Responsibilities

• Provide Tier 2 in-person field support across Beth Israel Lahey Health entities and affiliates
• Provide Level 1 basic-to-intermediate support while meeting SLAs and customer demands
• Log, triage, resolve, and incidents using the ITSM ticketing system
• Diagnose and resolve desktop and peripheral interoperability, OS security, system access, password, authentication, profile, group policy, and local configuration issues
• Support PCs, printers, peripherals, mobile devices, operating systems, software applications, and vendor devices
• Provide network-related support, including IP and DNS
• Troubleshoot and resolve clinical and core application performance, access, and interoperability issues
• Use remote tools to assess and diagnose problems and perform fixes and installations
• Identify potential IT security vulnerabilities and threats
• Participate in training, vendor seminars, cross-training, and Service Desk escalation support
• Contribute to knowledge-base processes, procedures, and standardized workflows
• Maintain accurate and timely ITSM ticket updates
• Provide on-call and after-hours support
• Travel throughout BILH hospital locations, primarily covering Mount Auburn Hospital with cross-coverage as needed

Skills

Desktop Support

Network Fundamentals

Citrix Systems

Active Directory

Exchange

Remote Tools

Technical Troubleshooting

System Configuration

Interoperability Issues

Password Management

Written Communication

Oral Communication

Customer Interaction

Problem-Solving

Ability to Learn Quickly

Education

High School diploma or GED

A+ Certification

Tools

ServiceNow

Remedy

MS Windows

MS Office

IOS

Android

Dell Hardware

Apple Hardware

HP Hardware

Ricoh Hardware

Job description

• Provide Tier 2 in-person field support across Beth Israel Lahey Health entities and affiliates
• Provide Level 1 basic-to-intermediate support while meeting SLAs and customer demands
• Log, triage, resolve, ... and incidents using the ITSM ticketing system
• Diagnose and resolve desktop and peripheral interoperability, OS security, system access, password, authentication, profile, group policy, and local configuration issues
• Support PCs, printers, peripherals, mobile devices, operating systems, software applications, and vendor devices
• Provide network-related support, including IP and DNS
• Troubleshoot and resolve clinical and core application performance, access, and interoperability issues
• Use remote tools to assess and diagnose problems and perform fixes and installations
• Identify potential IT security vulnerabilities and threats
• Participate in training, vendor seminars, cross-training, and Service Desk escalation support
• Contribute to knowledge-base processes, procedures, and standardized workflows
• Maintain accurate and timely ITSM ticket updates
• Provide on-call and after-hours support
• Travel throughout BILH hospital locations, primarily covering Mount Auburn Hospital with cross-coverage as needed

Requirements

• High School diploma or GED required
• 1-3 years related work experience required; 2+ years of Service Desk/Field/IT Support experience supporting a large enterprise of end users in a complex MS Windows/MS Office environment
• A+ Certification preferred
• Windows 10 and Mac OS knowledge
• iOS and Android mobile device knowledge
• Network fundamentals knowledge, including IP and DNS
• Solid experience with Citrix Systems
• Solid experience with Microsoft infrastructure, including Windows, Active Directory, and Exchange
• Solid experience with Microsoft O365 applications
• Knowledge and experience with ITSM systems such as ServiceNow or Remedy
• Advanced technical computer skills for technical support
• Ability to learn quickly and retain knowledge of varied systems
• Written and oral communication in English
• Ability to support a large enterprise and interact with patients, families, staff, and external customers
• Preferred/desirable: Dell, Apple, HP, and Ricoh hardware; Oracle PeopleSoft; Workday; Electronic Health Record (EHR) application

Core Competencies

Demonstrates expertise in providing Tier 2 IT support across diverse environments, with a strong focus on troubleshooting, system access, and interoperability issues. Proficient in using ITSM systems and maintaining effective communication with end users and stakeholders.

Highest-signal resume keywords

• IT Support Experience
• Windows 10 Knowledge
• Microsoft O365 Applications
• A+ Certification
• ITSM Systems Knowledge

Hard Skills

• Desktop Support
• Network Fundamentals
• Citrix Systems
• Active Directory
• Exchange
• Remote Tools
• Technical Troubleshooting
• System Configuration
• Interoperability Issues
• Password Management

Soft Skills

• Written Communication
• Oral Communication
• Customer Interaction
• Problem-Solving
• Ability to Learn Quickly

Certifications & Qualifications

• A+ Certification

Industry Keywords

• IT Support
• Service Desk
• Field Support
• Clinical Applications
• Electronic Health Record (EHR)
• Oracle PeopleSoft
• Workday
• SLAs
• IT Security
• Knowledge Base

Tools & Technologies

• ServiceNow
• Remedy
• MS Windows
• MS Office
• IOS
• Android
• Dell Hardware
• Apple Hardware
• HP Hardware
• Ricoh Hardware