LogoFresh Jobs Ahead
Beth Israel Lahey Health
Beth Israel Lahey Health
HealthcareHealthcare Insurance

Beth Israel Lahey Health is a healthcare system serving communities across Massachusetts and New Hampshire through hospitals, specialized care centers, and a broad network of clinical services. Its care portfolio includes emergency, primary, urgent, orthopedic, behavioral health, pharmacy, and home care services, supporting patients across different stages and needs.

With 39,000 team members, Beth Israel Lahey Health combines patient care with medical research and education. Its healthcare and healthcare insurance operations reflect a focus on improving community health while delivering coordinated, personalized care.

LinkedIn
Company Jobs

Onsite Service Desk Analyst at Beth Israel Lahey Health

Provide Tier 1 IT support across Beth Israel Lahey Health entities and affiliates. Troubleshoot desktops, applications, networks, and service incidents for healthcare colleagues.

USUnited StatesMAMassachusetts
$21 – $36 / hour
On-siteFull-timeJuniorMiddleNo degree requiredEnglish RequiredAnalyst
AndroidCitrixDNSiOSITSMOracleServiceNow

Description

  • Provide Tier 1 support across Beth Israel Lahey Health entities and affiliates
  • Record, triage, resolve, and monitor service requests and incidents in the IT Service Management Suite
  • Handle calls, emails, work orders, and alerts within established procedures and response times
  • Meet service-level agreements and customer needs while supporting satisfaction goals
  • Coordinate support issues and escalate matters requiring advanced assistance to the Service Desk Supervisor
  • Diagnose and resolve desktop and peripheral problems involving interoperability, operating system security, access, passwords, authentication, profiles, group policies, and local configurations
  • Assist with network operations, including IP and DNS support
  • Maintain reliable operation of PCs, printers, peripherals, and mobile devices
  • Support approved operating systems and software applications
  • Resolve performance, access, and interoperability problems in clinical and core applications
  • Use remote tools to assess and diagnose issues, then complete repairs and installations
  • Recognize potential IT security vulnerabilities and threats that could affect business operations
  • Help maintain Service Desk knowledge bases, procedures, and standardized workflows
  • Lead, initiate, and support the Critical Incident Management process
  • Take part in training, cross-training, vendor seminars, and, when needed, training other IT colleagues

Requirements

  • High school diploma or GED is required
  • Requires 1–3 years of related experience, including at least 2 years supporting Service Desk or IT functions for a large enterprise of end users in an MS Windows and MS Office environment
  • Advanced knowledge of operating systems such as Windows 10 and Mac OS
  • Familiarity with mobile platforms, including iOS and Android
  • Understanding of networking fundamentals, including IP and DNS
  • Strong experience with Citrix applications
  • Strong experience with Microsoft infrastructure, including Windows, Active Directory, and Exchange
  • Strong experience with Microsoft Office 365
  • Experience using ITSM platforms such as ServiceNow or Remedy
  • Ability to create complex documents, conduct analysis, and maintain databases
  • Ability to learn quickly and retain knowledge across a broad range of systems
  • Advanced computer skills for technical support within assigned functional areas and related systems
  • Knowledge of Dell, Apple, HP, and Ricoh hardware is desirable
  • Knowledge of Oracle PeopleSoft and Workday is desirable
  • Knowledge of Electronic Health Record applications is desirable
  • Influenza vaccination is required as a condition of employment

Benefits

  • Influenza vaccination is required as a condition of employment
  • Potential shift differentials
  • Potential call pay
  • Potential premium pay
  • Potential overtime pay

Related Jobs