Field Support Technician

Beth Israel Lahey Health

12d•$23 - $35•Onsite

About The Position

The Field Support Technician provides Tier 2, in-person field support across Beth Israel Lahey Health (BILH) entities and affiliates. Using the organization’s IT Service Management suite, the technician manages customer requests and incidents, including escalating unresolved Service Desk tickets, logging and triaging issues, resolving requests, and providing timely follow-up. The role serves colleagues at all levels and requires strong customer service and communication skills, technical proficiency, curiosity, and a commitment to ongoing learning and team success. The technician supports the operation of PCs, printers, peripherals, mobile devices, standard operating systems, software applications, and vendor devices. Responsibilities include diagnosing and resolving desktop and peripheral issues, supporting BILH applications and network-related activities, using remote tools for assessment and troubleshooting, maintaining accurate ITSM records, and providing on-call or after-hours support. The position may also contribute to knowledge-base processes and standardized workflows. The role requires a high school diploma or GED and 1–3 years of related work experience; the posting also specifies 2+ years of Service Desk, field, or IT support experience in a large enterprise and complex Microsoft Windows/Microsoft Office environment. The pay range is $23.00–$35.00 per hour. BILH requires staff to be vaccinated against influenza as a condition of employment.

Requirements

High school diploma or GED.
1–3 years of related work experience required; the posting also calls for 2+ years of Service Desk, field, or IT support experience supporting a large enterprise of end users in a complex Microsoft Windows/Microsoft Office environment.
Moderate knowledge of operating systems, including Windows 10 and macOS.
Knowledge of mobile devices and iOS and Android platforms.
Knowledge of network fundamentals.
Solid experience with Citrix Systems applications.
Solid experience with Microsoft infrastructure, including Windows, Active Directory, and Exchange.
Solid experience with Microsoft O365 applications.
Knowledge and experience with ITSM systems such as ServiceNow or Remedy.
Advanced technical computer skills for technical support in the functional area and related systems.
Ability to learn quickly and retain knowledge of a wide variety of systems.
Ability to produce complex documents, perform analysis, and maintain databases.
Ability to lift, carry, and move computer/printer equipment and peripherals weighing up to 25–45 lbs.
Ability to stand and walk for extended periods during onsite support and sit for extended periods during remote troubleshooting or administrative tasks.
Ability to push or pull carts carrying IT equipment; occasional bending and kneeling when connecting equipment under desks or in tight spaces.
Ability to communicate clearly and effectively in written English and to comprehend and converse in English with staff, patients, families, and external customers.
Ability to provide professional, respectful customer service, use active listening and problem-solving, and remain calm in stressful situations.

Nice To Haves

A+ certification preferred.
Moderate knowledge of Dell, Apple, HP, and Ricoh hardware is desirable.
Knowledge of Oracle PeopleSoft and Workday applications is desirable.
Knowledge of an Electronic Health Record (EHR) application is desirable.

Responsibilities

Provide basic to intermediate Level 1 support while meeting established SLAs and customer demands.
Coordinate customer support issues, ensure timely responses and positive outcomes, and identify issues that should be escalated to subject matter experts or management.
Act as an escalation point for the Service Desk and as a subject matter expert for designated technologies.
Diagnose and resolve moderately difficult desktop and peripheral issues involving interoperability, operating-system security, system access, passwords, authentication, profiles, group policies, and local system configurations.
Support network-related activities, including IP and DNS.
Participate in training, in-service programs, vendor seminars, and cross-training to maintain and expand technical skills.
Troubleshoot and resolve performance, access, and interoperability issues involving BILH clinical and core applications.
Assess and diagnose problems using remote tools and perform fixes and installations.
Identify potential business-impacting IT security vulnerabilities and threats.
May contribute to knowledge-base processes and procedures and work with teams to develop standardized workflows.
Ensure accurate and timely updates to the ITSM ticketing system.
Provide on-call and after-hours support.
Support PCs, printers, peripherals, mobile devices, operating systems, software applications, and vendor devices.