Senior IT Support Technician

Easterseals NH; Manchester (NH); On-site; USD 30,000 - 42,000; Full time

Job summary

Easterseals NH in Manchester, NH seeks a Senior IT Support Technician to maintain agency technology, diagnose hardware issues, and provide escalated support for computers, printers, and peripherals. The role includes managing Azure AD, assisting with procurement, and supporting staff across departments.

You will train end users, contribute to IT projects, track service requests, and ensure security policy compliance in a full-time, on-site position in the greater Manchester area.

Qualifications

• Associate's degree in IT or equivalent required.
• CompTIA A+ certification or equivalent experience.
• 7+ years IT support/help desk experience with supervisory responsibilities.
• 2+ years mobile device management experience.
• Strong knowledge of Windows, Mac, iOS, Android, and related business applications.
• Valid driver's license and reliable transportation.

Responsibilities

• Interview and assist in hiring support technicians.
• Manage and report on key IT metrics.
• Support IT Leadership on strategic projects and vendor relations.
• Assist with Azure AD, MFA, password resets and device management.
• Provide end-user training and 1:1/group support.

Skills

Customer service

Communication

Multitasking

End-user training

Problem solving

Education

Associate’s degree in Information Technology

CompTIA A+ certification

Tools

Windows OS

macOS/iOS

MS Office

Azure Active Directory

Powershell

VoIP configurations

Job description

Job Description

We are seeking a Senior IT Support Technician to support and maintain Agency technology equipment and provide escalated level of support for computers, IT services, and related equipment. The individual in this key position will diagnose and provide support on computer system problems, including debugging, correcting, repairing, servicing, examining, installing, training, and troubleshooting computer hardware, printers, and other peripherals (including advanced support as the Senior Support Technician).

Responsibilities

• Assist with the interviewing process of support technicians.
• Assist with managing and reporting on key metrics.
• Support the IT Leadership Team and the agency on strategic projects and operational alignment with support, infrastructure, and business applications.
• Support IT Purchasing Agent with managing user account requests and separations. Ensure account requests are verified, created in a timely and accurate manner, and compliant with IT and security policies as needed.
• Manage Azure Active Directory to include password resets, Powershell synchronization, device management, training, and multifactor authentication (MFA).
• Support managing and administering the web filtering application. Research, test, and resolve web filtering issues. Suggest and monitor solutions to issues.
• Support departmental procurement procedures, including research, recommendations, communication, and facilitation of relationships with vendors and manufacturers.
• Support the process of terminated staff and Legal Hold procedures to ensure IT policy compliance.
• Cultivate partnerships with area vendors as needed.
• Verify the accuracy of procedure documentation.
• Ensure support requests are evenly distributed based on volume and level of difficulty.
• Assist other IS&T department staff with network configuration and support as necessary.
• Support managed print services and vendor interactions.
• Track and update service requests in throughout the request life cycle.
• Provide A/V support with Zoom Rooms, MS Teams, etc.
• Assist other IT teams as necessary.

Qualifications

• Associate’s degree in Information Technology or equivalent
• CompTIA, A+ certification or equivalent on-the-job experience
• Seven (7) years of IT Support/Help Desk experience with increasing responsibility/supervisory experience, including administrative and customer service experience with a high level of proficiency in information technology and business/enterprise applications
• Minimum two (2) years of recent experience with mobile device management, including tablets,
• Thorough knowledge of a PC environment, computer setup, and business applications (i.e. Windows, Apple, Mac and iOS, Chromebook and Android OS, MS Office, report writer packages, database administration, server/network knowledge)
• Ability to work independently, manage multiple priorities and deadlines, and establish own work plan with minimal supervision
• Excellent written and verbal communication skills, organizational skills, and departmental purchase processing/tracking
• Experience with hosted VoIP solutions, configurations, and support
• Comfortable with a variety of audiences in varying levels of IS/IT literacy
• Ability to train and assist end users 1:1 and as a group
• Ability to lift up to 50 lbs
• Valid driver's license and reliable transportation

Compensation

Starting $26.11 hourly. Additional compensation based on experience and education.

Hours

This is a full-time position. 8am to 5pm, Monday - Friday.

What’s in it for you

Medical, Dental, Vision, Life & Disability
PTO begins accruing on your first day!
10 Paid Holidays - includes a floating holiday of your choice
403(b) employer match up to a maximum of 3%
Tuition reimbursement after one year of employment
Student loan repayment for qualifying degrees after one year of employment
Wellness programs: nutritional counseling services, reimbursement programs for weight loss & tobacco cessation
We are proud to be a recovery-friendly workplace and a NH Veteran-Friendly Business.

EOE