Hospital Field IT Support Technician — Tier 2 (On-Site)

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

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.