Field Tech I

Harbor IT•Cambridge, MA

3d•Hybrid

About The Position

The Field Technician I is an onsite and remote support role within Harbor IT's Shuttle 3 Healthcare service delivery organization, supporting healthcare, medical, and life sciences clients across the Boston/Cambridge corridor and the broader New England footprint. This role will be based at a single healthcare client site in Cambridge providing day-to-day onsite support to end users and acting as a trusted advisor to client points of contacts and stakeholders. The Field Technician I role requires flexibility to be reassigned to a different client or a roaming utility posture as Shuttle 3's client mix and staffing needs shift. The Field Technician I resolves support incidents, executes installs, migrations, and small projects, and represents Harbor IT's customer service standard in environments where uptime, data security, and regulatory sensitivity (HIPAA, PHI handling, clinical and lab operations) carry real operational weight. This role requires a growth and development mindset to keep up with the rapidly evolving technology landscape. The Field Engineer I approaches troubleshooting with methodical and logical critical thinking. This is a foundational role in Harbor IT's Managed Services practice, reporting to the Pod Manager within Shuttle 3, and is a primary developmental pipeline into Field Technician II and other Service Delivery career tracks.

Requirements

Working experience across the Microsoft 365 and Azure platform (setup, configuration, troubleshooting) including Office, Exchange, Teams, SharePoint/OneDrive, and Entra ID.
Experience with Microsoft server and workstation operating systems, and basic server virtualization technologies (VMware and/or Hyper-V).
Woking experience supporting MacOS workstations and Apple Business Manager enrolled devices.
Familiarity with modern endpoint and mail security tooling: EDR/antivirus/mail filtering platforms (e.g., SentinelOne, Umbrella, Microsoft Defender for Endpoint, Proofpoint, Mimecast, Barracuda), MFA and identity platforms (e.g., Duo, Okta, Entra ID).
Conceptual understanding of networking fundamentals: firewalls, switching, and wireless (exposure to Meraki, Fortinet, or Palo Alto a plus).
Basic familiarity with backup and storage technologies (e.g., Veeam, Cove, Datto, cloud backup platforms).
Confidence with basic AI concepts and use cases, with an emphasis on security and data and IP governance.
Demonstrated analytical and troubleshooting skills with the humility to escalate issues that fall outside a clear resolution path.
Comfort working in healthcare-adjacent environments with sensitivity to HIPAA, PHI handling, and clinical/lab operational constraints.
Strong troubleshooting, logic, and critical thinking skills.
Strong written and verbal communication skills, including the ability to translate technical issues into plain language for non-technical clinical and administrative staff.
Self-motivated with strong time management and the ability to manage multiple priorities in a fast-paced, ever-changing environment.
Ability to identify and articulate opportunities for improvement within a client's environment.
Focus on continuous professional development in the technology industry and willingness to achieve technical certifications required to support our client and partnership needs.
Associate’s degree or equivalent professional experience.
2+ years working experience in IT support/engineering role.
4+ years of experience in a customer service role.
Permanent work authorization in the United States required.
Driver’s license with reliable transportation required.

Nice To Haves

Certifications a plus, not required: Microsoft (MD-102, AZ-104), Cisco/Meraki (CCT, ECMS), VMware (VCTA/VCP), Okta certifications.

Responsibilities

Deliver responsive, professional customer service resolving onsite and remote support incidents for healthcare, medical, and life sciences clients.
Provide hands-on desktop/end user, cloud/saas application, basic server, and basic network support.
Administer and troubleshoot Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive), Entra ID, and Intune-managed endpoints.
Support Windows Server and workstation environments, including basic virtualization platforms (VMware, Hyper-V) and on-prem/hybrid identity configurations.
Support MacOS workstations and Apple Business Manager enrolled devices.
Apply foundational security practices including MFA/Conditional Access administration, endpoint protection (EDR) monitoring and response, and awareness of HIPAA/PHI handling requirements specific to healthcare and life sciences environments.
Use RMM and PSA tooling (e.g., N-Able RMM, Auvik, ConnectWise Manage) to manage tickets, backups, patching, and monitoring alerts to Harbor IT SLA standards.
Interface directly with third-party vendors (ISPs, hardware/software vendors, line-of-business application providers) acting as the technical liaison on behalf of the client.
Create and maintain accurate internal and client-facing documentation, including network diagrams, asset inventories, and standard operating procedures for the client environment.
Identify recurring issues, inefficiencies, or improvement opportunities in the client environment and escalate or propose solutions through the Pod Manager and Account Team (CSM and CIO).
Participate in emergency on-call rotation, responding to after-hours incidents, outages, and critical client escalations as scheduled.
Engage in team knowledge-sharing, training, and process-improvement initiatives across the Shuttle 3 Healthcare Pod and Harbor IT as a whole.
Maintain reliable transportation and travel flexibility to support client sites across the Boston/Cambridge area and the broader New England service territory.