Information Technology (IT) Support Specialist
Location
New Bedford, MA | United States
Job description
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 relatively non-technical teammates overcome challenges they face in using technology in order to enhance the services they can provide to our clients.
About the IT Support Specialist role: The IT Support Specialist responds to all IT-related problems and provides technical support. The IT Support Specialist will assist with project completion and responding 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.
This is a full-time position.
In this role, you will get to: - Maintain all IT related issues including telecommunications, copier/printer technology, computer hardware, software, security, applications, and internet/web.
- Set up email and network accounts.
- Assist with development and help maintain a system for accounting for inventory of technology.
- Research and identify solutions to software and hardware issues.
- Diagnose and troubleshoot technical issues, including account setup and network configuration.
- Track computer system issues.
- Talk clients through a series of actions to solve technical issues.
- Complete and maintain documentation as required by KDC and all applicable funding or regulatory agencies.
- Provide prompt and accurate feedback to customers.
- Refer to internal database or external resources to provide accurate tech solutions.
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
- Ensure proper loggings and prepare accurate and timely reports.
- Document technical knowledge in the form of notes and manuals.
We are looking for people who have: - BS degree in Information Technology preferred, Computer Science or relevant field or comparable work experience.
- At least five years of experience preferred
- Additional certification in Microsoft, Linux, Cisco or similar technologies is preferred
- Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role
- Hands-on experience with Windows OS and MS365 environments
- Strong working knowledge of: Networks (LAN, WAN, Security) Telecom (voice, data, video) Microsoft 365 required
- Familiarity with data security, integrity, processes, and system applications
- Understanding of computer systems, mobile devices, and other technology products
- Ability to diagnose and troubleshoot advanced technical issues
- Familiarity with remote desktop applications and help desk software (e.g. ConnectWise)
- Knowledge of Microsoft Intune
- Excellent verbal and written communication skills
- Excellent organizational skills, with the ability to multi-task and prioritize work
- Customer-oriented mindset with the ability to build positive relationships
- Demonstrate problem-solving and analytical skills
Physical Requirements:
- Moderate travel required in and around the MA south shore and the Cape
- Must be able to lift up to 50 pounds at times
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KDC values a diverse workforce. We are committed to a culture of equality and inclusivity that fosters dialog, innovation, compassion, respect, and collaboration. All qualified applicants will receive consideration for employment regardless of race, ethnicity, age, religion, national origin, sex, sexual orientation, gender identity, veteran status, disability status, neurodiversity, or any other protected characteristic outlined by federal, state, or local laws. Your uniqueness drives our excellence!
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