Tier 1 IT Help Desk Specialist

Beth Israel Lahey Health; United States; On-site; USD 29,000 - 50,000; Full time

Job summary

Beth Israel Lahey Health, Inc. (BILH) is seeking a Service Desk Analyst to provide Tier 1 support across the enterprise. You will log, triage, resolve, and follow up on service requests and incidents using our ITSM suite, while maintaining strong customer relations and timely responses.

You’ll handle desktop, mobile, and peripheral issues, support Windows 10 and macOS environments, and participate in ongoing training to maintain technical proficiency and security best practices.

Qualifications

• 1-3 years of Service Desk/IT Support experience in a large enterprise.
• Advanced knowledge of Windows/Mac OS and mobile devices.
• Experience with ITSM systems such as ServiceNow or Remedy; strong documentation skills.

Responsibilities

• Respond to calls, emails, and tickets in a timely manner using the ITSM suite.
• Provide Level 1 support and meet or exceed SLAs and customer expectations.
• Escalate issues to the Supervisor when advanced support is needed.
• Diagnose and resolve desktop and peripheral issues, including authentication.
• Support network-related activities (IP, DNS) as needed.
• Participate in training and cross-training to maintain technical skills.
• Troubleshoot clinical and core applications, and perform remote fixes.
• Follow IT security best practices to identify vulnerabilities.
• Contribute to knowledge base and standardized workflows.
• Assist with incident management and escalation processes.

Skills

Customer service

Communication

Windows OS

Education

High School diploma or GED

Tools

ServiceNow

Remedy

Active Directory

Office 365

Job description

Beth Israel Lahey Health, Inc. (BILH) is seeking a Service Desk Analyst to provide Tier 1 support across the enterprise. You will log, triage, resolve, and follow up on service requests and incidents using our ITSM suite, while maintaining strong customer relations and timely responses.

You’ll handle desktop, mobile, and peripheral issues, support Windows 10 and macOS environments, and participate in ongoing training to maintain technical proficiency and security best practices.