IT Service Desk Specialist — Tier 1 Support

Beth Israel Lahey Health

Boston (MA)

On-site

USD 29,000 - 50,000

Full time

2 days ago

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Job summary

Beth Israel Lahey Health is seeking a Service Desk Analyst in Boston, MA to deliver world-class Tier 1 IT support across the organization. You will manage incidents and service requests, assist users with Windows, macOS, and Office 365, and work through ITSM tickets with a focus on customer satisfaction.

Responsibilities include triaging, diagnosing, and resolving issues, while escalating complex problems to higher levels.

Qualifications

1-3 years in a Service Desk/IT Support role supporting a large enterprise.
Experience with MS Windows and MS Office environments.
Familiarity with ITSM ticketing systems (e.g., ServiceNow, Remedy).
Strong customer service focus and ability to communicate with diverse users.

Responsibilities

Respond to calls, emails, work orders, or alerts within defined SLAs.
Provide Level 1 desktop and peripheral support; triage and escalate when needed.
Troubleshoot OS and login issues, including password and access problems.
Assist with network basics (IP, DNS) as part of incident diagnosis.
Document actions and resolutions in the ITSM tool.
Assist with the knowledge base and cross-training opportunities.
Participate in incident management and proactive problem avoidance.
Engage with teams to ensure timely and accurate service delivery.