Desktop Support Technician Mass Eye and Ear

The Opportunity

The End Point Network Technician is for providing technical services, ensuring the smooth operation of systems. Duties include deploying and configuring devices, installing and updating software, testing connectivity, performing diagnostics, troubleshooting issues, and making necessary repairs. Plays a key role in supporting end-users, minimizing downtime, and improving overall system performance.

• Troubleshoot and resolve technical issues (hardware, software, network devices).
• Ensure compliance with security policies and procedures, especially related to data confidentiality.
• Prioritize, triage, and elevate unresolved issues as appropriate, following ITIL leading practices.
• Provide break/fix support, including hardware maintenance and setup.
• Support large hardware deployments, operating system rollouts, and preventative maintenance tasks.
• Participate in Service Desk, Telecom, or network improvements, and deploy new technology.
• Ensure compliance with security policies and procedures, especially related to data confidentiality.
• Maintain inventory of hardware and software, ensuring proper functionality and life cycle management.
• Partial AV support

• High School Diploma or Equivalent required
• Associate's Degree Related Field of Study preferred
• MGB can consider and review experience in lieu of a degree for this role
• Customer service and technical support experience, including hands‑on experience with the installation, repair, and troubleshooting of personal computers 2‑3 years required
• Hands‑on experience in desktop support, telecom support, technical support, or IT‑related roles, preferably in a healthcare or managed care setting 1‑2 years preferred

• Proficient in analytical, troubleshooting, and problem‑solving skills.
• Proficient knowledge of hardware components, operating systems (e.g., Windows, Mac OS), network protocols, and popular software solutions (e.g., Office 365, Internet browsers).
• Excellent verbal and written communication skills for interacting with staff, explaining technical concepts in non‑technical terms, and documenting support activities clearly.
• Ability to multitask, prioritize, and manage multiple tasks efficiently in a fast‑paced environment.
• Flexibility, versatility, and adaptability in day‑to‑day activities.

• M‑F Eastern Business Hours
• Onsite 4‑5x weekly, must be flexible due to business need and projects in progress.
• Typically 1 day per week remote from home
  Remote work requires stable, secure, quiet compliant work station

Mass General Brigham Incorporated is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.