Workplace Support Technician - Boston onsite

Overview

About Health Edge

Health Edge 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 Health Edge'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 Health Edge'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 Health Edge'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 laptops in a corporate…