Beth Israel Lahey Health
Service Desk Analyst Tier 2 - Hybrid
Beth Israel Lahey Health, Boston, Massachusetts, us, 02298
Service Desk Analyst, Tier 2 – Beth Israel Lahey Health
Job Type:
Regular
Time Type:
Full time
Work Shift:
Day (United States of America)
FLSA Status:
Non-Exempt
When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives. The Service Desk Analyst, Tier 2 provides advanced technical support to end users using various clinical, administrative, and technical systems. The Tier 2 Service Desk Analyst acts as an escalation point for the Tier 1 Service Desk Analyst and interacts with all levels of BILH colleagues. The Analyst requires strong troubleshooting skills and familiarity with healthcare applications such as EPIC. Responsibilities include ensuring proper operation and support of PCs, printers, peripherals, and mobile devices, supporting all standard operating systems and software applications, finding answers from documented solutions, and researching technical issues to resolution. Delivering world‑class support services across all BILH entities and its affiliates using ServiceNow, this Tier 2 support position is responsible for all aspects of customer requests and incident management.
Primary Responsibilities
Install, remove, troubleshoot, and support all licensed and unlicensed software, including Microsoft Office Suite, Visio, Access, Adobe Acrobat, Power BI, Avaya, etc.
Manage all O365 administrative functions, including distribution lists, shared mailboxes, teams, calendars, guest access, and other related settings.
Diagnose, troubleshoot, and resolve complex technical issues that Tier 1 Analysts cannot, acting as an escalation point for Tier 1 and customer escalation issues and providing mentorship and guidance.
Address, diagnose, and resolve advanced issues related to desktops, laptops, mobile devices, network connectivity, and peripheral devices such as printers, scanners, and monitors.
Resolve advanced security issues, system access, passwords, and authentication for all applications, including Epic EHR.
Collaborate with Tier 3 engineers and specialized support teams when necessary to resolve more intricate issues.
Support network‑related activities, including IP and DNS, and whitelisting of MAC addresses on the BILH network.
Maintain professional knowledge and skills by participating in training opportunities, vendor seminars, and cross‑training activities.
Maintain an understanding of BILH clinical and core applications, including EPIC EHR, and troubleshoot and resolve performance, access, and interoperability issues.
Apply cybersecurity best practices to quickly identify potential business‑impacting vulnerabilities or threats.
Contribute to the creation and maintenance of Service Desk knowledge base processes and procedures, working closely with teams to develop standardized workflows.
Participate in Major Incident Management/Critical Incident Management processes.
Respond, resolve, and route all ServiceNow customer chat interactions for the entire BILH organization.
Required Qualifications
High School Diploma or GED.
ITIL 4 Certification preferred; experience supporting EPIC EHR highly desirable.
A minimum of 4 years of Service Desk support experience in a multi‑platform, medium to large‑scale computing environment.
Proven knowledge of workstation operating systems, applications, hardware, and systems integration.
Proven customer service, interpersonal, and verbal and written communication skills.
Ability to balance multiple assignments daily, manage time appropriately with minimal supervision, and maintain a professional demeanor under stress.
Experience with Windows, Active Directory, Microsoft O365 Admin suite, and Microsoft Office Suite.
Experience supporting EPIC EHR at any level.
Excellent problem‑solving skills and strong customer focus, initiative, self‑direction, and a commitment to customer service.
Proficiency with system tools such as Bomgar, Remote Desktop, Ivanti Management, Citrix, and other relevant tools.
Knowledge of wireless networking, mobile devices, and tablets.
As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) as a condition of employment.
Equal Opportunity Employer / Veterans / Disabled.
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Regular
Time Type:
Full time
Work Shift:
Day (United States of America)
FLSA Status:
Non-Exempt
When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives. The Service Desk Analyst, Tier 2 provides advanced technical support to end users using various clinical, administrative, and technical systems. The Tier 2 Service Desk Analyst acts as an escalation point for the Tier 1 Service Desk Analyst and interacts with all levels of BILH colleagues. The Analyst requires strong troubleshooting skills and familiarity with healthcare applications such as EPIC. Responsibilities include ensuring proper operation and support of PCs, printers, peripherals, and mobile devices, supporting all standard operating systems and software applications, finding answers from documented solutions, and researching technical issues to resolution. Delivering world‑class support services across all BILH entities and its affiliates using ServiceNow, this Tier 2 support position is responsible for all aspects of customer requests and incident management.
Primary Responsibilities
Install, remove, troubleshoot, and support all licensed and unlicensed software, including Microsoft Office Suite, Visio, Access, Adobe Acrobat, Power BI, Avaya, etc.
Manage all O365 administrative functions, including distribution lists, shared mailboxes, teams, calendars, guest access, and other related settings.
Diagnose, troubleshoot, and resolve complex technical issues that Tier 1 Analysts cannot, acting as an escalation point for Tier 1 and customer escalation issues and providing mentorship and guidance.
Address, diagnose, and resolve advanced issues related to desktops, laptops, mobile devices, network connectivity, and peripheral devices such as printers, scanners, and monitors.
Resolve advanced security issues, system access, passwords, and authentication for all applications, including Epic EHR.
Collaborate with Tier 3 engineers and specialized support teams when necessary to resolve more intricate issues.
Support network‑related activities, including IP and DNS, and whitelisting of MAC addresses on the BILH network.
Maintain professional knowledge and skills by participating in training opportunities, vendor seminars, and cross‑training activities.
Maintain an understanding of BILH clinical and core applications, including EPIC EHR, and troubleshoot and resolve performance, access, and interoperability issues.
Apply cybersecurity best practices to quickly identify potential business‑impacting vulnerabilities or threats.
Contribute to the creation and maintenance of Service Desk knowledge base processes and procedures, working closely with teams to develop standardized workflows.
Participate in Major Incident Management/Critical Incident Management processes.
Respond, resolve, and route all ServiceNow customer chat interactions for the entire BILH organization.
Required Qualifications
High School Diploma or GED.
ITIL 4 Certification preferred; experience supporting EPIC EHR highly desirable.
A minimum of 4 years of Service Desk support experience in a multi‑platform, medium to large‑scale computing environment.
Proven knowledge of workstation operating systems, applications, hardware, and systems integration.
Proven customer service, interpersonal, and verbal and written communication skills.
Ability to balance multiple assignments daily, manage time appropriately with minimal supervision, and maintain a professional demeanor under stress.
Experience with Windows, Active Directory, Microsoft O365 Admin suite, and Microsoft Office Suite.
Experience supporting EPIC EHR at any level.
Excellent problem‑solving skills and strong customer focus, initiative, self‑direction, and a commitment to customer service.
Proficiency with system tools such as Bomgar, Remote Desktop, Ivanti Management, Citrix, and other relevant tools.
Knowledge of wireless networking, mobile devices, and tablets.
As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) as a condition of employment.
Equal Opportunity Employer / Veterans / Disabled.
#J-18808-Ljbffr