Remote IT Technician - Support for Information Technology

Job Overview

We are committed to empowering individuals and families to reach their full potential, providing a comprehensive suite of services for those facing developmental delays, disabilities, and various challenges. At the heart of our mission is our dedication to leveraging advanced technology to improve outcomes for our clients. As part of our team, you will play a vital role in supporting our non-technical staff in effectively utilizing technology to enhance service delivery.

Position: IT Support Technician (Remote - Work From Home)

As an IT Support Technician, you will serve as the primary resource for addressing IT-related inquiries and resolving technical issues, ensuring seamless operational workflows. Your responsibilities will include timely management of IT ticket requests, collaboration with IT Consultants and leadership, and engagement in projects aimed at elevating our technological capabilities.

Key Responsibilities

• Ensure the functionality and performance across all IT domains, which include telecommunications, copier/printer technology, computer hardware, software, security, applications, and internet/web services.
• Facilitate the setup of email and network accounts.
• Research and discover solutions for software and hardware challenges.
• Collaborate effectively with the IT team to diagnose and troubleshoot technical issues.
• Track and resolve computer system issues within designated timeframes.
• Maintain clear communication with team members via phone, email, or chat until technical issues are fully resolved.
• Escalate unresolved issues to the appropriate internal resources.
• Assist in the completion and organization of documentation as necessary.
• Provide prompt and accurate feedback to colleagues.
• Ensure proper logging and prioritization of all issues.
• Follow up post-troubleshooting to verify the functionality of IT systems.
• Document technical knowledge collaboratively with the IT team.
  
  

Required Skills

• Profound understanding of Networks (LAN, WAN, Security) and Telecom (voice, data, video).
• Familiarity with Microsoft 365 and data security practices.
• Ability to think conceptually and strategically while remaining results-driven.
• Proficient in diagnosing and troubleshooting complex technical issues.
• Experience with remote desktop applications and help desk software (e.g., ConnectWise, Fresh Service).
• Knowledge of Microsoft Intune.
  
  

Qualifications

• Associate's degree in Information Technology, Computer Science, or a related field; or equivalent work experience.
• A minimum of two years of relevant experience in IT support.
• Additional certifications in Microsoft, Linux, Cisco, or similar technologies are advantageous.
• Previous roles as a Technical Support Engineer, Desktop Support Engineer, or similar positions are preferred.
• Hands-on experience with Windows OS, Microsoft 365 environments, and iOS is preferred.
  
  

Career Growth Opportunities

This position offers numerous avenues for professional growth within a collaborative team environment that champions innovation and continuous learning. By becoming part of our organization, you will enhance your skill set and expand your professional network.

Company Culture and Values

We pride ourselves on our diverse workforce and are dedicated to fostering a culture grounded in equality and inclusivity. Our workplace encourages dialogue, innovation, compassion, respect, and collaboration, enabling all employees to thrive.

Networking and Professional Opportunities

Joining our team means becoming part of a reputable organization that values connections and collaborations. You will have opportunities to engage with professionals across various domains, enhancing your professional profile and network.

Physical Requirements

• Moderate travel required within the Massachusetts south shore and Cape Cod areas, with occasional travel to Foxboro.
• Ability to sit for extended periods.
• Capability to lift up to 50 pounds when necessary.
  
  

Employment Type: Full-Time