Senior IT Support Technician

easterseals; United States; On-site; USD 54,000 - 62,000; Full time

Benefits offered by this job

Medical, Dental, Vision, Life & 장애

PTO starts day one

10 Paid Holidays

403(b) up to 3%

Tuition reimbursement

Student loan repayment

Wellness programs

Job summary

Easterseals in Manchester, NH seeks a Senior IT Support Technician to maintain agency technology, diagnose computer issues, and support printers and peripherals. The role is onsite at the Manchester office and requires 7+ years of IT support, A+ certification, and strong customer service skills.

Starting compensation is $26.11 per hour with full-time hours 8am–5pm, Monday–Friday. Benefits include medical, dental, vision, and PTO.

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

Responsibilities

• Assist with 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.

Skills

IT support

Supervisory experience

A+ certification

MDM (mobile device management)

Multi OS support

Networking basics

Strong communication

Education

Associate's degree in IT

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

• 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?

• 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