IT Support Technician II

Jabil; Harvard (MA); On-site; USD 36,000 - 65,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Paid time off

Parental leave

Company holidays

401(k) retirement plan

Employee stock purchase plan

Job summary

Jabil seeks an on-site IT support technician to service Clinton and Devens, MA. You will handle in-person and remote end-user issues, participate in on-call rotations, and resolve complex desktop and network problems.

You will install and maintain desktops, laptops, printers, and mobile devices, support AD and Microsoft 365 apps, and assist with IT projects and deployments. Collaboration with internal teams is essential.

Qualifications

• On-site IT support experience in multiple locations.
• Ability to work in a fast-paced environment and respond to incidents.
• Experience with ServiceNow ticketing and CMDB is a plus.
• Comfort with on-call rotation and after-hours support.

Responsibilities

• Provide on-site IT support for Clinton and Devens, MA locations.
• Participate in on-call rotation and respond to critical issues during and after hours.
• Troubleshoot desktop, laptop, software, OS, network, printer, and end-user issues.
• Install, configure, troubleshoot, upgrade, and maintain IT equipment.
• Support end users in person, by phone, and via remote tools.
• Serve as escalation point for unresolved issues.
• Troubleshoot network connectivity (TCP/IP, DNS, DHCP) and devices.
• Support Active Directory users, computers, permissions, and groups.
• Support Microsoft 365 apps (Outlook, Teams, OneDrive, Excel, Word, PowerPoint).
• Create and manage incidents in ServiceNow; meet SLAs.
• Maintain IT asset data in ServiceNow and CMDB.
• Assist with deployment and relocation of IT equipment.
• Support conference rooms, AV equipment, VoIP, printers, and scanners.
• Participate in IT projects and infrastructure upgrades.
• Collaborate with internal teams and vendors to resolve issues.
• Identify recurring problems and suggest improvements.
• Create knowledge base articles and technical documentation.
• Mentor less experienced technicians as needed.
• Follow Safety, Quality, Security, and IT policies; perform other duties.

Job description

• Provide on-site IT support for the Clinton and Devens, Massachusetts locations.
• Participate in the on-call rotation and respond to critical issues during and outside normal business hours.
• Independently troubleshoot and resolve moderately complex to advanced desktop, laptop, software, operating system, network, printer, and end-user issues.
• Install, configure, troubleshoot, upgrade, and maintain desktops, laptops, tablets, printers, mobile devices, and other IT equipment.
• Support end users in person, by phone, and through remote support tools.
• Serve as an escalation point for technical issues that cannot be resolved through first-level support.
• Troubleshoot wired and wireless network connectivity, TCP/IP, DNS, DHCP, and network-connected devices.
• Support Microsoft Active Directory, including user accounts, computers, permissions, and group membership.
• Support Microsoft 365 applications including Outlook, Teams, OneDrive, Excel, Word, and PowerPoint.
• Create, update, and manage incidents and service requests within ServiceNow while meeting established service-level expectations.
• Maintain accurate IT asset and configuration information within ServiceNow and CMDB.
• Assist with deployment, installation, relocation, and replacement of IT and network equipment.
• Support conference rooms, audio/video equipment, VoIP phones, printers, scanners, and other site technology.
• Assist with site IT projects, infrastructure upgrades, equipment refreshes, and deployments.
• Work with internal IT teams and vendors to troubleshoot and resolve technical issues.
• Identify recurring issues and recommend improvements or permanent solutions.
• Create and maintain knowledge base articles and technical documentation.
• Provide technical guidance and assistance to less experienced support technicians when needed.
• Follow all company Safety, Quality, Security, and IT policies and procedures.
• Perform other duties as assigned.

Job Summary

Essential Duties and Responsibilities

• Provide on-site IT support for the Clinton and Devens, Massachusetts locations.
• Participate in the on-call rotation and respond to critical issues during and outside normal business hours.
• Independently troubleshoot and resolve moderately complex to advanced desktop, laptop, software, operating system, network, printer, and end-user issues.
• Install, configure, troubleshoot, upgrade, and maintain desktops, laptops, tablets, printers, mobile devices, and other IT equipment.
• Support end users in person, by phone, and through remote support tools.
• Serve as an escalation point for technical issues that cannot be resolved through first-level support.
• Troubleshoot wired and wireless network connectivity, TCP/IP, DNS, DHCP, and network-connected devices.
• Support Microsoft Active Directory, including user accounts, computers, permissions, and group membership.
• Support Microsoft 365 applications including Outlook, Teams, OneDrive, Excel, Word, and PowerPoint.
• Create, update, and manage incidents and service requests within ServiceNow while meeting established service-level expectations.
• Maintain accurate IT asset and configuration information within ServiceNow and CMDB.
• Assist with deployment, installation, relocation, and replacement of IT and network equipment.
• Support conference rooms, audio/video equipment, VoIP phones, printers, scanners, and other site technology.
• Assist with site IT projects, infrastructure upgrades, equipment refreshes, and deployments.
• Work with internal IT teams and vendors to troubleshoot and resolve technical issues.
• Identify recurring issues and recommend improvements or permanent solutions.
• Create and maintain knowledge base articles and technical documentation.
• Provide technical guidance and assistance to less experienced support technicians when needed.
• Follow all company Safety, Quality, Security, and IT policies and procedures.
• Perform other duties as assigned.

The hourly pay range for this role is $26.30 - $47.36. Job-related, non-discriminatory factors used to determine the actual offered rate include qualifications and experience, geographic location, education, external market data, and consideration of internal equity.

As part of the total rewards package, Jabil offers benefits to enhance your health, wealth, and resilient self. These include medical, dental, and vision insurance plans; paid time off; paid parental leave; company-paid holidays subject to change yearly; 401(k) retirement plan; and employee stock purchase plan.