IT Service Desk Specialist: Frontline End-User Support

Beth Israel Lahey Health; Boston (MA); On-site; USD 29,000 - 50,000; Full time

Job summary

Beth Israel Lahey Health in Boston is seeking a Service Desk Analyst (Tier 1) to deliver world-class IT support across the enterprise, logging, triaging, resolving and following up on service requests and incidents. You will provide Level 1 desktop, mobile, and software support for Windows and macOS, assist with Active Directory and Office 365, and work to meet SLAs while expanding your technical skills.

A High School diploma and 1–3 years in a large enterprise support role are required;

Qualifications

• High School diploma or GED required.
• 1–3 years in a Service Desk/IT Support role for a large enterprise.
• Strong knowledge of Windows 10 and macOS, with mobile device support.
• Familiarity with ITSM tools such as ServiceNow or Remedy.

Responsibilities

• Respond to calls, emails, and tickets within SLA.
• Provide Level 1 desktop, printer, and peripherals support.
• Diagnose and resolve basic OS and authentication issues.
• Escalate complex problems to higher-level teams when needed.
• Assist with remote access and network-related inquiries.

Skills

Customer service

Communication skills

Windows OS

Mac OS

Office 365

Networking basics

Education

High School diploma

Tools

ServiceNow

Remedy

Active Directory

Office 365

Job description

Beth Israel Lahey Health in Boston is seeking a Service Desk Analyst (Tier 1) to deliver world-class IT support across the enterprise, logging, triaging, resolving and following up on service requests and incidents. You will provide Level 1 desktop, mobile, and software support for Windows and macOS, assist with Active Directory and Office 365, and work to meet SLAs while expanding your technical skills.

A High School diploma and 1–3 years in a large enterprise support role are required;