Senior Support Technician

Position: Senior Travel Support Technician
Site:
Mass General Brigham Incorporated Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

Job Summary Mass General Brigham Digital Enterprise team is hiring a Senior Travel Support Technician, Regional Full-Time to support our healthcare system and research devices.

This is an active, travel-based role ideal for someone who enjoys variety, hands-on problem solving, and supporting end users directly.

What You'll DoProvide hands-on desktop and equipment support across multiple sites

Troubleshoot hardware, software, and access issues

Install, configure, and relocate devices and systems

Support clinicians and staff in a fast-paced healthcare environment

Document and track work through the ticketing system

Deliver excellent customer-facing IT support

Qualifications

High School Diploma or Equivalent required

Can this role accept experience in lieu of a degree? No

Entry-level IT or desktop support experience

Strong customer service mindset

Comfortable with travel and working independently

Reliable transportation required

Interested in hands-on, field-based support work Experience providing technical support, including installation, repair and troubleshooting of computers 3-5 years required

Skills For Success Strong analytical and problem-solving skills with the ability to troubleshoot and resolve technical issues efficiently

Proven ability to manage multiple priorities, adapt quickly, and meet deadlines in a fast-paced environment

Excellent interpersonal skills with the ability to communicate effectively across technical and non-technical teams

Flexible, adaptable, and comfortable working in dynamic, day-to-day operational environments

Technical Expertise Solid knowledge of end-user technologies including phone systems, printers, and general computing equipment

Working knowledge of operating systems (Windows and macOS) and common business applications (e.g., Office 365, web browsers)
Advanced experience with macOS troubleshooting and support, including JAMF Pro administration

Hands-on experience diagnosing and resolving both hardware and software issues on Mac Book and iMac devices

Understanding of network configuration and connectivity troubleshooting

Communication & Documentation Strong verbal and written communication skills, with the ability to clearly explain technical concepts to non-technical users

Ability to document support activities, resolutions, and processes in a clear and organized manner

Schedule & Work Model Monday – Friday | 8:00 AM – 4:30 PM ETHome base:
Charlestown Navy Yard On-call rotation: approximately every 6–8 weeks (off-hours support)
Work Style Start each day at your Charlestown home base Receive assignments via a ticketing system (Service Now)
Work may include:

Onsite support at your home base OR Traveling to other MGB sites based on demand

Travel Coverage Areas Boston / Charlestown West Roxbury South Shore Foxboro Occasional  planned support in Somerville Travel is a regular part of the role (not occasional) — great for candidates who want mobility and exposure across a large health system

Additional Job Details (if applicable)
Working Model Required Research equipment support in Boston / CharlestownM-F 8a-430p ET Travel to MGB sites

Charlestown Navy Yard Home Base Start at Home Base to review ticket system will and remain onsite or travel to other sites for ticket support

This is a travel based support role to cover MGB sites - West Roxbury, Boston, South Shore, Foxboro and more in Boston/ South Shore Region Some coverage in Somerville occasionally planned ahead

On Call Coverage rotates every 6-8 weeks

Mileage stipend reimbursement for travel

Valid license and vehicle required

Remote Type Onsite Work  Location
149 Thirteenth Street Building 149

Scheduled Weekly Hours
40

Employee…