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 to deliver on-site IT support across the enterprise. You will handle Level 2/3 tickets, mentor junior staff, and ensure SLA adherence while maintaining security practices.

Responsibilities include diagnosing desktop and peripheral issues, managing network-related tasks, and supporting clinical and standard applications. A+ certification and 5–8 years' experience are required.

Qualifications

• High School diploma or GED required.
• A+ Certification required.
• 5-8 years related IT Support experience in a large enterprise.
• Experience in MS Windows (Windows 10) and macOS.
• Solid knowledge of Citrix, AD, Exchange and O365.
• Experience with ITSM systems such as ServiceNow or Remedy.

Responsibilities

• Provide Level 2.5/3 support and supervise as needed, ensuring 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 problems.
• Handle network-related tasks including IP and DNS awareness.
• Maintain ITSM tickets accurately and update knowledge base; assist in training.
• Troubleshoot clinical and core applications; perform remote fixes and installations.
• Assist onboarding of new team members and share knowledge.
• Uphold IT security best practices to protect business continuity.

Skills

Customer service

Field support

Desktop troubleshooting

Networking basics

IT security

Education

High School Diploma/GED

A+ Certification

Tools

Citrix Systems

Active Directory

Microsoft Exchange

Microsoft 365 / O365

ServiceNow

Remedy

Job description

Beth Israel Lahey Health is seeking a Lead Field Support Technician to deliver on-site IT support across the enterprise. You will handle Level 2/3 tickets, mentor junior staff, and ensure SLA adherence while maintaining security practices.

Responsibilities include diagnosing desktop and peripheral issues, managing network-related tasks, and supporting clinical and standard applications. A+ certification and 5–8 years' experience are required.