Endpoint Technician I

massgeneralbrigham; Northampton (MA); On-site; USD 26,000 - 44,000; Full time

Job summary

Mass General Brigham is seeking an IT Support Technician to manage and support a wide range of technical systems and equipment. This onsite role includes transporting and setting up gear, maintaining inventory, and ensuring secure, efficient operations while providing technical guidance to peers.

You will handle break/fix support, monitor software, respond to requests via phone, email, tickets, and chat, and collaborate with subject matter experts using ITIL practices.

Qualifications

• Experience in customer service and IT support.
• 1–2 years preferred in hardware/software troubleshooting.
• High school diploma or equivalent; associate degree preferred.

Responsibilities

• Provide break/fix technical support for networked and stand-alone equipment.
• Transport, install, and decommission systems.
• Monitor software, access systems, and respond to hardware errors.
• Input, process, and retrieve data as part of daily operations.
• Respond to support requests via phone, email, ticketing systems, and chat.
• Deliver timely IT support and customer service to internal users.
• Collaborate with subject matter experts and escalate using ITIL practices.
• Document issues and resolutions for knowledge base development.

Skills

Windows OS

Troubleshooting

Customer service

Communication

Education

High School Diploma or Equivalent

Associate's Degree Related Field of Study preferred

Tools

Ticketing systems

Job description

Job Summary

Responsible for managing and supporting a wide range of technical systems and equipment. Duties include transporting and setting up technical equipment and maintaining inventory. Also responsible for managing systems to ensure secure and efficient operations, providing technical support and troubleshooting, and offering technical guidance to peers to minimize disruptions and maintain productivity

Essential Functions

• Provide break/fix technical support services for networked and stand-alone computing equipment.
• Transport, set up, install, and decommission systems.
• Provide operational support by accessing software, monitoring system jobs, and responding to peripheral hardware errors and stoppages.
• Operate systems to input, process, and retrieve data as part of daily operations.
• Respond to support requests via phone, email, ticketing systems, and instant messaging platforms.
• Deliver timely and effective technical support and customer service to internal users, resolving routine hardware, software, and system-related issues.
• Collaborate with subject matter experts and elevate issues as necessary using ITIL leading practices.
• Document issues and resolutions clearly and accurately for ongoing knowledge base development and process improvement.

Education

High School Diploma or Equivalent required or Associate's Degree Related Field of Study preferred

Can this role accept experience in lieu of a degree?

Yes

Experience

Experience in customer service and IT support, including hardware and software troubleshooting 1-2 years preferred and Experience in support or related technical field 0-1 year preferred

Knowledge, Skills and Abilities

• Proficient working knowledge of associated technical systems and software.
• Proficiency with associated technical systems and software.
• Solid experience with Microsoft Windows operating systems.
• Excellent troubleshooting and problem-solving abilities across IT environments.
• Proficient written and verbal communication skills.
• Outstanding customer service, interpersonal, and organizational skills.
• Demonstrated ability to multi task, prioritize, and manage competing work demands.
• Creative, detail-oriented, and adaptable in fast-paced technical environments.

Working Conditions

• Onsite position Monday - Friday 8am-4:30pm
• Remote Type: Onsite
• Work Location: 30 Locust Street
• Scheduled Weekly Hours: 40
• Employee Type: Regular
• Work Shift: Day (United States of America)

Pay Range: $22.22 - $31.71/Hourly

Grade: 4

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.

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 Framewor