Technical Support Specialist

Procom; Woburn (MA); On-site; USD 55,000 - 75,000; Full time

Job summary

Procom in Woburn, MA seeks an IT Technical Support Analyst II to deliver high-quality technical assistance to customers via phone, remote tools, or in person. The role focuses on maintaining computer systems’ availability and security, training users, and supporting manufacturing tech fleets to meet daily and long-term needs.

Responsibilities include high-level troubleshooting, vendor coordination for equipment, and continuous process improvements.

Qualifications

• Associate’s Degree or equivalent required or 3–5 years related experience.
• Recommended: ITIL Foundations Course/Certification
• Recommended: Microsoft Technology Associate (MTA) certification

Responsibilities

• Provide high-quality technical support via phone, remote, or in person to ensure customer satisfaction.
• Maintain network availability and security and assist with server/hypervisor management.
• Troubleshoot complex issues escalated from lower levels and provide guidance to the team.

Skills

ServiceDesk operations

Windows OS

Server & Hypervisors

MS Office

Networking basics

Education

Associate’s Degree or equivalent

Tools

VEEAM

Anti-Virus software

Job description

The IT Technical Support Analyst II provides technical support and assistance to customers, whether on the phone, via remote app, or in person. Their primary responsibility is to ensure a user’s overall satisfaction. This individual will ensure computer related functions within the company are operating at high levels of availability and security of the supported business applications and provide adequate training to meet the daily operating needs of the company as well as long term needs within computer related and manufacturing technologies. This individual will work as a team responsible for managing, monitoring, and reporting on complex systems and processes. This individual will assist the Disaster Recovery Team leader to ensure continuity of data and systems, as well as assist the internal audit team (as required) ensuring all required controls are being monitored and met.

• Works with vendors for pricing and availability of equipment, materials, and labor
• Recommends innovative ideas, processes and/or procedures for enhancements, and modifications to improve existing systems
• Performs analysis to review current metrics and identify successes, discrepancies and opportunities for improvement
• Provides general advice and specific recommendations to leadership on key areas of expertise
• Performs high-level troubleshooting and analysis; resolves difficult issues escalated from lower levels of the organization
• Provides quick response time to analyze problems and provide customer support.
• Simplifies operational practices to remove non-value-added steps
• Maintains network availability and security
• Installs software/hardware to empower users to better accomplish their jobs
• Ensures software and systems are available to quickly get users onto the network
• Manage input/output fleet, including printers and scanners
• Maintains Information Technology systems documentation

Qualification Requirements

Credentials/Experience

• Associate’s Degree or equivalent; or three to five years related experience and/or training or equivalent combination of education and training.
• Recommended: Microsoft Technology Associate (MTA) formerly Microsoft Certified Professional (MCP)
• Recommended: ITIL Foundations Course

Knowledge, Skills, and Abilities

• Computer hardware and setup
• ServiceDesk operations
• Operating systems such as Microsoft Windows, Server, and Hypervisors
• Software applications such as MS-Office, Anti-Virus Applications, VEEAM or comparable backup solution
• Local area networking
• Scheduling work to achieve department goals