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

• 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 Service Now 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 People Soft;
  Workday;
  Electronic Health Record (EHR) application

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.

• IT Support Experience
• Windows 10 Knowledge
• Microsoft O365 Applications
• A+ Certification
• ITSM Systems Knowledge

• Desktop Support
• Network Fundamentals
• Citrix Systems
• Active Directory
• Exchange
• Remote Tools
• Technical Troubleshooting
• System Configuration
• Interoperability Issues
• Password Management

• Written Communication
• Oral Communication
• Customer Interaction
• Problem-Solving
• Ability to Learn Quickly

• A+ Certification

• IT Support
• Service Desk
• Field Support
• Clinical Applications
• Electronic Health Record (EHR)
• Oracle People Soft
• Workday
• SLAs
• IT Security
• Knowledge Base

• Service Now
• Remedy
• MS Windows
• MS Office
• IOS
• Android
• Dell Hardware
• Apple Hardware
• HP Hardware
• Ricoh Hardware