IT Support Technician II

About the Role

Provide on-site IT support for the Clinton and Devens, Massachusetts locations. Participate in the on-call rotation and respond to critical issues during and outside normal business hours.

Responsibilities

• Independently troubleshoot and resolve moderately complex to advanced desktop, laptop, software, operating system, network, printer, and end-user issues.
• Install, configure, troubleshoot, upgrade, and maintain desktops, laptops, tablets, printers, mobile devices, and other IT equipment.
• Support end users in person, by phone, and through remote support tools.
• Serve as an escalation point for technical issues that cannot be resolved through first-level support.
• Troubleshoot wired and wireless network connectivity, TCP/IP, DNS, DHCP, and network-connected devices.
• Support Microsoft Active Directory, including user accounts, computers, permissions, and group membership.
• Support Microsoft 365 applications including Outlook, Teams, OneDrive, Excel, Word, and PowerPoint.
• Create, update, and manage incidents and service requests within ServiceNow while meeting established service-level expectations.
• Maintain accurate IT asset and configuration information within ServiceNow and CMDB.
• Assist with deployment, installation, relocation, and replacement of IT and network equipment.
• Support conference rooms, audio/video equipment, VoIP phones, printers, scanners, and other site technology.
• Assist with site IT projects, infrastructure upgrades, equipment refreshes, and deployments.
• Work with internal IT teams and vendors to troubleshoot and resolve technical issues.
• Identify recurring issues and recommend improvements or permanent solutions.
• Create and maintain knowledge base articles and technical documentation.
• Provide technical guidance and assistance to less experienced support technicians when needed.
• Follow all company Safety, Quality, Security, and IT policies and procedures.
• Perform other duties as assigned.

Pay

The hourly pay range for this role is $26.30 - $47.36.

Benefits

• Medical, dental, and vision insurance plans
• Paid time off
• Paid parental leave
• Company-paid holidays (subject to change yearly)
• 401(k) retirement plan
• Employee stock purchase plan