IT Field Engineer

AccentCare, Inc. • Norwood, MA

20h • Hybrid

About The Position

The End User Support Analyst provides end-user support across Massachusetts, traveling to branch locations from the Norwood, MA area. The position is hybrid and requires a personal vehicle and a valid driver’s license. Applicants must be legally authorized to work in the United States and reside in the country throughout employment.

The role provides Tier 1 and Tier 2 technical support, including troubleshooting hardware, software, network, mobile device, and collaboration-tool issues. It supports executives and their administrators with discretion, responsiveness, and minimal disruption; maintains executive devices and productivity tools; resolves escalated Help Desk issues; and coordinates with higher-tier teams and field services. The position also partners with IT teams on infrastructure projects, deployments, and executive office upgrades, and provides feedback on recurring issues and improvement opportunities.

The schedule is Monday through Friday, 8 a.m. to 5 p.m. Pay is $25–$28.50 per hour, depending on experience. A bachelor’s degree in Information Technology is preferred, or candidates may have 2–4 years of technical support experience. Requested certifications include ITIL v3 and relevant, current operating-systems qualifications such as MCSA, MCSE, A+, or Network+.

Requirements

• Bachelor’s degree in Information Technology preferred, or 2–4 years of technical support experience.
• Requested certifications: ITIL v3 accreditation and relevant, current operating-systems qualifications such as MCSA, MCSE, A+, or Network+.
• Solid understanding of Microsoft Office applications, Office 365, OneDrive, Microsoft Teams, Windows 10 (Windows 11 is a plus), Android, iOS, Active Directory, Entra ID, Intune Autopilot, networking (TCP/IP, WINS, DNS, DHCP), ITIL service management through ServiceNow, single sign-on concepts, and MDM solutions.
• Working knowledge of systems-support concepts, practices, and procedures, and ability to apply them to Windows, Chrome, and mobile applications.
• Intermediate ability to troubleshoot or diagnose problems and provide possible solutions.
• Some project or process management skills.
• Advanced equipment-operation skills, including ability to use office equipment and train end users.
• Exceptional written and verbal communication skills and ability to communicate effectively with a diverse audience.
• Ability to document technical solutions for technical teams and end users.
• Valid driver’s license and ability to travel by personal vehicle to branch locations throughout Massachusetts.
• Must be legally authorized to work in the United States and reside in the United States for the duration of employment.
• Must be based in the Norwood, Massachusetts area.

Nice To Haves

• Bachelor’s degree in Information Technology.
• Windows 11 operating-system knowledge.

Responsibilities

• Provide support to end users by handling telephone calls and email, diagnosing problems, and troubleshooting hardware and software issues.
• Provide Tier 1 and Tier 2 support for executives and their administrators, including hardware, software, network, mobile-device, and collaboration-tool troubleshooting with discreet, responsive service and minimal disruption.
• Manage and maintain executive laptops, tablets, smartphones, and peripherals, and configure productivity tools including Office 365, Teams, OneDrive, and secure remote access.
• Triage and resolve issues escalated from the Help Desk.
• Coordinate with Tier 3 teams and field services to resolve executive-impacting incidents in a timely manner.
• Partner with other IT teams on infrastructure projects, deployments, and executive office upgrades.
• Provide feedback about recurring issues and recommend improvements.
• Document technical solutions for review by technical teams and end users.

Benefits

• Medical, dental, and vision coverage
• Paid time off and paid holidays
• Professional development opportunities
• Company-matching 401(k)
• Flexible spending and health savings accounts
• Wellness offerings, including an employee assistance program, pet insurance, and access to Calm
• Programs to celebrate achievements, milestones, and fellow employees
• Company store credit for first AccentCare-branded scrubs for patient-facing employees

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level