Sr. IT Services Technician

Ready to join a team that’s all in? At Imprivata, we deliver unified access and security management programs that eliminate friction, empowering healthcare and mission-critical organizations to work smarter, faster, and more securely.

We believe work can be more than a job or task—it’s a collective spirit; the type that emboldens creativity, embraces challenge, and fosters excitement. We are constantly raising the bar on what’s possible, owning the outcome of our triumphs and trials, staying nimble amidst change, and cultivating an environment where we win together. Here, your ideas matter, your differences are celebrated, and your work drives real results—for your career, your teammates, and our customers.

When you join Imprivata, you embark on a shared journey of ambition and growth. We’re committed to building an inclusive workplace where everyone feels valued and supported. If you’re looking for a place to match your passion with purpose—and where every day you can make an impact—you’ll find it here.

We are seeking an
Sr. IT Services Technician to join our team. This is a hybrid opportunity based in our Waltham, MA office.

The Sr. IT Services Technician provides advanced technical support across end-user devices, operating systems, applications, and related IT services. This role resolves complex issues, supports and mentors IT team members, and partners across the organization to maintain reliable, secure technology and improve service delivery. The technician also contributes to onboarding, knowledge management, and responsible use of approved AI tools to strengthen troubleshooting, automation, and user support.

• Deliver advanced support for Windows, MacOS, and Linux systems, mobile devices, peripheral equipment, network hardware, and asset management tools.
• Investigate and resolve complex technical issues across endpoints and user environments, ensuring timely restoration of services.
• Provide guidance and mentorship to other IT team members, assisting with escalated issues that require deeper technical expertise.
• Collaborate with cross-functional teams including systems, networking, security, and non-IT departments, as well as third-party vendors, to resolve technical challenges and coordinate external support when necessary.
• Respond to support requests via phone, email, and ticketing systems, prioritizing based on urgency and impact.
• Document troubleshooting steps and resolutions to maintain knowledge bases and support the creation of standard operating procedures (SOPs).
• Analyze ticket trends to identify opportunities for proactive support and continuous improvement.
• Set up user accounts, systems, and equipment for new hires, ensuring a smooth onboarding experience.
• Educate users on IT policies, security protocols, and best practices to support secure and effective technology usage.
• Remain flexible and responsive to shifting business needs and priorities, including participation in high-priority incident resolution.
• Uphold confidentiality and handle sensitive data with discretion.
• Contribute to assigned projects and take on additional responsibilities as needed, demonstrating initiative and commitment to team and organizational success.
• Participate in process and service enhancement initiatives to elevate the quality and efficiency of IT support.
• Use approved AI tools to accelerate troubleshooting, summarize ticket history, draft knowledge articles and SOPs, and identify recurring issues, while validating AI-generated outputs before they are used or shared.
• Apply sound data‑handling and security practices when using AI, ensuring confidential, personal, or proprietary information is not entered into unapproved tools or exposed through AI-generated…