Information Technology Specialist

Job Summary

The Information Technology (IT) Specialist will provide support to UTEC employees under the direction of the Director of Information Technology. The emphasis of this role is on the structure and control of the functions responsible for diverse technical operations, both onsite and remote access for all staff, which generally involves hardware, software, phone system, and networking in both physical and virtual environments, while ensuring minimal distribution.

The role is based at UTEC's Lowell center, but will also require travel to UTEC's other locations in Lawrence and Haverhill. This position will be on-site with remote hybrid opportunities to be discussed after 90 days.

• Monitor and respond to help desk tickets by providing timely and accurate onsite support
• Follow the IT Director's guidance to address onsite equipment issues, repairs, and replacements as needed
• Maintain in-house equipment inventory to support break/fix issues, new employee setup, and existing employees' new needs
• Coordinate with the IT Director in purchasing necessary hardware (e.g., staff computers, printers)
• Maintain software inventory and user usage
• Maintain Ubiquiti network infrastructure
• Perform basic DNS updates via
• Prepare and set up IT equipment for new hires and lead IT onboarding orientations, reviewing hardware, software, and support resources.
• Provide cloud and on-site infrastructure maintenance, troubleshooting, and configuration support
• Maintain availability for all group/event to assist with technology setup and/or non-assisted instructional resources
• Maintain an ongoing tracking of computer and audio/video hardware through an inventory system
• Evaluate system potential by assessing the compatibility of new programs with existing programs
• Maintain client confidence by keeping their information confidential
• Preparing reference materials for users by drafting operation instructions
• Extend hardware support to include event and group communications via audio/video equipment
• Provide support and customer service, such as password resets, printer configurations, break/fix instructions, ticket routing, and escalation as needed
• Administer user core enterprise applications, including Google email, Google enterprise suite applications, Quickbase database, and any other application systems being utilized (i.e., Salesforce)
• Maintain and support the UTEC Young Adult Hotline
• Maintain and troubleshoot onsite and remote access for staff support, and for the cloud network and the onsite Zoom VOIP telephone system
• Administer the cloud IT infrastructure, including user cloud computers, cloud data storage, cloud networking, and cloud security

• BS/BA in Computer Science, Engineering, or related field (or equivalent practical experience), with 2–4 years of relevant experience preferred.
• Proven experience as a Technical Support Specialist or similar role
• Excellent communication skills- able to hear and respond to employee IT needs in a manner that is supportive and easily understood by employees at all levels of the organization
• Strong time management and customer service skills
• Demonstrated experience, understanding, and support of a variety of computer systems (hardware/software) and technologies with user satisfaction, including but not limited to Windows, Mac, and Chrome platforms, Google Workspace, Microsoft 365, Adobe Creative Cloud, Quickbase, imaging software, Audio/Video and media, inventory systems, and help desk/knowledge base systems
• Demonstrated understanding of basic networking concepts (DNS, TCP/IP, DHCP)
• Exceptional vendor relationships
• Outstanding knowledge of software maintenance
• Excellent problem-solving and analytical skills
• Database and software performance modification
• Process improvement
• Self-starter that demonstrates personal initiative, responsibility, and a sense of ownership
• Make timely and sound decisions, especially under conditions of time pressure

• Demonstrated project management experience
• Strong problem-solving and decision-making abilities
• Familiarity with data privacy regulations and cybersecurity best…