Sr. 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 an Sr. IT Services Technician to join our team. This is a hybrid opportunity based in our Waltham, MA office.

Job Summary

The Sr. IT Services Technician provides advanced technical support across end-user devices, operating systems, applications, and related IT services. This role resolves complex issues, supports and mentors IT team members, and partners across the organization to maintain reliable, secure technology and improve service delivery. The technician also contributes to onboarding, knowledge management, and responsible use of approved AI tools to strengthen troubleshooting, automation, and user support.

Duties and Responsibilities

• Deliver advanced support for Windows, MacOS, and Linux systems, mobile devices, peripheral equipment, network hardware, and asset management tools.
• Investigate and resolve complex technical issues across endpoints and user environments, ensuring timely restoration of services.
• Provide guidance and mentorship to other IT team members, assisting with escalated issues that require deeper technical expertise.
• Collaborate with cross-functional teams including systems, networking, security, and non-IT departments, as well as third-party vendors, to resolve technical challenges and coordinate external support when necessary.
• Respond to support requests via phone, email, and ticketing systems, prioritizing based on urgency and impact.
• Document troubleshooting steps and resolutions to maintain knowledge bases and support the creation of standard operating procedures (SOPs).
• Analyze ticket trends to identify opportunities for proactive support and continuous improvement.
• Set up user accounts, systems, and equipment for new hires, ensuring a smooth onboarding experience.
• Educate users on IT policies, security protocols, and best practices to support secure and effective technology usage.
• Remain flexible and responsive to shifting business needs and priorities, including participation in high-priority incident resolution.
• Uphold confidentiality and handle sensitive data with discretion.
• Contribute to assigned projects and take on additional responsibilities as needed, demonstrating initiative and commitment to team and organizational success.
• Participate in process and service enhancement initiatives to elevate the quality and efficiency of IT support.
• Use approved AI tools to accelerate troubleshooting, summarize ticket history, draft knowledge articles and SOPs, and identify recurring issues, while validating AI-generated outputs before they are used or shared.
• Apply sound data-handling and security practices when using AI, ensuring confidential, personal, or proprietary information is not entered into unapproved tools or exposed through AI-generated content.
• Support AI-enabled IT service capabilities, including self-service, workflow automation, intelligent knowledge management, and endpoint-support tools, and provide feedback to improve their effectiveness.
• Coach users and IT team members on practical, responsible, and secure use of approved generative AI tools to improve productivity and service quality.
• Other duties as assigned and required.

Required Qualifications

• 5+ years of hands-on technical support experience across PC, Mac, Linux systems, mobile devices, networks, and customer service.
• Bachelor’s degree in a technical field or equivalent relevant experience.
• Proficiency with modern enterprise tools and platforms including, but not limited to: Microsoft 365, VMware, wireless technologies, Ubuntu/Linux, Azure/Entra ID, Cisco VPN, and approved generative AI tools (e.g., ChatGPT).
• Proficiency with Microsoft Intune, Windows Autopilot, and other modern MDM/UEM platforms for device enrollment, configuration, application deployment, compliance, and lifecycle management.
• Strong troubleshooting and diagnostic abilities in complex, multi-platform environments.
• Familiarity with endpoint security, system imaging, and remote support tools.
• Demonstrated AI literacy, including the ability to write effective prompts, assess the accuracy and limitations of AI-generated responses, and apply appropriate human judgment.
• Experience using AI-assisted troubleshooting, knowledge-management, or service-management tools, with the ability to document and communicate results clearly.
• Working knowledge of PowerShell, Python, or workflow automation concepts used to streamline repeatable support tasks is preferred.
• Understanding of data privacy, cybersecurity, and acceptable-use principles as they apply to generative AI and automation.
• Highly adaptable and capable of managing multiple demands in a fast-paced environment.
• Calm, flexible, and resourceful approach to high-pressure situations
•  Excellent communication skills (written and verbal), with the ability to clearly convey technical concepts to both technical and non-technical audiences.
• Customer-focused with a proactive mindset and eagerness to stay current with emerging technologies.
• Demonstrated ability to work both independently and as part of a collaborative team.
• Industry certifications such as: CompTIA A+, CCNA / CCNP, Other relevant credentials

This position offers an hourly range of $39.42-44.23/hr. (inclusive of base salary and variable compensation, such as bonuses and incentives). 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.

#LI-Hybrid #LI-SF1