IT Support Technician II

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

Benefits offered by this job

Medical, dental, and vision insurance

Paid time off

Paid parental leave

Company-paid holidays

401(k) retirement plan

Employee stock purchase plan

Life insurance

Employee assistance program

Job summary

Jabil in Clinton and Devens, Massachusetts, seeks an on-site IT Support professional to troubleshoot end-user issues, manage devices, networks, and software, and participate in after-hours on-call rotations. You will handle incidents in ServiceNow and collaborate with internal teams to maintain device inventories.

The role requires 2–4 years of IT support experience, strong Windows/AD/M365 knowledge, and excellent customer service.

Qualifications

• 2–4 years of relevant IT support experience.
• Strong desktop and end-user troubleshooting skills.
• Windows OS, Active Directory, and Microsoft 365 knowledge.
• LAN/WAN concepts, TCP/IP, DNS, DHCP, wired and wireless networking knowledge.
• Experience with ServiceNow and CMDB preferred.
• Experience with VoIP and conference room technology preferred.
• Experience in manufacturing environment preferred.
• Certifications such as CompTIA A+, Network+, Microsoft preferred.
• Excellent customer service and communication skills.
• Ability to travel between locations and participate in after-hours on-call.

Responsibilities

• Provide on-site IT support for Clinton and Devens locations.
• Troubleshoot 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.
• Create and manage incidents and service requests in ServiceNow; maintain CMDB records.
• Assist with site IT projects, infrastructure upgrades, and equipment refreshes.
• Collaborate with internal IT teams and vendors to resolve issues and implement improvements.

Tools

ServiceNow

CMDB

Windows OS

Active Directory

Microsoft 365

DNS/DHCP

VoIP

Networking basics

Customer service

Job description

At Jabil (NYSE: JBL), we are proud to be a trusted partner for the world's top brands, offering comprehensive engineering, supply chain, and manufacturing solutions. With 60 years of experience across industries and a vast network of over 100 sites worldwide, Jabil combines global reach with local expertise to deliver both scalable and customized solutions. Our commitment extends beyond business success as we strive to build sustainable processes that minimize environmental impact and foster vibrant and diverse communities around the globe.

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.

QUALIFICATIONS AND REQUIREMENTS

• 2–4 years of relevant IT support experience or an equivalent combination of education, training, certifications, and experience.
• Strong desktop and end-user troubleshooting skills.
• Working knowledge of Windows operating systems, Microsoft Active Directory, and Microsoft 365.
• Working knowledge of LAN/WAN concepts, TCP/IP, DNS, DHCP, wired networking, and wireless networking.
• Experience supporting desktops, laptops, printers, mobile devices, peripherals, and network-connected equipment.
• Experience with ServiceNow and CMDB preferred.
• Experience with VoIP, conference room technology, printers, and scanners preferred.
• Experience supporting a manufacturing environment preferred.
• CompTIA A+, Network+, Microsoft, or similar technical certification preferred.
• Strong customer service and communication skills.
• Ability to work independently, prioritize multiple issues, and drive problems through resolution.
• Ability to travel between supported locations as needed.
• Ability to participate in an after-hours on-call rotation.
• Ability to lift and carry up to 25 pounds regularly, with occasional lifting up to 50 pounds.

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.

• medical, dental, and vision insurance plans;
• paid time off;
• paid parental leave;
• company-paid holidays subject to change yearly;
• 401(k) retirement plan;
• employee stock purchase plan.

Jabil, including its subsidiaries, is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, genetic information, veteran status, or any other characteristic protected by law.

Accessibility Accommodation

If you are a qualified individual with a disability, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access Jabil.com/Careers site as a result of your disability. You can request a reasonable accommodation by sending an e-mail to [e-mail] or calling 727-803-7988 with the nature of your request and contact information. Please do not direct any other general employment related questions to this e-mail or phone number. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to.

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