Senior Travel Support Technician

About the role

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.

Responsibilities

• Provide 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
• No experience in lieu of a degree accepted
• Can have up to 3-5 years of 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

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 MacBook 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

• Mondays – Fridays | 8:00 AM – 4:30 PM
• Home base: Charlestown Navy Yard
• On-call rotation: approximately every 6–8 weeks (off-hours support)

Travel Coverage Areas

• Boston / Charlestown
• West Roxbury
• South Shore
• Foxboro
• Occasional planned support in Somerville

Additional Job Details

• Research equipment support in Boston / Charlestown M-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 Shift: Day (United States of America)

Pay Range

$25.50 - $36.49/Hourly

Grade

Grade 5