Field Support Technician

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives. The Field Support Technician will be responsible for delivering world-class field support services across all Beth Israel Lahey Health, Inc. (BILH) entities and its affiliates. This includes acting as an escalation point on tickets not resolved by the Service Desk as well as logging, triaging, resolving, and timely follow-up of service requests/incidents.

Requirements

• Primary 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.
• Diagnose and resolve moderately difficult desktops and peripherals related to interoperability, OS security issues, system access, passwords, and authentication.
• Acquires an understanding of network-related activities and support, including but not limited to IP and DNS.
• Acquires an understanding of BILH-centric clinical and core applications with the skill/ability to troubleshoot and resolve performance, access, and interoperability issues.
• Provides on-call/after-hours support.
• Competencies: Decision Making, Problem Solving, Independence of Action, Written Communications, Oral Communications, Knowledge, Team Work, Customer Service

Benefits

• Paid time off
• Health insurance
• Retirement plan
• Life insurance
• Disability insurance
• 401(k) matching