IT Support Staff

NEEDS Center; Andover (MA); On-site; USD 62,000 - 70,000; Full time

Benefits offered by this job

Health insurance (Blue Cross Blue Shield)

Dental and Vision insurance

403B Retirement Plan

Generous PTO policy

11 Paid Holidays

Tuition Reimbursement

Job summary

A growing non-profit organization in Andover, Massachusetts seeks an Information Technology Support Specialist to provide IT assistance and support to users. This onsite role requires excellent problem-solving skills and experience with Microsoft tools. Competitive salary between $62,000-$70,000/year along with great benefits including health insurance, retirement plans, and generous PTO.

Qualifications

• Excellent hands-on problem-solving and troubleshooting skills.
• Customer-service focus and a collaborative mindset.
• Prior experience working on a Helpdesk, in IT, or similar technical function.

Responsibilities

• Ensure prompt computer, telephone, and network support to all system users.
• Provide technical assistance and advice to NEEDS staff.
• Perform daily IT operations as needed.

Skills

Problem-solving and troubleshooting skills

Customer-service focus

Basic knowledge of computer and networking principles

Ability to communicate technical information

Ability to prioritize tasks

Tools

Microsoft Entra ID

Intune MDM

Office 365

Networking

SharePoint

Zendesk

Job description

Build a career in IT with a growing local company! The NEEDS Center is a growing non‑profit organization that specializes in providing services and support to adults with developmental disabilities at our 27 group homes and 4 day centers in Massachusetts.

The Information Technology Support Specialist (ITSS) is responsible for assisting users throughout the organization with technical issues or questions relating to computer hardware, mobile devices and software. In this role, your duties will include handling support tickets, taking phone calls or communicating with users through messaging platforms, helping users diagnose technical issues and supporting daily IT operations, and all departments and system users.

This is an onsite position, Monday-Friday, 8am-4pm, in our Andover, Mass, location.

What You Will Be Doing

• Ensures prompt computer, telephone, and network support to all system users
• Provides technical assistance and advice to NEEDS staff and Reports to the DIT on a regular basis on department performance, critical issues, resource needs, etc.
• Performs daily IT operations as needed.
• Installs, and/or provides technical advice for the installation of technology.
• Running and terminating networking cables for networking infrastructure
• Communicates and implements companywide policies and procedures.
• Helps execute short and long‑term plans to meet present and future automation,, and other technology needs.
• Helps implement security of the IT infrastructure and systems and executes short and long‑term plans for eliminating security risks.
• Confers with operational and management employees of all departments to learn the nature of their operations and the type of data and equipment needed to attain desired results.
• Helps analyze business requirements for IT systems and assesses need for new equipment and software.
• Ensures a complete inventory of all company‑owned computer hardware and software and maintains a regular schedule for routine maintenance of equipment and software.
• Position will require occasional (2-3 times per year) travel to Florida for 1-2 days.
• Performs other related duties as required.

What We’d Like From You

• Excellent hands‑on problem‑solving and troubleshooting skills.
• Basic knowledge of computer and networking principles.
• Microsoft Entra ID, Intune MDM and Office 365 experience preferred.
• Networking experience and SharePoint experience is a preferred.
• Some experience with Web Development / WordPress is a plus.
• Some experience with Cyber Security is a plus.
• Experience with Windows and Macintosh operating systems preferred.
• Zendesk experience preferred.
• The ability to communicate technical information in an accessible manner to non‑technical employees.
• Ability to effectively prioritize and execute tasks in a timely manner.
• Customer‑service focus & a collaborative mindset.
• Prior experience working on a Helpdesk, in IT, or similar technical function.

Great Benefits Include

• Health insurance (Blue Cross Blue Shield)
• Dental insurance, Vision insurance, and FSA
• 403B Retirement Plan with historic generous employer match
• Generous PTO policy
• 11 Paid Holidays and your birthday off!
• Tuition Reimbursement and Tuition Remission.

Pay

$62,000-$70,000/year

The NEEDS Center provides support and services for individuals with developmental disabilities, including Autism Spectrum Disorder (ASD), with a focus on those experiencing challenging behaviors or dual diagnoses. Our approach combines Applied Behavior Analysis (ABA) and Positive Behavior Support (PBS) to help individuals achieve greater independence.