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Beth Israel Lahey Health · 1 day ago

Field Support Technician

Burlington, MA

Full-time

Onsite

Entry Level

$23/hr - $35/hr

1+ years exp

Beth Israel Lahey Health is a healthcare organization focused on making a difference in people's lives. The Field Support Technician will provide Tier 2 in-person support, managing customer requests and incident management while ensuring high customer satisfaction and timely resolution of issues.

Elder CareHealth CareHospitalPrimary and Urgent CareProfessional ServicesTraining

H1B Sponsor Likely

Responsibilities

Responsible for Level 1 support providing basic to intermediate support. Exceeds end-user expectations by meeting established SLAs and customer demands. Drives high customer satisfaction and ensures services align with BILH's needs

Exhibits commitment and accountability to coordinate customer support issues and ensure timely response, and positive outcomes and accurately identify when issues should be escalated to SME's (Subject Matter Experts) and/or management. Also, acts as an SME for designated technologies

Diagnose and resolve moderately difficult desktops and peripherals related to interoperability, OS security issues, system access, passwords, and authentication. Accurately responds to desktop issues related to profiles, group policies, and local system configurations

Demonstrates an understanding of network-related activities and support, including but not limited to IP and DNS

Acquires professional knowledge and skills by participating in training opportunities, in-service programs, vendor seminars, etc. to maintain the highest level of technical skills possible. Participates in cross-training and acts as an escalation point for the Service Desk

Acquires an understanding of BILH-centric clinical and core applications with the skill/ability to troubleshoot and resolve performance, access, and interoperability issues. Perform assessments and diagnosis of problems using remote tools, with skill/ability to perform fixes and installations

Acquires an understanding of best practices regarding IT security to quickly identify potential business-impacting vulnerabilities/threats

May contribute to the creation of processes and procedures for the knowledge base. Will work closely with teams to develop standardized workflows

Ensure accurate and timely updates to the ITSM ticketing system

Provides on-call/after-hours support

Qualification

Customer ServiceTechnical SupportMicrosoft O365Citrix SystemsOperating SystemsNetwork FundamentalsITSM SystemsIndependence of ActionWritten CommunicationOral CommunicationTeam WorkProblem Solving

Required

High School diploma or GED required

1-3 years related work experience required in 2 plus years of Service Desk/Field/IT Support experience supporting a large enterprise of end users in a complex MS Windows / MS Office environment

Moderate Knowledge of various Operating systems (OS) including but not limited to Windows 10 and MAC OS is required

Knowledge of various mobile devices is required, including but not limited to: iOS and Android platforms is required

Knowledge of Network fundamentals is required

Solid experience of Citrix Systems application is required

Solid experience with Microsoft infrastructure (Windows, Active Directory, Exchange, etc.) is required

Solid experience of Microsoft O365 applications is required

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

Certificate 1 A+ Certification preferred

Moderate Knowledge of Dell, Apple, HP, and Ricoh hardware is desirable

Knowledge of Oracle PeopleSoft and Workday applications is desirable

Knowledge of the Electronic Health Record (EHR) application is desirable

Company

Beth Israel Lahey Health

Glassdoor3.5

Beth Israel Lahey Health Center offers patient care, urgent care, assisted living, and research and education services.

Founded in 2019

Cambridge, Massachusetts, USA

10001+ employees

https://www.bilh.org

H1B Sponsorship

Beth Israel Lahey Health has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2024 (2)

2022 (1)