Information Technology (IT) Support Technician - Kennedy-Donovan Center
Kingston, MA 02364
About the Job
The KDC (Kennedy-Donovan Center) mission is to empower and support people to realize their full potential. We do this by providing a wide range of services for children, adults, and families with developmental delays, disabilities, or challenges, aiming to deliver life-changing outcomes. In addition to keeping our state-of-the-art technology performing well, you will need to find joy in helping your non-technical teammates overcome challenges they face in using technology to enhance the services they can provide to our clients.
About the IT Support Technician role:
Qualifications:
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About the IT Support Technician role:
The IT Support Technician responds to all IT-related problems and provides technical support. The IT Support Technician will assist with project completion and respond to IT ticket items in a timely manner, working with the IT Consultants and Leadership team. Continue KDC’s forward progress and raise the Agency’s technological capabilities to the next level by assisting with standardizing platforms, establishing centralized command and control, developing a standardized system for IT requests, moving applications and systems to the cloud, and enhancing the Agency’s use of remote and mobile technologies.
Schedule: Full Time, Monday - Friday, In-PersonQualifications:
- Associate’s degree in Information Technology or Computer Science, preferred or relevant field or comparable work experience
- At least two years of experience required
- Additional certification in Microsoft, Linux, Cisco, or similar technologies is a plus!
- Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role, preferred
- Hands-on experience with Windows OS, MS365 environments and iOS, preferred
- Moderate travel required in and around the MA south shore and the Cape
- Occasional travel to Foxboro
- Sit for extended periods of time
- Prolonged periods sitting at a desk and working on a computer
- Must be able to lift to 50 pounds at times
- Strong working knowledge of: Networks (LAN, WAN, Security) Telecom (voice, data, video) Microsoft 365
- Familiarity with data security, integrity, processes, and system applications
- Ability to think conceptually and strategically, while maintaining a result driven approach
- Understanding of computer systems, mobile devices, and other technological products
- Ability to diagnose and troubleshoot advanced technical issues
- Familiarity with remote desktop applications and help desk software (e.g., ConnectWise, Fresh Service)
- Knowledge of Microsoft Intune
- Assist with maintaining proper function and performance across all IT related domains including telecommunications, copier/printer technology, computer hardware, software, security, applications, and internet/web.
- Setting up email and network accounts
- Research and identify solutions to software and hardware issues.
- Collaborate with IT team to diagnose and troubleshoot technical issues, including account setup and network configuration.
- Assist with tracking computer system issues through resolution, within agreed time limits.
- Communicate with KDC team members through a series of actions, either via phone, email, or chat, until they have solved a technical issue.
- Properly escalate unresolved issues to appropriate internal resources
- Assist with completing and maintaining documentation as required by KDC.
- Provide prompt and accurate feedback to KDC team members.
- Colloborate with the IT team to refer to internal database or external resources to provide accurate tech solutions.
- Assist with ensuring all issues are properly logged.
- Prioritize and manage several open issues at one time.
- Follow up with KDC team members to ensure their IT systems are fully functional after troubleshooting.
- Collaborate with the IT team to document technical knowledge in the form of notes and manuals.
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