Field Support Technician

Provide Tier 2 in-person field support across Beth Israel Lahey Health entities and affiliates Provide Level 1 basic-to-intermediate support while meeting SLAs and customer demands Log, triage, resolve, ... and incidents using the ITSM ticketing system Diagnose and resolve desktop and peripheral interoperability, OS security, system access, password, authentication, profile, group policy, and local configuration issues Support PCs, printers, peripherals, mobile devices, operating systems, software applications, and vendor devices Provide network-related support, including IP and DNS Troubleshoot and resolve clinical and core application performance, access, and interoperability issues Use remote tools to assess and diagnose problems and perform fixes and installations Identify potential IT security vulnerabilities and threats Participate in training, vendor seminars, cross-training, and Service Desk escalation support Contribute to knowledge-base processes, procedures, and standardized workflows Maintain accurate and timely ITSM ticket updates Provide on-call and after-hours support Travel throughout BILH hospital locations, primarily covering Mount Auburn Hospital with cross-coverage as needed Requirements High School diploma or GED required 1-3 years related work experience required; 2+ years of Service Desk/Field/IT Support experience supporting a large enterprise of end users in a complex MS Windows/MS Office environment A+ Certification preferred Windows 10 and Mac OS knowledge iOS and Android mobile device knowledge Network fundamentals knowledge, including IP and DNS Solid experience with Citrix Systems 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 Ability to learn quickly and retain knowledge of varied systems Written and oral communication in English Ability to support a large enterprise and interact with patients, families, staff, and external customers Preferred/desirable: Dell, Apple, HP, and Ricoh hardware; Oracle PeopleSoft; Workday; Electronic Health Record (EHR) application Core Competencies Demonstrates expertise in providing Tier 2 IT support across diverse environments, with a strong focus on troubleshooting, system access, and interoperability issues. Proficient in using ITSM systems and maintaining effective communication with end users and stakeholders. Highest-signal resume keywords IT Support Experience Windows 10 Knowledge Microsoft O365 Applications A+ Certification ITSM Systems Knowledge Hard Skills Desktop Support Network Fundamentals Citrix Systems Active Directory Exchange Remote Tools Technical Troubleshooting System Configuration Interoperability Issues Password Management Soft Skills Written Communication Oral Communication Customer Interaction Problem-Solving Ability to Learn Quickly Certifications & Qualifications A+ Certification Industry Keywords IT Support Service Desk Field Support Clinical Applications Electronic Health Record (EHR) Oracle PeopleSoft Workday SLAs IT Security Knowledge Base Tools & Technologies ServiceNow Remedy MS Windows MS Office IOS Android Dell Hardware Apple Hardware HP Hardware Ricoh Hardware #J-18808-Ljbffr Jobtailor