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Beth Israel Lahey Health · 2 days ago

Lead Field Support Technician

Boston, MA

Full-time

Onsite

Senior Level

$32/hr - $45/hr

5+ years exp

Beth Israel Lahey Health is a growing healthcare organization dedicated to making a difference in people's lives. They are seeking a Lead Field Support Technician who will deliver world-class field support services, acting as an escalation point for complex issues and ensuring high customer satisfaction across all BILH entities. This role involves diagnosing and resolving technical issues, managing service requests, and contributing to the development of support processes.

Elder CareHealth CareHospitalPrimary and Urgent CareProfessional ServicesTraining

H1B Sponsor Likely

Responsibilities

Responsible for Level 2.5 or 3 support providing advanced support

Acts in a supervisory function as needed reviewing tickets, managing SLA's and filling in for the Supervisor/Manager as needed

Drives high customer satisfaction and ensures services align with BILH's needs

Exhibits competence, 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 and/or management

Also, acts as an SME for designated technologies

Diagnose and resolve complex 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

Maintain 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, mentoring, and training for senior staff

Acts as an escalation point for the Service Desk and Field Support

Possess 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

Trains and helps onboard new team members

Possess an expert understanding of best practices in regard to IT security in order to quickly identify potential business impacting vulnerabilities/threats

Contributes and may lead the creation of processes and procedures for the Service Desk knowledge base

Will work closely with teams to develop standardized workflows

Ensures accurate and timely updates to the ITSM ticketing system

Qualification

Advanced IT SupportOperating Systems KnowledgeMicrosoft InfrastructureCustomer ServiceITSM SystemsNetwork FundamentalsCitrix SystemsTeam LeadershipProblem SolvingWritten CommunicationOral Communication

Required

High School diploma or GED required

5-8 years related work experience required

Service Desk/Field/IT Support experience supporting a large enterprise of end users in a complex MS Windows / MS Office environment

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

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

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

May produce complex documents, perform analysis, and maintain databases

Advanced 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

Expert Knowledge of Dell, Apple, HP, and Ricoh hardware

Knowledge of Oracle PeopleSoft and Workday application

Certificate 1 A+ Certification required

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)