Service Desk Analyst — IT Support Specialist

Beth Israel Lahey Health; Northern (KY); Hybrid; USD 30,000 - 50,000; Full time

Job summary

Beth Israel Lahey Health is seeking a Service Desk Analyst in Charlestown, MA to deliver Level 1 IT support across the organization. You will handle desktops, printers, and mobile devices, resolve incidents, and escalate when needed.

The role emphasizes customer service, strong communication, and willingness to learn while maintaining high SLA performance. Requires 1–3 years in IT support within a large enterprise and experience with Windows, macOS, and Office 365.

Qualifications

• High School diploma or GED required.
• 1-3 years related work experience in a large enterprise IT Help Desk.
• Strong knowledge of Windows 10 and macOS and mobile platforms (iOS/Android).
• Experience with ITSM systems such as ServiceNow or Remedy; familiarity with Citrix and MS infrastructure.

Responsibilities

• Responds to calls, emails, and tickets; logs incidents and requests.
• Provides Level 1 support for desktops, printers, and devices; meets SLAs.
• Escalates complex issues to appropriate teams; documents solutions.
• Diagnoses and resolves OS security issues, access controls, and password problems.
• Supports clinical and core applications; uses remote tools for issue resolution.

Skills

Windows OS

MAC OS

Office 365

Active Directory

Citrix

ITSM

Education

High School diploma or GED

Tools

ServiceNow

Remedy

Job description

Beth Israel Lahey Health is seeking a Service Desk Analyst in Charlestown, MA to deliver Level 1 IT support across the organization. You will handle desktops, printers, and mobile devices, resolve incidents, and escalate when needed.

The role emphasizes customer service, strong communication, and willingness to learn while maintaining high SLA performance. Requires 1–3 years in IT support within a large enterprise and experience with Windows, macOS, and Office 365.