IT Support Specialist I

FLSA Status: Non-exempt | Location: Leominster, Massachusetts

About the Role

Aspire Living & Learning is seeking an IT Support Specialist I to support the agency’s computer network, hardware, and software, ensuring that group homes and offices operate smoothly, reliably, and securely. This role provides remote and on-site technical support through phone, in person, and remote management.

Responsibilities

• Provide technical support for computer systems, hardware, software, and standard applications; troubleshoot issues and deliver timely resolutions or workarounds.
• Assist users with setup, training, and problem-solving for common applications and devices, including one-on-one support and support for group meetings.
• Work with staff and vendors to diagnose and resolve software and data-related issues, and provide program orientation and training.
• Set up mobile devices including iPhones, iPads, and Chromebooks.
• Install, configure, relocate, troubleshoot, and support PC hardware and software.
• Install, configure, and troubleshoot computer peripherals and equipment (e.g., printers, scanners, digital cameras, and other devices).
• Support and coordinate Information Systems projects, including departmental or agency-wide installations; conduct needs assessments; perform hardware/software research and evaluation.
• Manage and coordinate regional vendor relationships.
• Prepare activity and project status reports.
• Contribute to a positive, productive workplace culture and support team morale and performance.
• Participate in required training sessions and conduct training as assigned.
• Perform additional duties assigned by supervisors or team leaders; accept reassignment as needed.

Requirements

• Associate degree or better in computer engineering, or equivalent experience.
• Minimum 2 years of experience providing user support with a high level of customer service.
• Minimum 2 years experience with Windows, iOS, and macOS operating systems.
• Minimum 1 year experience in cloud computing, specifically Microsoft Azure.
• Minimum 2 years experience working with PC hardware and configuration/settings.
• Must have satisfactory background checks.
• Valid driver’s license and a safe driving record.

Skills

• Working knowledge of Active Directory and Microsoft 365, including basic user account support, password resets, and routine user support tasks.
• Knowledge of ABM (Apple Business Management).
• Strong troubleshooting skills to diagnose and resolve hardware, software, and device issues.
• Basic network troubleshooting skills, including identifying and resolving common connectivity problems.
• Self-motivated with a strong work ethic and commitment to quality.

Working Conditions

• Periodic travel to group homes and other state offices.
• Frequent requirements: walking, sitting, fine hand manipulation, handling/reaching, and using a keyboard and display terminal.
• Occasional requirements: standing, stooping, kneeling, crouching/crawling, and climbing stairs.
• Ability to maintain emotional control under stress.
• Must be able to lift/move up to 35 pounds regularly and occasionally up to 50 pounds.
• Close vision required.
• Standard office environment with common office equipment (fax, copier, phone, computer, etc.).
• Reasonable accommodation can be made for qualified individuals with disabilities to perform essential functions.

Benefits

• Comprehensive Health, Dental, & Vision Insurance – Choose from multiple medical plans, with vision coverage included at no extra cost.
• Flexible Spending Accounts (FSA) and Health Savings Account (HSA) options – Use pre-tax dollars for medical and dependent care expenses.
• Lifestyle Spending Accounts with JOON – Monthly funds for wellness, fitness, commuting, childcare, pet care, and more.
• 403(b) Retirement Plan with Employer Match – A 100% match on contributions up to 2% of your salary.
• Generous Paid Time Off – Paid sick, personal, and vacation days, plus holidays.
• Professional Growth Opportunities – Access to training, leadership and management courses, mentorship, and career advancement.
• Employer-Paid Life & Disability Insurance, Employee Assistance Program (EAP), Telehealth Services and more.