Night Service Desk Analyst - 1st Line IT Support

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

Job summary

Beth Israel Lahey Health is seeking a Service Desk Analyst to deliver Tier 1 IT support across the enterprise from Charlestown, MA. You will log, triage, and resolve requests and incidents, assist with desktops, printers, and mobile devices, and escalate when needed.

You must operate on a night shift and meet SLAs in a dynamic healthcare IT setting. Requirements include a high school diploma, 1–3 years in a large enterprise help desk, Windows/Mac OS knowledge, and familiarity with ITSM tools

Qualifications

• High School diploma or GED required.
• 1–3 years of Service Desk/IT Support experience in a large enterprise.
• Proficient in Windows 10 and Mac OS; knowledge of mobile devices.
• Strong knowledge of network fundamentals and Microsoft infrastructure (AD, Exchange).
• Experience with ITSM systems such as ServiceNow or Remedy.
• Ability to learn quickly and research technical issues.

Responsibilities

• Respond to calls, emails, and tickets, log incidents and requests in the ITSM system.
• Provide Level 1 support for desktops, printers, and peripherals.
• Troubleshoot OS problems, logins, and authentication issues.
• Escalate to supervisor for complex incidents and follow up on resolutions.
• Assist with basic network and security-related issues and remote troubleshooting.
• Maintain knowledge base and contribute to standard workflows.

Skills

Windows OS

Mac OS

Office 365

Active Directory

Exchange

Network fundamentals

Customer service

Remote/desk support

Education

High School diploma or GED

Tools

ServiceNow

Remedy

Citrix

Microsoft Office 365

Job description

Beth Israel Lahey Health is seeking a Service Desk Analyst to deliver Tier 1 IT support across the enterprise from Charlestown, MA. You will log, triage, and resolve requests and incidents, assist with desktops, printers, and mobile devices, and escalate when needed.

You must operate on a night shift and meet SLAs in a dynamic healthcare IT setting. Requirements include a high school diploma, 1–3 years in a large enterprise help desk, Windows/Mac OS knowledge, and familiarity with ITSM tools