Field Technician I

Key Responsibilities

• 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, OneDrive), Entra ID, 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, ConnectWise 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 escalate 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.

Qualifications & Skills

• Working experience across the Microsoft 365 and Azure platform (setup, configuration, troubleshooting) including Office, Exchange, Teams, SharePoint/OneDrive, and Entra ID.
• Experience with Microsoft server and workstation operating systems, and basic server virtualization technologies (VMware and/or Hyper-V).
• Working experience supporting MacOS workstations and Apple Business Manager enrolled devices.
• Familiarity with modern endpoint and mail security tooling: EDR/antivirus/mail filtering platforms (e.g., SentinelOne, Umbrella, Microsoft Defender for Endpoint, Proofpoint, Mimecast, Barracuda), MFA and identity platforms (e.g., Duo, Okta, Entra ID).
• Conceptual understanding of networking fundamentals: firewalls, switching, and wireless (exposure to Meraki, Fortinet, or Palo Alto a plus).
• Basic familiarity with backup and storage technologies (e.g., Veeam, Cove, Datto, cloud backup platforms).
• Confidence with basic AI concepts and use cases, with an emphasis on security and data and IP governance.
• Demonstrated analytical and troubleshooting skills with the humility to escalate issues that fall outside a clear resolution path.
• Comfort working in healthcare-adjacent environments with sensitivity to HIPAA, PHI handling, and clinical/lab operational constraints.
• Strong troubleshooting, logic, and critical thinking skills.
• Strong written and verbal communication skills, including the ability to translate technical issues into plain language for non-technical clinical and administrative staff.
• Self-motivated with strong time management and the ability to manage multiple priorities in a fast-paced, ever-changing environment.
• Ability to identify and articulate opportunities for improvement within a client's environment.
• Focus on continuous professional development in the technology industry and willingness to achieve technical certifications required to support our client and partnership needs.

Education & Experience

• Associate’s degree or equivalent professional experience.
• 2+ years working experience in IT support/engineering role.
• 4+ years of experience in a customer service role.
• Certifications a plus, not required: Microsoft (MD-102, AZ-104), Cisco/Meraki (CCT, ECMS), VMware (VCTA/VCP), Okta certifications.

Work Environment

• Reports to the Pod Manager within Harbor IT's Shuttle 3 Healthcare service delivery organization.
• Primarily a full-time onsite assignment at a single healthcare, medical, or life sciences client site, with the understanding that Harbor IT may reassign the role to a different client or a roaming/utility posture as business needs shift.
• Regular travel across the Boston/Cambridge corridor and the broader Shuttle 3 territory within New England; reliable transportation and the ability to walk/stand for 8+ hours a day required.
• Participates in a scheduled emergency on-call rotation covering after-hours incidents.

Benefits

• Medical, dental, and vision insurance.
• 401(k) with company match.
• Unlimited paid time off and company holidays.
• Professional certification and training reimbursement.
• Company-provided laptop, phone stipend, and travel/mileage reimbursement.

The Pay Range For This Role Is 35 - 38.46 USD per hour (United states )