Field Technician

Field Technician I

Harbor IT, LLC, Cambridge, Massachusetts, United States

Harbor IT is a leading Managed Service Provider (MSP) specializing in delivering cutting edge Cybersecurity, IT, and Cloud Services to a diverse portfolio of clients. We pride ourselves on our commitment to excellence, innovation, and customer satisfaction. Harbor IT is backed by investment firm Worklyn Partners since 2022 and has built a national platform through acquisition and rapid organic growth. Our mission is to manage our clients’ technology and mitigate their cyber risks, so that they don’t have to.

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 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 Technician 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.

• 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, One Drive), Entra , 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, Connect Wise 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 elevate 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.

• Working experience across the Microsoft 365 and Azure platform (setup, configuration, troubleshooting) including Office, Exchange, Teams, SharePoint/One…