Service Desk Specialist: Tier 1 IT Support

Beth Israel Lahey Health; Boston (MA); On-site; USD 29,000 - 50,000; Full time

Job summary

Beth Israel Lahey Health is seeking a Service Desk Analyst to deliver world-class IT support across the organization from Boston-area locations. The role handles logging, triaging, resolving, and following up on requests and incidents for desktops, printers, and mobile devices, using ITSM tooling and documented processes.

You will work to meet SLAs, resolve basic to intermediate issues, and escalate complex problems.

Qualifications

• 1–3 years of Service Desk/IT Support experience in a large enterprise environment.
• Proficient with MS Windows and MS Office environments.
• Experience with ITSM systems such as ServiceNow or Remedy.
• Knowledge of basic networking concepts (IP/DNS) and security basics.
• Willingness to learn and adapt in a healthcare IT setting.

Responsibilities

• Log, triage, resolve, and follow up on service requests and incidents.
• Provide Level 1 support for desktops, peripherals, and mobile devices.
• Escalate issues to supervisors when needed and track progress.
• Troubleshoot OS issues, login/authentication, and access problems.
• Support clinical and core applications and perform remote diagnostics.
• Maintain knowledge base and contribute to process improvements.
• Support incident management procedures and participate in training.

Skills

Customer service

Communication

Problem solving

Education

High School diploma or GED

Tools

Windows 10

Mac OS

iOS/Android

Citrix Systems

Active Directory

Exchange

Office 365

ServiceNow

Remedy

Dell hardware

Apple hardware

Ricoh hardware

PeopleSoft

Workday

EHR systems

Job description

Beth Israel Lahey Health is seeking a Service Desk Analyst to deliver world-class IT support across the organization from Boston-area locations. The role handles logging, triaging, resolving, and following up on requests and incidents for desktops, printers, and mobile devices, using ITSM tooling and documented processes.

You will work to meet SLAs, resolve basic to intermediate issues, and escalate complex problems.