IT Lead Support Tech - Brookline

Bournewood Health Systems; Brookline (MA); On-site; USD 90,000 - 130,000; Full time

Job summary

Bournewood Health Systems in Brookline, MA seeks an experienced IT Lead to deliver Tier 2 end-user support both remotely and on-site. You will lead a small team, coordinate with contractors, and drive incident resolution for OS, software, cloud services, EHR, and MDM deployments.

The role emphasizes proactive service, knowledge base development, training, and collaboration with vendors on security and infrastructure projects, with travel as needed.

Qualifications

• 5+ years in IT support with end-user focus.
• Experience leading a small team preferred.
• Experience managing Microsoft cloud services.
• MDM administration experience required.
• Strong hardware and software comprehension; advanced users.
• Ability to work independently and with contractors.

Responsibilities

• Lead Tier 2 support tickets with minimal guidance.
• Coordinate with IT Support Services to close incidents promptly.
• Maintain high customer service standards.
• Collaborate with 3rd party Support Desk to resolve issues.
• Oversee deployment and configuration of hardware and software.
• Coordinate equipment procurement from vendors.
• Assist in MDM and cloud service administration.
• Document troubleshooting and setup procedures.
• Assist in IT infrastructure, security, and app development projects.
• Provide 1-on-1 or group training including EHR support.

Skills

End user support

Team leadership

Cloud services

MDM administration

Training others

RMM tools

Project coordination

Technical documentation

Job description

POSITION SUMMARY:This lead role provides Tier 2, IT support to the end-user community remotely and in person. The role is responsible for leading a team in next level support while working closely with the Support Manager and a contracted help desk team. This role includes support for: operating systems, software, infrastructure, cloud services, MDM and EHR system. Daily efforts will include managing & delegating installation, configuration, deployment, and issue resolution for all items mentioned above, plus project planning and project execution. Travel is required.ESSENTIAL JOB FUNCTIONS:Work to manage, delegate, and resolve escalated Tier 2 support tickets with minimal guidanceCoordinate with IT Support Services to ensure incident tickets are completed correctly, and in a timely mannerDisplay and maintain a high level of team customer service satisfactionProactively collaborate with 3rd party Support Desk Service to resolve outstanding, and ongoing, issuesOversee the installation, configuration, and deployment of standard technology hardware & softwareCoordinate equipment acquisition from vendorsAssist in MDM and cloud service administration.Coordinate with IT Support Services to oversee shipping equipment to remote employees and campusesMaintain and manage an asset inventory systemControl and maintain an inventory of spare parts and computer peripherals, ordering when neededDocument relevant hardware and software instructions as it relates to troubleshooting, hardware setups, and the end user experienceAssist with project planning and installation/configuration of new technology systemsTeach others 1-on-1 in a live environment, remotely, or in a group setting. This includes EHR support and trainingContribute to maintaining a knowledge base of support issues, adding/editing information when neededContribute to the creation of in-house documentation for existing and new staff alikeAssist in IT Infrastructure projects, when neededAssist in IT Security projects and maintenance scans, when neededAssist in Application Development projects, when neededAssist IT Support Service Manager in administrative tasks, when neededMINIMUM JOB QUALIFICATIONS:5 years of experience working in IT Support, specifically an end user-facing, help desk environmentExperience as a team leader preferredExperience managing Microsoft cloud servicesExperience in MDM administrationExperience teaching others 1-on-1 or in a group settingAdvanced hardware and software comprehension, including Microsoft apps, RMM tools, Databases, and other local (or web-based) applications.Strong ability to work independently & work collaboratively with contractors, peers, and management.