IT Technician, Level 2

Happy Valley seeks a Level 2 IT Technician to maintain and upgrade hardware and software at our growing organization. Level 2 IT Technicians configure, troubleshoot, and monitor the functioning of company workstations, printers, escalate issues and aid other team members in troubleshooting. The IT Tech may need to work flexible hours, be on call for IT emergencies and perform other related tasks when the need for technical support arises.
Responsibilities:

· First point of contact for all employees needing IT help

· Float up to 4 locations, primary base of operations is Gloucester.

· Responds promptly to support tickets and e-mails, injesting required information to troubleshoot and assesses problem.

· Management of the help deskt ticket system, maintaining notes and keeping the system up to date in real-time

· Prioritize help desk tickets, and scheduling while adhering to deadlines and SLAs

· Provides support, troubleshooting & repair for laptops, desktops and printers

· Provides mobile device support, set up configuration, support

· Handles on/off boarding of software, user profiles on computer workstations

· Performs and monitors software, hardware, and firmware upgrades as necessary

· Experience with networking, active directory domain management

· Experience using communications and network diagnostic equipment

· Assist with network issues, working along with other members of the IT team to install new software, printers and peripherals

· Contributes continuous IT improvements to ensure performance, scalability, capacity, security, supportability and maintainability is maintained for all supported applications and systems

· Creating and maintaining documentation and SOP’s

· Maintain, troubleshoot and install printers and print servers

Qualifications:

· At least 2-5 years previous experience in IT managed service provider or helpdesk

· Demonstrates effective interpersonal, written and verbal communication skills

· Strong analytical and problem-solving skills

· Provides a consistent and high level of customer service

· Ability to organize and prioritize work

· Ability to work well in a demanding and fast-paced environment

· Flexibility to travel / adjust hours to meet operating needs

· A working knowledge of cybersecurity best practices

· Superior troubleshooting skills under high pressure situations - outages, hacks etc

· Positive and professional demeanor

· Strong desire to learn new technologies and willingness to assist with IT related projects.

Technical Qualifications:
A qualified candidate will have experience with:
· Microsoft Operating Systems / Windows Server Operating Systems - Microsoft O365 Suite, Active Directory Services, and Exchange Services

· Apple OSx Software and Hardware (Mac’s, iPads, and iPhones)

· Networking: LAN, WAN, DNS, DHCP, and VPN

· Active Directory

· Help Desk Ticketing Systems

· Managing enterprise-grade A/V technologies

· Barracuda spam filtering, anti-virus

· Troubleshooting commercial printers, specifically in a business environment

· VoIP Phone Systems

· Backup and Recovery

· SAML / Single Sign-on

Job Type: Full-time

Pay: $55,000.00 - $65,000.00 per year

Benefits:

• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• Weekends as needed

Application Question(s):

• Do you have reliable transportation that will allow you to to support 3 locations, including Gloucester, East Boston and Newburyport?
• If you were encouraged to apply by a current Happy Valley employee, please let us know who to thank for the referral.

Education:

• High school or equivalent (Required)

Experience:

• IT support: 2 years (Required)

Language:

• English (Required)

Ability to Commute:

• Gloucester, MA 01930 (Required)

Work Location: In person

Salary : $55,000 - $65,000