Senior IT Support Technician

Easterseals NH; Manchester (NH); On-site; USD 54,000 - 56,000; Full time

Benefits offered by this job

Medical, Dental, Vision, Life & Di

Disability

PTO starts day 1

10 Paid Holidays + floating holiday

403(b) employer match up to 3%

Tuition reimbursement after one year

Student loan repayment after one year

Wellness programs

Job summary

Easterseals NH is seeking a Senior IT Support Technician to maintain agency technology, diagnose computer system problems, and provide escalated support for hardware, printers, and peripherals. The role is onsite at the Manchester, NH office, with responsibilities spanning active directory, procurement, and vendor coordination.

The ideal candidate has seven years of IT/Help Desk experience, plus two years in mobile device management, and strong communication skills.

Qualifications

• Seven years of IT Support/Help Desk experience with supervisory responsibility.
• Two years of recent experience with mobile device management.
• Thorough knowledge of a PC environment and business applications.
• Ability to work independently with multiple priorities and deadlines.
• Excellent written and verbal communication skills and purchase tracking.

Responsibilities

• Support and maintain agency technology equipment and provide escalated support.
• Manage Azure Active Directory including password resets and MFA.
• Assist IT Leadership on strategic projects and alignment with operations.
• Support procurement procedures and vendor relationships.
• Provide A/V support with Zoom Rooms and MS Teams.
• Track and update service requests throughout their lifecycle.

Skills

IT Support

Help Desk

Windows

Mobile device management

Communication

Education

Associate's degree in Information Technology or equivalent

Tools

Azure Active Directory

PowerShell

MS Teams

Zoom Rooms

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).

This role is onsite at our Manchester, NH office

Additional Responsibilities Include

• 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. This role is onsite and not remote/hybrid.

What’s in it for you? We offer a comprehensive benefits package for full-time, eligible employees, including:

• 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