Onsite IT Support Technician — Nashua

Wide Open West; Nashua (NH); On-site; USD 45,000 - 55,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k with company match

Paid time off

Tuition reimbursement

Job summary

Wide Open West in Nashua, NH is seeking an IT Support Technician to provide Level 2 IT support for WOW! employees in-office.

You will work closely with all departments to resolve hardware, software, and network issues and help maintain secure, functioning workstations. The role requires hands-on troubleshooting, strong communication, and the ability to manage user accounts in Active Directory, plus onboarding and offboarding processes.

Qualifications

• Two-year IT degree preferred or equivalent combination of education and experience.
• 2+ years relevant experience (with some experience preferably in a call center environment).
• Certifications strongly preferred: MCSA, MSCE, MCP.
• Understanding of basic Networking, including Routers, Switches, and Firewalls, Active Directory, and User Profile Security.
• Basic knowledge of modern Windows desktop operating systems.

Responsibilities

• Provides Level 2 support and resolves escalations from the Level 1 ServiceDesk.
• Independently resolve technical issues via Email, phone, remote console, onsite, and ticketing system, including installation, moves, troubleshooting, and upgrading hardware.
• Performs printer installations and equipment moves as necessary.
• Provides ongoing support for employee-owned and company approved personal mobile devices.
• Manage user accounts, including modifying items, groups, and ensuring proper access within Windows Active Directory and associated systems.
• Ensures employees have connectivity to business-critical applications.
• Oversees onboarding and offboarding process, ensuring a smooth transition for new hires and departing employees.
• Conducts training on new technologies.
• Installs and Supports Commercial Off-the-Shelf end user applications, as well as other internal homegrown applications.
• Installs OS and other application updates and patches.
• Verifies and troubleshoots PC/Network cabling.
• Rebuilds, maintains, and re-deploys PCs and Laptops to end-users.
• Creates and maintains user phone extensions and voice mail boxes.
• Provides education and assistance to equip end users with the skills related to the use of Email, Phones, etc.
• Ensures all PCs are covered via up-to-date virus protection.
• Creates and maintains documentation as appropriate on processes and procedures, administrative duties, security profiles, PC and Server inventories and statuses.
• Provides night and weekend coverage as needed for maintenance and on-call schedules.

Skills

Level 2 support

Customer service

Communication skills

Troubleshooting

Active Directory

Networking basics

Printer installation

On-site support

Education

Two-year IT degree

Tools

ServiceNow

Ticketing system

Job description

Wide Open West in Nashua, NH is seeking an IT Support Technician to provide Level 2 IT support for WOW! employees in-office.

You will work closely with all departments to resolve hardware, software, and network issues and help maintain secure, functioning workstations. The role requires hands-on troubleshooting, strong communication, and the ability to manage user accounts in Active Directory, plus onboarding and offboarding processes.