Senior Field IT Support Technician (Lead & Escalation)

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 Level 2/3 in-person IT support at Mount Auburn Hospital. This on-site role ensures PC, printer, mobile device and software performance across the enterprise, with escalation to SMEs as needed and a focus on timely ticket resolution.

The candidate will mentor staff, maintain ITSM records, and uphold security best practices while delivering outstanding customer service to clinicians and staff in a large healthcare

Qualifications

• High School diploma or GED is required.
• A+ Certification is required.
• 5-8 years of Service Desk/Field/IT Support experience in a large enterprise.
• Experience with Windows 10 and macOS, iOS/Android mobile devices.
• Solid knowledge of Citrix, Microsoft infrastructure and O365.
• Experience with ITSM systems such as ServiceNow or Remedy.
• Advanced technical computer skills for complex support.

Responsibilities

• Provide Level 2/3 in-person IT support and act as escalation point.
• Log, triage, resolve, and follow up on service requests and incidents.
• Escalate to SMEs or management as appropriate and monitor SLAs.
• Diagnose and resolve desktop and peripheral issues, including OS/login problems.
• Understand network activities, IP/DNS, and security best practices.
• Train and onboard new team members and contribute to knowledge base.
• Maintain ITSM ticketing updates and standardized workflows.

Skills

Customer service

Troubleshooting

Communication

Escalation management

Team coordination

Education

High School diploma or GED

A+ Certification

Tools

Citrix

Microsoft AD/Exchange

O365

ITSM systems (ServiceNow/Remedy)

Job description

Beth Israel Lahey Health is seeking a Lead Field Support Technician to provide Level 2/3 in-person IT support at Mount Auburn Hospital. This on-site role ensures PC, printer, mobile device and software performance across the enterprise, with escalation to SMEs as needed and a focus on timely ticket resolution.

The candidate will mentor staff, maintain ITSM records, and uphold security best practices while delivering outstanding customer service to clinicians and staff in a large healthcare