Information Technology Support Specialist

Vinebrook Technology; Waltham (MA); On-site; USD 28,000 - 48,000; Full time

Job summary

Vinebrook Technology in Waltham, MA is hiring a full-time IT Support Specialist to work onsite five days a week. You will support a range of end-user devices, AV infrastructure, and corporate applications, handling issues independently with guidance from senior staff as needed.

The ideal candidate has 2–3 years in a technical support role, hands-on AV/meeting room support, and proficiency with Windows, macOS, AD/Entra, Intune, and collaboration tools like Slack/Teams.

Qualifications

• 2–3 years in a technical support role.
• Experience deploying and maintaining corporate AV systems.
• Experience providing customer support.
• Experience in 24x7x365 Managed Services preferred.
• On-site IT service experience preferred.
• Experience using ITSM and monitoring toolsets.

Responsibilities

• Triage tickets per specified severity levels.
• Refer / elevate customer issues to the appropriate level of support, as needed.
• Respond to automated alerts performing troubleshooting and resolution of issues, as well as proper notifications where required.
• Fulfill service requests and remediate incidents using customer SOPs.
• Use a ticket system to provide regular status updates and ensure tasks are completed per priority and SLAs.
• Support end-users by diagnosing and resolving computer hardware, network, application, and AV / collaboration hardware issues.
• Assist with cross-training of other team members, as needed.
• Provide excellent customer service, staying calm and communicating clearly and professionally in stressful situations.
• Perform other tasks as assigned by management.

Skills

Customer service

Self-motivated

Team collaboration

On-site work

Troubleshooting

Tools

MS Intune

MS Entra / AD

Windows

macOS

Slack / Teams

Microsoft 365

Hands-on AV / Meeting Room Support

Zoom

CompTIA A+

Network+

Security+

Microsoft MTA

Google IT Support Professional

Job description

One of our customers is hiring a full-time IT Support Specialist who will work onsite in Waltham, MA five days per week with a team of IT specialists to deliver excellent support and management of our customers’ environments. They will field issues and requests escalated directly by customer IT personnel, end-users, and monitoring tools. This role will have broad exposure across a range of end-user devices, enterprise audio-visual (AV) infrastructure, and corporate applications. The support specialist will be expected to work issues independently, and when needed, with the assistance of senior subject matter experts on the team. The ideal candidate will be a self-starter, with an ability to learn quickly and provide exceptional customer service.

Rate:

• Experience based: $20.00 - $35.00 per hour

Shift Schedule:

• Monday to Friday
• On-site five days per week in Waltham, MA (required)

Qualifications, Education and Training:

• MS Intune: 2 years (Required)
• MS Entra / Active Directory: 2 years (Required)
• Windows & macOS: 2 years + (Required)
• Slack / Teams / Collaboration Tools: 2 years (Required)
• Microsoft 365: 2 years (Required)
• Hands-on AV / Meeting Room Support: 2 years (Required)
• Zoom: 2 years (Required)
• CompTIA A+, Network+, Security+ (Preferred)
• Microsoft MTA (Preferred)
• Google IT Support Professional (Preferred)

Experience:

• 2-3 years in a technical support role
• Hands-on experience deploying, maintaining, and troubleshooting corporate AV systems and conference room environments
• Experience providing customer support
• Experience in 24x7x365 Managed Services preferred
• On-site IT Service Experience preferred
• Experience using ITSM and Monitoring toolsets

Operations:

• Triage tickets per specified severity levels.
• Refer / elevate customer issues to the appropriate level of support, as needed.
• Respond to automated alerts performing troubleshooting and resolution of issues, as well as proper notifications where required.
• Fulfill service requests and remediate incidents using customer Standard Operating Procedures (SOPs).
• Use a ticket system to provide regular status updates and make sure tasks are completed based on priority and in compliance with SLAs.
• Supporting end-users by diagnosing and resolving computer hardware, network, application, and conference room AV / collaboration hardware issues.
• Assist with cross-training of other team members, as needed.
• Provide excellent customer service, staying calm and communicating clearly and professionally in stressful situations.
• Perform other tasks as assigned by management.

Skills:

Technical IT Skills:

• Operating Systems: Windows, macOS, and Linux setup and troubleshooting.
• Networking: TCP/IP, DNS, DHCP, and Wi-Fi troubleshooting.
• Access Control: Active Directory or Azure AD for user accounts, user creation, and password resets.

Audio-Visual (AV) Skills:

• Hardware: Projectors, smart displays, microphones, speakers, and displays.
• Control Systems: Crestron, Extron, or Q-Sys configuration.
• Video Conferencing: Zoom Rooms, Microsoft Teams Rooms, and Webex.
• Signal Flow: HDMI, SDI, Dante audio, and XLR cabling.
• Highly analytical thinker and troubleshooter.
• Detail oriented with excellent documentation and communication skills.
• Self-motivated, passionate about technology, with the desire to learn new things.
• Foundational understanding of operating systems and servers, both physical and virtual.