IT Services Technician

Ready to join a team that's all in? At Imprivata, we deliver unified access and security management programs that eliminate friction, empowering healthcare and mission-critical organizations to work smarter, faster, and more securely.

We believe work can be more than a job or task-it's a collective spirit; the type that emboldens creativity, embraces challenge, and fosters excitement. We are constantly raising the bar on what's possible, owning the outcome of our triumphs and trials, staying nimble amidst change, and cultivating an environment where we win together. Here, your ideas matter, your differences are celebrated, and your work drives real results-for your career, your teammates, and our customers.

When you join Imprivata, you embark on a shared journey of ambition and growth. We're committed to building an inclusive workplace where everyone feels valued and supported. If you're looking for a place to match your passion with purpose-and where every day you can make an impact-you'll find it here.

We are seeking a IT Services Technician to join our team. This is a hybrid opportunity based out of our Waltham, MA office.

Job Summary

The IT Services Technician provides customer-focused, single-point-of-contact for quality IT services and support. This position is also responsible for receiving, prioritizing, diagnosing, addressing and escalating support requests from on-site and remote users company wide. Support includes but is not limited to: PCs, Macs, VDI, mobile and desk phones, network equipment, and related peripherals. This position will report to the Manager, IT Service Desk.

Duties and Responsibilities

• Provide support for PCs, Macs, mobile devices, network equipment, and peripherals.
• Handle and prioritize IT support requests via phone, email, and ticketing system; escalate or receive escalations as needed.
• Communicate with users to resolve issues and ensure timely follow-up; maintain confidentiality.
• Collaborate with senior IT staff and third-party providers to resolve complex issues.
• Maintain accurate IT request records and follow established procedures and policies.
• Assist with onboarding tasks, documentation updates, and reporting on IT request trends.
• Build and configure workstations for new hires and existing employees.
• Adapt to shifting business priorities with flexibility and responsiveness.
• Other duties as assigned and required

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent combination of technical education and relevant hands-on experience.
• 2+ years' experience supporting PCs, Macs, phones (iOS and Android), network equipment, and related peripherals.
• Solid knowledge of end user PC software, host applications and hardware capabilities including but not limited to, Windows, Office, VMWare, Wireless tech, and Cisco VPN.
• Familiarity with Virtual Desktop Infrastructure (VDI) is a plus.
• Must be able to work creatively, calmly, flexibly and under tight deadlines in order to respond quickly and positively to shifting/multiple demands and opportunities.
• Ability to clearly communicate in English with users, co-workers, application developers and IT personnel both verbally and in writing.
• A self-starter and team player, customer service oriented and someone who can multi-task. Can work independently as well as in a team environment.
• Passion for learning about technology.

This position offers an hourly range of $25.76 to $35.96, and an annual target bonus of $1,800. In addition, more information about Imprivata's benefit offerings can be found here. This range represents the high and low end of Imprivata's compensation range for this position. Actual compensation will vary and may be above or below the range based on various factors, such as a candidate's location, skills, experience, and qualifications.

At Imprivata, we have a top-notch work environment, developmental opportunities, a competitive total rewards package, and the desire to have fun. If you have the skills and qualifications as we have described above, we want to hear from you!

Imprivata provides equal employment opportunities, regardless of race, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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