IT Network & Support Technician

American Consumer Credit Counseling; Newton (MA); On-site; USD 50,000 - 70,000; Full time

Job summary

American Consumer Credit Counseling in Massachusetts seeks an IT Support Technician to troubleshoot end-user issues across hardware, software, and network connectivity, with ownership from report to resolution.

Responsibilities include supporting Azure resources, managing Jira tickets, and assisting IT projects while maintaining asset inventory and user access controls.

Qualifications

• Experience providing Tier 1/2 support.
• Strong networking fundamentals: TCP/IP, DNS, DHCP, VPN.
• Experience with Microsoft Azure and Microsoft 365 administration.
• Ability to explain technical concepts to non-technical users.

Responsibilities

• Troubleshoot and support physical network infrastructure, including switches, routers, wireless APs, cabling.
• Resolve logical network issues: TCP/IP, VLANs, DNS, DHCP, VPN connectivity.
• Provide Tier 1 and Tier 2 help desk support and own issues through resolution.
• Support Microsoft Azure resources: VMs, networking, access controls.
• Manage service desk tickets in Jira with accurate documentation and closure.
• Assist with IT projects and infrastructure improvements.

Skills

Tier 1/2 support

Network troubleshooting

Azure cloud

Microsoft 365 / AD

VoIP / Telephony

Security monitoring

IT ticketing tools

Independent work

Communication

Documentation

Tools

Jira

Twilio Flex

Job description

Position Summary

The IT Support Technician is responsible for troubleshooting and resolving end-user issues involving hardware, software, network connectivity, phone systems, and other IT services in a timely manner. This position provides both Tier 1 and Tier 2 technical support, as appropriate, and is expected to take ownership of issues from initial report through resolution, including coordinating escalations and following up to ensure successful completion. The IT Support Technician also supports the maintenance and troubleshooting of physical and logical network infrastructure and assists with IT projects as needed.

Primary Duties and Responsibilities

This job description does not limit management's ability to assign or adjust duties and responsibilities at any time.

• - Troubleshoot and support physical network infrastructure, including switches, routers, wireless access points, network cabling, and related connectivity equipment.
• - Troubleshoot logical network connectivity and configuration issues, including TCP/IP, VLANs, DNS, DHCP, routing, VPN connectivity, and basic firewall rules.
• - Promptly respond to and troubleshoot help desk inquiries, providing Tier 1 and Tier 2 technical support as appropriate.
• - Support and troubleshoot Microsoft Azure resources and services, including virtual machines, app services, networking, access permissions, and related cloud infrastructure.
• - Take ownership of assigned issues through completion, including troubleshooting, escalation, coordination with other IT resources or vendors, and follow-up with end users to confirm resolution.
• - Provide end-user assistance for hardware, software, phone systems, call recording, network connectivity, and other IT-related issues.
• - Manage and maintain service desk tickets in Jira, ensuring accurate documentation, timely updates, and appropriate resolution and closure.
• - Assist with network equipment installation, configuration, maintenance, and troubleshooting, escalating complex network issues as appropriate.
• - Review network and endpoint security alerts, monitor security logs, and escalated identified issues to the appropriate departmental resources Install, configure, and maintain workstations, laptops, printers, software, and peripheral equipment, including equipment moves.
• - Assist with routine maintenance of desktop applications, operating systems, and software updates and patches.
• - Maintain accurate IT asset inventory, tracking hardware and software throughout the device lifecycle.
• - Manage user accounts and access permissions, including network access, application access, security groups, and building access credentials.
• - Troubleshoot and repair IT-related equipment as needed.
• - Assist with IT infrastructure improvements, system upgrades, and other technology projects.
• - Other duties as assigned

IT Support Experience

• - Previous experience providing Tier 1 and Tier 2 technical support, including troubleshooting hardware, software, network connectivity, and Windows operating systems.
• - Networking: Strong foundational understanding of both physical and logical networking concepts, with hands-on experience troubleshooting LAN/WAN connectivity, switches, routers, wireless networks, TCP/IP, VLANs, DNS, DHCP, and VPN connections. Experience with Ubiquiti equipment and CompTIA Network+ certification a plus.
• - Microsoft Azure (Required): Working knowledge and hands-on experience with Microsoft Azure, including virtual machines, virtual networking, resource management, access controls, and basic cloud infrastructure troubleshooting.
• - Microsoft Technologies: Familiarity with Microsoft 365 administration, including Intune, Microsoft Entra ID, Exchange Online, Windows Active Directory, and Windows operating systems.
• - VoIP and Telephony: Knowledge of VoIP technologies and cloud-based phone systems, particularly Twilio Flex, is beneficial.
• - Security and Monitoring: Familiarity with endpoint security tools, network monitoring, security alerts, and basic cybersecurity practices.
• - IT Management Tools: Experience using ticketing systems, remote monitoring and management tools, and endpoint management platforms.
• - Troubleshooting and Ownership: Strong analytical and problem-solving skills, with the ability to independently diagnose and resolve technical issues. Demonstrated accountability for managing issues through completion, including proactive communication, escalation management, and follow-up.
• - Independence: Ability to work independently, manage competing priorities, take initiative, and identify and resolve technical issues with minimal supervision.
• - Communication: Strong verbal and written communication skills, including the ability to explain technical concepts to nontechnical employees, provide timely status updates, and document technical procedures and resolutions Other: Advanced computer knowledge; basic mathematical skills; ability to read and interpret operating instructions, technical documentation, procedure manuals,