Workplace Support Technician - Boston onsite

Overview

About HealthEdge


HealthEdge is a leading healthcare SaaS company delivering modern, cloud-native solutions that transform how health plans operate. With a global workforce spanning the US, India, Philippines, Mexico, and the UK, our Corporate IT team plays a critical role in enabling productivity, supporting our people, and ensuring every employee has the tools they need to do their best work.


Overview:


The Workplace Support Technician is a hands-on , physical-layer IT role responsible for the deployment, maintenance, and lifecycle management of hardware across HealthEdge's global offices and remote workforce. This role is the boots-on-the-ground presence for everything that involves physical technology - from imaging and deploying laptops to configuring conference room AV, managing depot inventory, and coordinating shipping logistics to remote employees.


The Workplace Support Technician is a member of the End User Computing (EUS) & Asset Management team and works closely with the Service Desk, serving as the physical execution arm for hardware support & requests, replacements, and lifecycle activities. This is a great role for someone who is technically capable, organized, and takes pride in keeping the physical IT environment running smoothly.


What You'll Do

Hardware Deployment & Setup

• Image, configure, and deploy laptops, desktops, and mobile phones according to HealthEdge's standard build specifications

• Define setups for new hires including hardware, peripherals, monitors, docking stations, and initial software configuration

• Perform hardware upgrades including memory, storage, and component replacements as needed

• Execute device refresh and end-of-life replacement activities on a scheduled basis

On-Site & Deskside Support

• Provide deskside support for hardware issues that cannot be resolved remotely by T1 or T2 analysts

• Diagnose and repair hardware failures including component replacement and warranty coordination with vendors

• Support conference room and AV technology including displays, video conferencing equipment, and room peripherals - installation, configuration, and troubleshooting

• Manage printer infrastructure including installation, configuration, consumables, and basic troubleshooting

• Assist with basic network drops, cable management, and physical infrastructure tasks in coordination with the Network Engineering team

Asset Management & Inventory

• Maintain accurate asset records in the CMDB for all hardware under management - check-in, check-out, transfer, and disposition

• Manage on-site hardware inventory including stock levels, storage, and reorder coordination with the EUC & Asset Management team

• Process hardware returns, surplus, and end-of-life equipment through secure disposal and recycling procedures

• Apply and maintain asset tags on all managed devices in accordance with HealthEdge's asset tracking standards

Remote Employee & Shipping Support

• Coordinate shipping and receiving of hardware for remote employees - new hire kits, replacements, and returns

• Package and ship devices securely, tracking shipments and resolving logistics issues

• Support remote diagnostic efforts in coordination with T1/T2 to determine when hardware replacement is needed vs. a software fix

• Maintain records of shipped and received assets to ensure CMDB accuracy for remote inventory

Security & Compliance

• Ensure secure data destruction and disposal procedures are followed for decommissioned equipment

• Apply physical security controls including asset tagging, equipment labeling, and secure storage practices

• Support audit and compliance activities related to physical asset inventory and disposal records

Documentation

• Maintain accurate service records for all hardware work orders, repairs, and deployments

• Update and contribute to runbooks and knowledge base articles for common hardware tasks and depot procedures

• Track warranty information, vendor contacts, and service agreements for managed hardware

What You'll Bring

Required

• 1-3 years of experience in a field services, deskside support, or IT technician role

• Hands-on experience imaging and deploying Windows 11 & MacOS laptops in a corporate environment

• Working experience with hardware components, peripherals, and basic troubleshooting across laptops, desktops, and mobile devices

• Experience with asset tracking or CMDB tools

• Ability to lift and transport equipment (up to 50 lbs ) and work in a physical office/depot environment

• Strong organizational skills and attention to detail - accuracy in asset records matters

• Good written and verbal English communication skills

Preferred

• Experience with MDM/UEM platforms for device enrollment and imaging

• Familiarity with conference room AV technology

• Experience coordinating hardware shipping and logistics for remote workers

• Exposure to ITAM or CMDB tools

• CompTIA A+ certification or equivalent

• Experience working in a global IT environment with multi-region hardware standards

What Success Looks Like


Within 90 days, you are independently handling hardware deployments, depot operations, and standard deskside requests with minimal supervision, and your asset records are accurate and up to date. Within six months, you are a trusted on-site resource for your location, handling the full range of field services responsibilities and proactively identifying inventory or logistics issues before they impact employees. Within a year, you have a strong command of HealthEdge's hardware standards, refresh cycles, and regional logistics, and are contributing to process improvements in how we deploy and manage equipment globally.


About the Team


You'll join a growing global Corporate IT organization that takes pride in the physical IT experience for our employees - from the moment a new hire receives their laptop to the day a device is securely retired. The Workspace Support Technician role is the hands-on foundation of that experience. You'll work closely with the service desk, asset management, and security teams, and you'll see the direct impact of your work every day in the employees you support.


Type of Employment: Full-time, permanent


FLSA Classification (USA Only): Exempt


Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:

• The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

• Work across multiple time zones in a hybrid or remote work environment.

• Long periods of time sitting and/or standing in front of a computer using video technology.

• May require travel dependent on company needs.

The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. HealthEdge reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position in compliance with the Americans with Disabilities Act of 1990. Candidates may be required to go through a pre-employment criminal background check.


HealthEdge is an equal opportunity employer. We are committed to workforce diversity and actively encourage all qualified persons to seek employment with us, including, but not limited to, racial and ethnic minorities, women, veterans and persons with disabilities.


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**The annual US base salary range for this position is $62,000 to $65,000. This salary range may cover multiple career levels at HealthEdge. Final compensation will be determined during the interview process and is based on a combination of factors including, but not limited to, your skills, experience, qualifications and education.