Senior Travel Support Technician

Site: Mass General Brigham Incorporated

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

Job Summary

Mass General Brigham Digital Enterprise team is hiring a Senior Travel Support Technician, Regional Full-Time to support our healthcare system and research devices.

This is an active, travel-based role ideal for someone who enjoys variety, hands-on problem solving, and supporting end users directly.

What You''ll Do

• Provide hands-on desktop and equipment support across multiple sites
• Troubleshoot hardware, software, and access issues
• Install, configure, and relocate devices and systems
• Support clinicians and staff in a fast-paced healthcare environment
• Document and track work through the ticketing system
• Deliver excellent customer-facing IT support

Qualifications

• High School Diploma or Equivalent required
• Can this role accept experience in lieu of a degree? No
• Entry-level IT or desktop support experience
• Strong customer service mindset
• Comfortable with travel and working independently
• Reliable transportation required
• Interested in hands-on, field-based support work
• Experience providing technical support, including installation, repair and troubleshooting of computers 3-5 years required

Skills For Success

• Strong analytical and problem-solving skills with the ability to troubleshoot and resolve technical issues efficiently
• Proven ability to manage multiple priorities, adapt quickly, and meet deadlines in a fast-paced environment
• Excellent interpersonal skills with the ability to communicate effectively across technical and non-technical teams
• Flexible, adaptable, and comfortable working in dynamic, day-to-day operational environments

Technical Expertise

• Solid knowledge of end-user technologies including phone systems, printers, and general computing equipment
• Working knowledge of operating systems (Windows and macOS) and common business applications (e.g., Office 365, web browsers)
• Advanced experience with macOS troubleshooting and support, including JAMF Pro administration
• Hands-on experience diagnosing and resolving both hardware and software issues on MacBook and iMac devices
• Understanding of network configuration and connectivity troubleshooting

Communication & Documentation

• Strong verbal and written communication skills, with the ability to clearly explain technical concepts to non-technical users
• Ability to document support activities, resolutions, and processes in a clear and organized manner

Schedule & Work Model

• Monday - Friday | 8:00 AM - 4:30 PM ET
• Home base: Charlestown Navy Yard
• On-call rotation: approximately every 6-8 weeks (off-hours support)

Work Style

• Start each day at your Charlestown home base
• Receive assignments via a ticketing system (ServiceNow)
• Work may include:
• Onsite support at your home base OR
• Traveling to other MGB sites based on demand

Travel Coverage Areas

• Boston / Charlestown
• West Roxbury
• South Shore
• Foxboro
• Occasional planned support in Somerville

️ Travel is a regular part of the role (not occasional) - great for candidates who want mobility and exposure across a large health system

Additional Job Details (if applicable)

Working Model Required

Research equipment support in Boston / Charlestown

• M-F 8a-430p ET Travel to MGB sites
• Charlestown Navy Yard Home Base
• Start at Home Base to review ticket system will and remain onsite or travel to other sites for ticket support
• This is a travel based support role to cover MGB sites - West Roxbury, Boston, South Shore, Foxboro and more in Boston/ South Shore Region
• Some coverage in Somerville occasionally planned ahead
• On Call Coverage rotates every 6-8 weeks
• Mileage stipend reimbursement for travel
• Valid license and vehicle required

Remote Type

Onsite

Work Location

149 Thirteenth Street Building 149

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

Pay Range

$25.50 - $36.49/Hourly

Grade

5

At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.

EEO Statement:

0100 Mass General Brigham Incorporated is an Equal Opportunity Employer. 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. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran's Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership "looks like" by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.