Field Support Tech

About the role

The Field Support Technician plays a crucial role in delivering world-class field support services across all Beth Israel Lahey Health, Inc. (BILH) entities and its affiliates. This Tier 2 In-person support position involves managing all aspects of customer requests and incidents, escalating unresolved tickets to Subject Matter Experts (SMEs), and ensuring timely and satisfactory resolutions.

Responsibilities

• Provide Level 1 support for basic to intermediate issues.
• Exceed end-user expectations by meeting established Service Level Agreements (SLAs) and customer demands.
• Coordinate customer support issues and ensure timely responses and positive outcomes.
• Act as an SME for designated technologies and diagnose and resolve moderately difficult desktops and peripherals.
• Understand and troubleshoot network-related activities, including IP and DNS.
• Participate in training and cross-training to maintain high-level technical skills.
• Support BILH-centric clinical and core applications, diagnosing and resolving performance, access, and interoperability issues.
• Perform assessments and diagnoses using remote tools and perform fixes and installations.
• Identify and respond to potential security threats and vulnerabilities.
• Contribute to the development of processes and procedures for the knowledge base.
• Work closely with teams to develop standardized workflows.
• Avoid delays in updating the ITSM ticketing system.
• Provide on-call/after-hours support.

Competencies

• Decision Making: Ability to make decisions guided by general instructions and practices, requiring some interpretation.
• Problem Solving: Ability to address varied problems, requiring analysis or interpretation of the situation using direct observation, knowledge, and skills based on general precedents.
• Independence of Action: Ability to set goals and determine how to accomplish defined results with some guidelines.

Education & Experience

• High School diploma or GED required.
• Licensure, Certification & Registration: Certificate 1 A+ Certification preferred.
• Minimum 1-3 years related work experience required in 2+ years of Service Desk/Field/IT Support experience supporting a large enterprise of end users in a complex MS Windows / MS Office environment.

Skills, Knowledge & Abilities

• Moderate Knowledge of various Operating systems (OS) including but not limited to Windows 10 and MAC OS.
• Knowledge of various mobile devices including but not limited to: iOS and Android platforms.
• Knowledge of Network fundamentals.
• Solid experience of Citrix Systems application.
• Solid experience with Microsoft infrastructure (Windows, Active Directory, Exchange, etc.).
• Solid experience of Microsoft O365 applications.
• Ability to learn quickly and retain knowledge of a wide variety of systems.
• Knowledge and experience with ITSM systems such as Service Now or Remedy.
• Advanced technical computer skills as required for technical support specific to functional area and related systems.

Preferred Qualifications & Skills

• Moderate Knowledge of Dell, Apple, HP, and Ricoh hardware.
• Knowledge of Oracle PeopleSoft and Workday applications.
• Knowledge of the Electronic Health Record (EHR) application.

Physical Requirements

• Lifting: Ability to lift, carry, and move computer/printer equipment and peripherals weighing up to 25–45 lbs.
• Standing/Walking: Ability to stand and walk for extended periods while performing onsite support.
• Sitting: Ability to sit for extended periods when performing remote troubleshooting or administrative tasks.
• Pushing/Pulling: Ability to push or pull carts carrying IT equipment.
• Bending/Kneeling/Crouching: Occasional bending and kneeling are required when connecting equipment under desks or in tight spaces.

Pay Range

$23.00 - $35.00