Senior Desktop & Field IT Support Technician

Beth Israel Lahey Health; Boston (MA); On-site; USD 41,000 - 58,000; Full time

Job summary

Beth Israel Lahey Health is seeking a Senior Field Support Technician to deliver world-class in-person IT field services across the system. You will be the escalation point for Level 2/3 issues, log, triage, and resolve service requests, and partner with the Service Desk to ensure SLA adherence.

You will support PCs, printers, mobile devices, and standard operating systems, collaborate with colleagues, and continually expand technical skills through training and cross-training.

Qualifications

• High School diploma or GED required.
• 3-5 years of Service Desk/Field IT support in a large enterprise.
• Knowledge of Windows 10 and macOS, iOS and Android devices.
• Experience with Citrix, AD, Exchange and Microsoft O365.
• Familiarity with ITSM systems (ServiceNow or Remedy) and strong security awareness.

Responsibilities

• Provide Level 2/3 in-person IT support and escalate when needed.
• Log, triage, resolve, and follow up on service requests and incidents.
• Act as escalation SME for designated technologies and coordinate with Service Desk.
• Support PCs, printers, peripherals, and mobile devices; maintain OS/app health.
• Document processes, contribute to knowledge base, and assist training of junior staff.

Skills

Customer service

Technical support

Problem solving

Network basics

Education

High School diploma or GED

Tools

Citrix Systems

Active Directory

Exchange / O365

ITSM tools (ServiceNow/Remedy)

Job description

Beth Israel Lahey Health is seeking a Senior Field Support Technician to deliver world-class in-person IT field services across the system. You will be the escalation point for Level 2/3 issues, log, triage, and resolve service requests, and partner with the Service Desk to ensure SLA adherence.

You will support PCs, printers, mobile devices, and standard operating systems, collaborate with colleagues, and continually expand technical skills through training and cross-training.