Senior IT Services Technician (Hybrid) – AI‑Driven Support

Imprivata

Waltham (MA)

Hybrid

USD 54,000 - 61,000

Full time

14 days+

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Job summary

Imprivata in Waltham, MA is seeking a Sr. IT Services Technician. This hybrid role provides advanced end-user device support across Windows, MacOS, Linux, and mobile devices, with a focus on security and reliable service delivery.

You will mentor teammates and collaborate with cross-functional groups to resolve complex issues. The ideal candidate has 5+ years of hands-on experience, a technical degree or equivalent, and strong knowledge of enterprise tools like Microsoft 365, VMware, Azure/Entra

Qualifications

5+ years of hands-on technical support across PC, Mac, Linux, and mobile devices.
Bachelor’s degree in a technical field or equivalent relevant experience.
Proficiency with Microsoft 365, VMware, wireless tech, Ubuntu/Linux, Azure/Entra ID, Cisco VPN, and AI tools.

Responsibilities

Deliver advanced support for Windows, MacOS, and Linux systems, mobile devices, network hardware, and asset tools.
Investigate and resolve complex technical issues across endpoints and user environments.
Mentor IT team members and assist with escalated issues requiring deeper expertise.
Collaborate with cross-functional teams and third-party vendors to resolve challenges.
Respond to requests via phone, email, and ticketing systems and prioritize by urgency.
Document troubleshooting steps and create SOPs and knowledge bases.
Analyze ticket trends to identify proactive improvements.
Set up user accounts and devices for new hires and onboarding.
Educate users on IT policies, security protocols, and best practices.