Impactful IT Service Desk Specialist

Beth Israel Lahey Health; United States; On-site; USD 29,000 - 50,000; Full time

Job summary

A High School diploma or GED and 1–3 years of enterprise service desk experience are required; familiarity with ServiceNow or Remedy is preferred.

Qualifications

• High School diploma or GED required.
• 1–3 years in a Service Desk/IT Support role for a large enterprise.
• Experience with Windows 10 and macOS; iOS/Android devices.
• Strong knowledge of ITSM systems (ServiceNow or Remedy) and Microsoft infrastructure.
• Familiar with Active Directory, Exchange, and Office 365.
• Hardware knowledge of Dell, Apple, HP, Ricoh desirable.
• Knowledge of EHR, Oracle PeopleSoft or Workday desirable.

Responsibilities

• Respond to calls, emails, and tickets within guidelines; log and track incidents.
• Provide Level 1 support and meet SLAs, escalating when needed.
• Coordinate with teams for timely resolution and incident management.
• Diagnose and resolve desktop and peripheral issues; manage login, profiles.
• Support IT security best practices and contribute to the knowledge base.
• Participate in training and cross-training across IT teams.

Skills

Customer service

Troubleshooting

Communication

Windows 10

macOS

Education

High School diploma or GED

Tools

ServiceNow

Remedy

Active Directory

Office 365

Citrix

Job description

A High School diploma or GED and 1–3 years of enterprise service desk experience are required; familiarity with ServiceNow or Remedy is preferred.