Senior Field IT Support Lead — On Site

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

Job summary

Beth Israel Lahey Health (BILH) is seeking a Lead Field Support Technician to deliver high-level in-person IT support across the organization. The role focuses on desktop, mobile, and printer support, with escalation to SMEs as needed.

Strong customer service and technical skills are essential for maintaining operational IT services across Mount Auburn Hospital and affiliates. The position is full-time and on-site, requiring proactive learning, problem solving, and collaboration with multiple

Qualifications

• High School diploma or GED required.

Responsibilities

• Provide Level 2.5 or 3 support; supervise tickets and SLA adherence.
• Escalate to SMEs or management when needed; act as SME for designated technologies.
• Diagnose and resolve complex desktop and peripheral issues including OS security, profiles, and access.
• Assist with network-related activities (IP/DNS) and maintain ITSM updates.
• Support clinical/core applications and perform remote troubleshooting and installations.
• Onboard and train new team members; contribute to knowledge base.

Skills

Windows OS

Active Directory

O365

Citrix

ITSM

Network fundamentals

Service Now/Remedy

Customer service

MAC OS

Education

High School diploma or GED

A+ Certification

Tools

ServiceNow

Remedy

Citrix Systems

Microsoft Exchange

Job description

Beth Israel Lahey Health (BILH) is seeking a Lead Field Support Technician to deliver high-level in-person IT support across the organization. The role focuses on desktop, mobile, and printer support, with escalation to SMEs as needed.

Strong customer service and technical skills are essential for maintaining operational IT services across Mount Auburn Hospital and affiliates. The position is full-time and on-site, requiring proactive learning, problem solving, and collaboration with multiple