IT Support Service Technician

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3 days ago Requisition

Salary Range: $65,000.00 To $75,000.00 Annually

Department: IT

Reports To: Senior IT Support Services Manager

FLSA Status: Non-exempt

Department: IT

Reports To: Senior IT Support Services Manager

FLSA Status: Non-exempt

GRADE: C

As part of our IT Technical Support team, the IT Support Services Technician will provide computer support and assist with cyber security service to our 400+ employees and vendor partners while also participating as part of an event coverage team that provides telecom and quality technical expertise with troubleshooting skills necessary to keep our events and internal meetings running smoothly.

The Authority’s IT Support Services Manager may designate various other activities.

The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time for any reason, including reasonable.

• Deploy new and rebuilt desktop and laptop computers within Microsoft Intune, Acronis Snap & Deploy and associated accessories using documented processes and procedures including disk imaging technologies to install latest versions of computer operating systems and application software. May include custom configurations when applicable.
• Manage daily IT Support technical service requests using the Service Now ticketing system. Requires ability to analyze and assess reported problems and determine which person or workgroup is best suited to handle a particular service assignment.
• Answer phone calls to our IT Support Services (ITSS) hotline and assess whether reported problem can be handled over the phone, needs escalation for additional service or should be assigned to another person or workgroup department. ITSS Technician will then initiate the appropriate action to facilitate a successful resolution of the problem.
• Provide face to face technical support to MCCA computer users in their work locations and general work areas based on assigned Support tickets and phone escalations. ITSS Technician will use demonstrated troubleshooting skills to repair problems related to computer hardware, application software support, network, internet connectivity, printing, copying, faxing, scanning and other problems with MCCA-issued computer devices as required.
• Configure, deploy and maintain all MCCA-issued mobile devices using demonstrated experience and documented processes and procedures through Microsoft Intune MDM Solution. Devices include iPhones, iPads, laptops and tablets.
• Assist new employees with on-boarding and orientation services including brief tutorials on MCCA-issued hardware, VPN, MFA configurations, software, email and printing.
• The ITSS Technician will assist in managing inventory control of all MCCA-issued IT assets (hardware, software, computer supplies) within Service Now and all Microsoft applications. Participation in periodic review of asset assignments and ownership audits will be expected on a yearly basis.
• Participation in manager–directed special assignments such as office equipment/computer moves, support visits to other MCCA facilities and department-wide computer upgrades will be expected upon request. Hynes Convention Center, Boston Common Garage and Mass Mutual Center.
• ITSS Technician will use demonstrated abilities to resolve all assigned tasks and elevate to senior ITSS staff members any problem issues where additional assistance is needed.
• The ITSS technician will monitor and respond to Darktrace, Microsoft Defender and Office 365 email alerts and investigate threats and respond to the IT Security team and work closely with the Cyber security team and IT Security Manager.