Endpoint Technician I

Massachusetts General Hospital; Northampton (MA); On-site; USD 30,000 - 44,000; Full time

Job summary

Mass General Brigham in Massachusetts is seeking an IT Support Technician to manage and support a wide range of technical systems and equipment in a on-site role. Responsibilities include transporting and setting up equipment, providing break/fix support, and guiding peers to maintain productivity.

The position requires 1–2 years in IT support or customer service, a High School Diploma or GED (Associate's preferred), strong Windows skills, and excellent communication.

Qualifications

• 1–2 years experience in customer service and IT support.
• Education: high school diploma or equivalent; associate degree preferred.
• Proficient with Windows operating systems and standard software.

Responsibilities

• Provide break/fix technical support for networked and stand-alone equipment.
• Transport, set up, install, and decommission systems.
• Monitor software and system jobs and respond to errors.
• Respond to support requests via phone, email, ticketing, and chat.
• Document issues and resolutions for knowledge base and improvements.
• Collaborate with experts and escalate using ITIL practices.

Skills

Windows OS

IT Support

Troubleshooting

Customer Service

Communication

Multi-tasking

Education

High School Diploma or Equivalent

Associate's Degree Preferred

Tools

Ticketing systems

Instant messaging platforms

ITIL practices

Job description

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

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 escalates issues as necessary using ITIL leading practices.
• Document issues and resolutions clearly and accurately for ongoing knowledge base development and process improvement.

Qualifications

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. 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.