Senior IT Field Technician - Travel & Enterprise Support

Community Resources for Justice; Boston (MA); Hybrid; USD 80,000 - 120,000; Full time

Benefits offered by this job

Medical, dental, and vision

PTO and holidays

Life and disability insurance

Retirement plan with company match

Tuition assistance

Employee assistance program

Training & professional development

Voluntary benefit options

Job summary

Community Resources for Justice is seeking a Senior Field Level Support Tech to analyze systems and resolve user issues beyond tier 1. The role requires frequent travel to CRJ’s multiple locations to gain deeper insight into ongoing IT challenges and to escalate technical tickets as needed.

You will document resolutions in the enterprise ticketing system, perform root cause analysis, and provide professional, user-friendly service across devices and platforms.

Qualifications

• 4+ years providing bench / technical support for users.
• Associate’s degree in technology related field.

Responsibilities

• Use advanced knowledge of CRJ’s technology systems to assist troubled users and document resolutions within the enterprise ticketing platform.
• Analyze systems to and perform root cause analysis of issues encountered.
• Provide professional, personalized, and friendly service (seamless, clear, and pleasant written and oral communication)
• Develop and publish documentation as needed for technical systems provided by CRJ’s technology department.
• Collaborate with project coordination to ensure that the field work for projects are completed without disruption to the flow of regular support requests (prioritize and adapt effectively).
• Engage in continuing education, specifically as it relates to Microsoft Cloud and Security technologies.
• Oversee and support a mix of technologies including a variety of hardware and software solutions such as: Wireless, Firewalls, Server OS, Thin Clients, Security Camera, and Conference System setups.
• Make recommendations to management for areas where the use of technology can be improved.

Job description

Community Resources for Justice is seeking a Senior Field Level Support Tech to analyze systems and resolve user issues beyond tier 1. The role requires frequent travel to CRJ’s multiple locations to gain deeper insight into ongoing IT challenges and to escalate technical tickets as needed.

You will document resolutions in the enterprise ticketing system, perform root cause analysis, and provide professional, user-friendly service across devices and platforms.