Senior IT Services Technician

Come join a winning team! Here at Imprivata, you'll see a dedicated group of professionals who care about improving healthcare. Our team thrives on collaboration and sharing ideas, whether in a cross-functional meeting or at one of our virtual team-building events.

While we're diverse in our backgrounds and skills, we have much in common. A passion for our mission. A strong sense of integrity. A belief that we're making a positive impact and a commitment to having fun.

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

Job Summary

The Senior IT Services Technician provides advanced technical support for end users and assists in the daily operations of the Service Desk. This position serves as an escalation point for resolving more complex technical issues, following established procedures and under the guidance of IT Services management. The technician will also support the implementation of IT service improvements and contribute to documentation and knowledge-sharing efforts. This role may assist other IT teams, such as Systems and Networking, with localized or routine tasks as assigned.

Duties and Responsibilities

• Provide timely and courteous technical support for end users, including hardware, software, mobile devices, and collaboration tools.
• Respond to IT service requests and incidents, following established procedures for resolution and escalation.
• Assist with desktop, laptop, and printer setups, new user onboarding, and routine equipment maintenance.
• Support meeting room technologies and help manage software inventory and installations.
• Participate in testing and documenting new hardware and software under guidance from IT management.
• Collaborate with team members and third-party vendors to help resolve technical issues as assigned.
• Maintain and update IT documentation, standard operating procedures, and asset tracking records.
• Available to work evenings and weekends as needed; maintain confidentiality and follow company policies.
• Participate in on-call rotation; evening and weekend work required on occasion.
• Other duties as assigned and required.

Required Qualifications

• Bachelor's degree in Computer Science or related professional experience
• 4-6 years of relative technical experience.
• Proven ability to provide exceptional customer service and explain technical concepts to non-technical users.
• Hands-on experience in service operations, incident management, and technical project support.
• Strong tier 2 troubleshooting skills with solid knowledge of Windows, macOS, iOS, Android, and common business applications (e.g., Office 365, Salesforce, Jira).
• Experience with endpoint security, device imaging, Microsoft Autopilot, Intune, SCCM, and Zoom.
• Familiarity with ITIL practices; ITIL Foundations certification required.
• Skilled in change management, knowledge management, and supporting security tools.
• Team-oriented with strong interpersonal, organizational, and communication skills.
• Experience with procurement processes, VDI/VMware environments, and basic network support (WAN/LAN).

This position offers an hourly range of $38.94 to $43.75, 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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