Join to apply for the Lead Field Support Technician role at Beth Israel Lahey Health
When you join the growing BILH team, you're not just taking a job— you’re making a difference in people’s lives.
Job Description
The Lead Field Support Technician is responsible for delivering world‑class field support services across all Beth Israel Lahey Health (BILH) entities and its affiliates. Using the Information Technology Service Management suite provided, this Tier 2/3 in‑person support position is responsible for all aspects of customer requests and incident management. This includes acting as an escalation point on tickets not resolved by the Service Desk and Field Support as well as logging, triaging, resolving, and timely follow‑up of service requests/incidents. The Lead Field Support Technician interacts with all levels of BILH colleagues and must possess superior customer relations and communications skills. The role requires a strong blend of customer service and technical expertise across a broad range of IT areas. Daily responsibilities include operating and supporting PCs, printers, peripherals, mobile devices, operating systems, software applications, and vendor devices. The position demands a constant learning attitude, curiosity, helpful engagement with clients and colleagues, and investment in the success of the team and its services. Finding answers from documented solutions and researching technical issues to resolution are critical skills for this role.
Essential Duties & Responsibilities
- Provide Level 2.5 or 3 support, offering advanced support and serving in a supervisory role when needed (reviewing tickets, managing SLAs, filling in for the Supervisor/Manager).
- Coordinate customer support issues, ensure timely response, achieve positive outcomes, and identify when escalation to SMEs or management is required.
- Diagnose and resolve complex desktop and peripheral issues related to interoperability, OS security, system access, passwords, and authentication.
- Respond accurately to desktop issues involving profiles, group policies, and local system configurations.
- Demonstrate understanding of network‑related activities and support, including IP and DNS issues.
- Maintain professional knowledge by participating in training opportunities, vendor seminars, and in‑service programs.
- Mentor, cross‑train, and train senior staff.
- Act as an escalation point for the Service Desk and Field Support.
- Apply knowledge of BILH‑centric clinical and core applications to troubleshoot performance, access, and interoperability issues.
- Assess and diagnose problems using remote tools, performing fixes and installations.
- Train and onboard new team members.
- Leverage best practices in IT security to quickly recognize business‑impacting vulnerabilities and threats.
- Contribute to creation of processes and procedures for the Service Desk knowledge base, working closely with teams to develop standardized workflows.
- Maintain accurate and timely updates to the ITSM ticketing system.
Competencies
- Decision Making – make decisions guided by precedents, policies, and objectives.
- Problem Solving – address highly varied, complex, and often non‑recurring problems with innovative, creative, and Lean diagnostic techniques.
- Independence of Action – set goals and determine how to accomplish results with broad guidance from leadership.
- Written Communications – summarize and communicate moderately complex information in varied written formats.
- Oral Communications – comprehend and communicate complex verbal information in English to staff, patients, families, and external customers.
- Knowledge – demonstrate in‑depth knowledge of concepts, practices, and policies and apply them in complex situations.
- Team Work – act as a team leader for small projects or work groups, fostering collaboration and improving workflows.
- Customer Service – provide high‑level service and staff training to meet customer service standards and resolve issues timely and respectfully.
Education
High School diploma or GED required.
Licensure, Certification & Registration
N/A
Experience
- 5–8 years of related work experience.
- Service Desk/Field/IT Support experience supporting a large enterprise of end users in a complex MS Windows / MS Office environment.
Skills, Knowledge & Abilities
- Expert knowledge of operating systems (Windows 10, macOS) and mobile devices (iOS, Android), plus network fundamentals.
- Solid experience with Citrix, Microsoft infrastructure (Windows, Active Directory, Exchange), and Microsoft 365.
- Advanced knowledge of ITSM systems such as ServiceNow or Remedy.
- Advanced technical computer skills specific to functional area and related systems.
Preferred Qualifications & Skills
- Expert knowledge of Dell, Apple, HP, and Ricoh hardware.
- Knowledge of Oracle PeopleSoft and Workday applications.
- A+ Certification required.
Pay Range
$32.00 – $45.00 per hour
Other Information
As a health care organization, we are obligated to fully care for and protect our patients, colleagues, and communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) as a condition of employment.
Beth Israel Lahey Health is a diverse, Equity‑Focused Employer. Applicants with disabilities, veterans, and otherwise qualified candidates are encouraged to apply.
#J-18808-Ljbffr