Senior Field IT Support Pro: End-User Tech Champion

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 tier 2 and 3 in-person support across the enterprise. You will handle escalations, triage issues, and resolve incidents for PCs, printers, and mobile devices, while maintaining ITSM ticket updates and knowledge base content.

The role requires strong customer service, Windows/Mac OS expertise, network fundamentals, and the ability to train junior staff. Based in Boston, you'll join a growing IT team at BILH.

Qualifications

• 3-5 years of IT support in a large enterprise.
• Experience supporting MS Windows and MS Office.
• Knowledge of OSs including Windows 10 and macOS.
• Knowledge of mobile devices (iOS, Android) and network fundamentals.
• Experience with ITSM systems (ServiceNow or Remedy).
• Strong documentation and training abilities.

Responsibilities

• Provide Level 2 support and escalate when needed.
• Log, triage, and resolve service requests and incidents.
• Escalate to SMEs and manage tickets in ITSM system.
• Support PCs, printers, peripherals, and mobile devices.
• Assist with onboarding and training of junior staff.
• Maintain knowledge base and standardized workflows.
• Ensure timely updates to ITSM tickets.

Skills

Customer service

Windows OS

Networking basics

Active Directory

Mobile devices

Troubleshooting

Documentation

Teamwork

Education

High School diploma or GED

A+ Certification

Tools

Citrix Systems

Active Directory

ServiceNow

Remedy

Microsoft Office 365

Windows Server

Job description

Beth Israel Lahey Health is seeking a Senior Field Support Technician to deliver tier 2 and 3 in-person support across the enterprise. You will handle escalations, triage issues, and resolve incidents for PCs, printers, and mobile devices, while maintaining ITSM ticket updates and knowledge base content.

The role requires strong customer service, Windows/Mac OS expertise, network fundamentals, and the ability to train junior staff. Based in Boston, you'll join a growing IT team at BILH.