Senior IT Support Technician

Easter Seals New Hampshire, Inc.; United States; On-site; USD 23,000 - 29,000; Full time

Job summary

Easter Seals New Hampshire, Inc. is seeking a Senior IT Support Technician to maintain Agency technology and provide escalated level support for computers, IT services, and related equipment.

This onsite role at our Manchester, NH office requires diagnosing and repairing hardware and software issues, with focus on supporting end users and enterprise applications. The position involves leadership responsibilities within the IS&T team, including metrics reporting, project support, and coordination

Qualifications

• Seven (7) years of IT Support/Help Desk experience with increasing responsibilities and customer service focus.
• Experience with mobile device management and enterprise applications.
• Thorough knowledge of PC environments, Windows, Mac/iOS, and related business applications.

Responsibilities

• Assist with interviewing process of support technicians.
• Support IT Leadership Team on strategic projects and operational alignment.
• Manage user account requests and separations; verify and create accounts.
• Maintain Azure Active Directory including password resets and MFA.
• Track and update service requests through lifecycle; provide A/V support for Zoom Rooms and MS Teams.

Skills

IT Support

Help Desk

Customer service

Network administration

Education

Associate’s degree in Information Technology

CompTIA A+ certification

Tools

Windows OS

MS Office

Windows Server

Office 365

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?

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

EOE Ready to make a meaningful difference every day? Become part of a dynamic team dedicated to elevating all abilities, empowering lives, and fostering positive impact in the community. Join the Easterseals NH & VT family, where your passion meets purpose. Easterseals New Hampshire and Vermont elevates people of all abilities. We serve the diverse needs of approximately 18,000 children, adults, seniors, families, and veterans each year. We provide services across two states, and our programs cover areas like early intervention, autism, intellectual and developmental disabilities, adult day and in-home care, behavioral health, family-centered practices for child welfare, housing, and substance use disorders. We help people in New Hampshire and Vermont live their best lives. Joining Easterseals NH & VT presents an opportunity to gain valuable experience, advance your career, and make a meaningful difference in people's lives. Our organization provides various benefits and programs designed to support the well-being of our employees and their families. Explore our offerings here. We are honored to be recognized as a NH Veteran-Friendly Business and a recovery-friendly workplace.