Senior Field IT Support Technician (On-Site)

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 in Boston for full-time, on-site day-shift IT field support across the enterprise. You will act as an escalation point for Service Desk and Field Support, diagnose complex desktop and network issues, and train new staff.

The role requires 5–8 years of IT support experience, Windows/macOS expertise, and ITSM tool proficiency. A+ certification is required. This position emphasizes security and knowledge base development.

Qualifications

• High School diploma or GED is required.
• A+ certification is required.
• 5–8 years in Service Desk/Field/IT Support for large enterprise environments.
• Expert knowledge of Windows 10 and macOS; iOS/Android devices.
• Strong Citrix, Microsoft infrastructure, and O365 experience.
• Proficiency with ITSM systems such as ServiceNow or Remedy.

Responsibilities

• Provide Level 2.5/3 in-person support and escalation for complex tickets.
• Coordinate customer support issues, manage SLAs, and mentor staff.
• Diagnose and resolve desktop, OS, and network-related issues.
• Assist with device interoperability, passwords, and authentication.

Education

High School diploma or GED

A+ Certification

Tools

Citrix Systems

Windows 10

macOS

iOS and Android devices

Active Directory

Exchange

O365

ITSM systems (ServiceNow/Remedy)

Remote diagnostic tools

Job description

Beth Israel Lahey Health is seeking a Lead Field Support Technician in Boston for full-time, on-site day-shift IT field support across the enterprise. You will act as an escalation point for Service Desk and Field Support, diagnose complex desktop and network issues, and train new staff.

The role requires 5–8 years of IT support experience, Windows/macOS expertise, and ITSM tool proficiency. A+ certification is required. This position emphasizes security and knowledge base development.