Lead Field IT Technician: On-Site Support & SLA Lead

Beth Israel Lahey Health; Boston (MA); On-site; USD 44,000 - 62,000; Full time

Job summary

Beth Israel Lahey Health is seeking a Lead Field Support Technician to provide Tier 2/3 on-site IT support for a large enterprise. You will manage incidents, escalate when needed, ensure SLAs, and mentor junior staff.

Based in Boston, this full-time role supports PC, printers, mobiles, and core applications across BILH entities. You will apply ITSM practices, maintain security standards, and help build knowledge bases and standardized workflows.

Qualifications

• High school diploma or GED required.
• 5-8 years experience in IT support for a large enterprise.
• Expert knowledge of Windows 10 and macOS; mobile devices (iOS/Android).
• Solid experience with Citrix, AD, Exchange, and O365.
• Experience with ITSM systems such as ServiceNow or Remedy.
• Strong customer service and communication skills.

Responsibilities

• Provide Level 2.5/3 on-site support; escalate as needed and assist supervisor.
• Review tickets, manage SLAs and coordinate with SME/management.
• Diagnose and resolve complex desktop and peripheral issues.
• Demonstrate understanding of network activities; support IP and DNS.
• Mentor junior staff and contribute to knowledge base creation.
• Maintain ITSM updates and develop standardized workflows.
• Uphold IT security best practices and threat awareness.

Skills

Customer relations

ITSM knowledge

Troubleshooting

Desktop & peripherals

Networking basics

Citrix

Active Directory

Exchange / O365

Remote troubleshooting

Vendor support

Education

High School diploma or GED

A+ Certification

Tools

Citrix Systems

Active Directory

Exchange

Microsoft 365 / O365

ServiceNow

Remedy

Job description

Beth Israel Lahey Health is seeking a Lead Field Support Technician to provide Tier 2/3 on-site IT support for a large enterprise. You will manage incidents, escalate when needed, ensure SLAs, and mentor junior staff.

Based in Boston, this full-time role supports PC, printers, mobiles, and core applications across BILH entities. You will apply ITSM practices, maintain security standards, and help build knowledge bases and standardized workflows.