IT Support Service Technician

SUMMARY:

The IT Support Services Technician is responsible for providing technical support to over 400 employees and vendor partners, ensuring the smooth operation of IT systems and infrastructure. This position plays a key role in deploying and maintaining IT assets, responding to service requests, and addressing cybersecurity threats. Additionally, the technician supports internal and external events, ensuring telecom and IT systems are operational and troubleshoot any technical issues that arise. The role is essential to maintaining high service standards and seamless IT operations across the organization.

ESSENTIAL DUTIES & RESPONSIBILITIES:
Accountability Statements

• Efficient and Effective IT Support Delivery: Provide responsive, efficient, and effective technical support for all IT-related issues, ensuring a high satisfaction rate among 400 employees and vendor partners. Success will be measured by reduced service downtime, swift ticket resolution times, and feedback from users on the quality of support.
• Successful Deployment of IT Assets: Ensure all computer hardware, mobile devices, and software are deployed and configured correctly using documented processes. Success will be gauged by the completion of deployments within the scheduled timeframe, minimal errors, and proper system performance after installation.
• Cybersecurity Vigilance and Threat Response: Monitor and respond to potential security threats using Darktrace, Microsoft Defender, and Office 365, coordinating with the IT Security team. Accountability will be demonstrated by quick identification, investigation, and resolution of security incidents, as well as regular updates to the Cybersecurity team.
• Effective Event and Meeting Support: Provide seamless technical support during events and internal meetings, ensuring telecom and IT systems run smoothly. Success will be measured by positive feedback from event managers, smooth event execution, and quick troubleshooting and resolution of technical issues during events.
• Inventory Management and Asset Tracking: Manage IT asset inventory efficiently, ensuring all MCCA-issued devices and equipment are accounted for and properly tracked in ServiceNow and related systems. Accountability will be measured by accurate annual audits and up-to-date inventory reports.
• Customer Service and Collaboration: Foster positive relationships with internal teams, vendors, event clients, and external partners by providing professional, courteous, and effective support. Success will be measured by high customer satisfaction ratings, timely resolution of issues, and smooth collaboration across teams.
• Actively promote an inclusive workplace environment that values and allows all individuals to feel welcome, supported, and able to contribute to the fullest potential.
• Performs other work-related duties as directed by manager/supervisor.

SUPERVISION RECEIVED: Supervision is provided by the IT Technical Support Manager and includes assignment of duties, inspection of work, training, coaching, and performance evaluation.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

• A Bachelor’s degree in Computer Science or a related field is preferred; equivalent technical training or experience may be considered in lieu of formal education.
• A minimum of two years of experience working in a technical environment, with TCP/IP, PC desktop hardware, and Microsoft Windows operating systems is required.
• At least one year of experience with the ServiceNow ticketing system, or a similar system, including creating, assigning, and delegating tickets to various IT departments for resolution, is required.
• A valid driver’s license is required, as travel to other MCCA facilities, including the MassMutual Center in Springfield, MA, may be necessary.

Skills & Competencies:

• VOIP and Phone System Configuration: Experience with the Vonage VOIP phone system, including configuring Yealink phones via the Vonage Admin portal and managing deployments.
• Microsoft Technologies: Proficiency with Microsoft Active Directory, Intune, SharePoint, Microsoft Defender, Configuration Manager, Windows 10/11, and Office 365. Familiarity with other cloud-based applications is a plus.
• Security Tools and Initiatives: Knowledge of IT support security tools and involvement in security-related initiatives, with a focus on maintaining secure IT systems.
• Cybersecurity and Endpoint Remediation: Experience in cybersecurity hunting, including investigating Microsoft Defender alerts, and performing malware and virus removal/remediation from endpoints.
• Remote Access and Asset Management: Experience with TeamViewer for remote access, along with asset management and patching monitoring responsibilities.
• Customer Service and Communication Skills: Strong commitment to customer service, with the ability to work effectively with people at all levels within the organization.

PHYSICAL DEMANDS: The physical demands described in this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK SCHEDULE: The work schedule for this position typically fluctuates based upon the needs of a particular event or project, which would require the ability to work a flexible schedule including late nights, early mornings, long days, weekends, and holidays. Travel to other MCCA facilities and work locations may be required.

SERVICE EXPECTATIONS: Expected to be available during predetermined times, such as weekends or holidays, to provide support when demand increases, or regular staff is unavailable.

DRESS CODE: Business casual. In order to project dignity and decorum expected by the public, appropriate dress and good grooming are expected of all employees.