Senior 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 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, Information Technology, Engineering, or a related field, or equivalent combination of technical education and relevant hands-on experience.
• 5+ 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). <