Specialist, IS System Support

Merrimack Health; Lawrence (MA); On-site; USD 52,000 - 68,000; Full time

Job summary

Merrimack Health is seeking a Help Desk Systems Support Specialist to provide responsive technical support to employees, providers, and vendors. You will be the primary contact for incidents and service requests, diagnosing and resolving hardware, software, access, printing, and connectivity issues while coordinating escalation as needed.

In a fast-paced healthcare environment, you will document work clearly, maintain privacy, and restore services quickly.

Qualifications

• Associate degree or 3 years of relevant service desk/desktop support experience.
• Experience supporting users, endpoints, applications and peripherals in a medium-to-large enterprise.
• Ability to work independently, manage priorities, exercise sound judgment, escalate when appropriate.
• Ability to travel between Merrimack Health facilities; valid driver’s license may be required.
• Experience in healthcare, 24/7 operations, or highly regulated environments preferred.

Responsibilities

• Provide responsive technical support to employees, affiliated providers, vendors, and other authorized users of Merrimack Health information systems.
• Serve as the primary point of contact for incidents and service requests, diagnosing and resolving hardware, software, access, endpoint, printing, connectivity, and telecommunications issues.
• Coordinate escalation to ensure timely resolution and communication between users and technical teams.

Skills

Customer-service orientation

Active listening

Communication skills

Problem-solving

Time management

Prioritization

Collaboration

Documentation

Education

Associate degree in computer science / information technology / computer systems or related field or 3 years of relevant support experience

Tools

BMC Helix ITSM

Microsoft Intune

Citrix

Endpoint-management platform

Job description

The Help Desk Systems Support Specialist provides responsive technical support to employees, affiliated providers, vendors, and other authorized users of Merrimack Health information systems and technology services. The position serves as a primary point of contact for incidents and service requests, diagnoses and resolves hardware, software, access, endpoint, printing, connectivity, and telecommunications issues, and coordinates escalation when additional expertise is required.

The specialist works in a complex, patient-centered healthcare environment where service availability, clear communication, accurate documentation, privacy, and timely restoration of service are essential. The successful candidate is resourceful, persistent, collaborative, and able to prioritize competing needs while maintaining professional and reassuring customer experience

EDUCATION AND RELATED EXPERIENCE:

Required:

• Associate degree in computer science, information technology, computer systems, or a related field, or three years of relevant service desk, desktop support, or technical support experience. An equivalent combination of education, technical training, certifications, and experience may be considered.
• Demonstrated experience supporting users, endpoints, applications, and peripherals in a medium-size or larger enterprise environment.
• Ability to work independently within established procedures, manage priorities, exercise sound judgment, and collaborate or escalation when appropriate.
• Ability to travel between Merrimack Health facilities and affiliated locations as required. A valid driver's license and reliable transportation may be required when use of a personal or organizational vehicle is an essential function of the assigned position.
• Experience supporting a healthcare organization, 24/7 operation, or other highly regulated environment is preferred.

Preferred:

• BMC Helix ITSM or a comparable IT service management platform.
• Microsoft Intune or another endpoint-management platform; standardized device imaging, provisioning, patching, and software deployment.
• Citrix, virtual desktop infrastructure, and secure remote-access environments.
• Barcode scanners, label printers, and other healthcare endpoint technologies.
• ITIL Foundation, CompTIA A+, Microsoft fundamentals, or comparable entry-level certifications
• Strong customer-service orientation, active listening skills, empathy, professionalism, and the ability to communicate technical information in clear, user-friendly language.
• Structured troubleshooting and problem-solving skills, with the judgment to determine impact, priority, next steps, and when escalation is necessary.
• Working knowledge of Windows 11, Microsoft 365, endpoint hardware, printers, scanners, peripherals, mobile devices, and remote-support tools.
• Working knowledge of identity and access concepts, including Active Directory or Microsoft Entra ID, multifactor authentication, permissions, and secure account practices.
• Fundamental understanding of TCP/IP networking wired and wireless connectivity, VPN, DNS, DHCP, and common connectivity diagnostics.
• Ability to learn the primary workflows and operational importance of clinical, financial, and administrative applications without performing duties outside authorized access or training.
• Ability to use an IT service management platform and apply incident, request, knowledge, problem, change, asset, and escalation practices consistent with ITIL principles.
• Strong organization, time-management, documentation, and multitasking skills in a high-volume environment.
• Ability to collaborate effectively with users, peers, technical teams, leaders, vendors, and individuals with varied technical experience and communication styles.
• Ability to work independently, follow established procedures, protect confidential information, and remain composed during outages or urgent clinical events.