Benchmark Senior Living-posted 2 months ago
Full-time • Entry Level
Waltham, MA
5,001-10,000 employees
Nursing and Residential Care Facilities

Joining the Benchmark Senior Living (BSL) team means putting your passion to work. Our associates feel a sense of belonging with the care that they provide, empowered by the open and reliable team that surrounds them. Our diverse and skilled workforce takes immense pride in a shared commitment: a devotion to providing caring and dedicated service. In our supportive environment, associates have the opportunity to learn and grow. With professional and personal training programs, as well as education for career advancement, we empower associates to explore their interests, feed their passion, and pursue growth opportunities. We invite you to connect with your calling, find purpose in your career, and gain lifelong relationships through the power of human connection by transforming the lives of seniors! The Field Services Technician will be responsible for providing on-site support to ensure infrastructure stability and maximize uptime. The ideal candidate will work well under pressure and think outside of the box, solving problems with a high degree of professionalism, customer service, and technical ability. This position will be 50% field work and 50% in-office to support the company's Corporate Office Associates. While on-site, you will be ready to take on any technical challenges that may arise and actively work toward a resolution.

  • Provide on-site IT support with Windows desktops, printers, and Windows servers (where applicable), utilizing a vast array of technologies.
  • Use of SysAid ticketing system to prioritize and resolve tickets on a first-in, first-out basis.
  • Follow proper escalation procedures as defined by management.
  • Work an occasional late shift and/or weekend in the event of a community outage or other related emergency.
  • Create and/or maintain on-site runbooks, documenting community hardware and infrastructure.
  • Perform on-site projects involving Windows desktops, basic network connectivity, and Windows servers (where applicable).
  • Work with the community's associates to identify and resolve their IT concerns, which may include working with vendors and the field leadership team when necessary.
  • Act as a technical conduit between the company's support teams and the associates to ensure all problems are resolved satisfactorily.
  • Troubleshoot VOIP phone issues.
  • Be able to communicate effectively with community and Home Office associates.
  • Rack and stack networking devices (switches, routers, firewalls, etc.).
  • Have a solid understanding of the following network protocols: DNS, DHCP, TCP/UDP, IP, SSH, and Telnet.
  • Ability to troubleshoot network connectivity issues.
  • Perform required tasks, installations, configurations and maintenance of the infrastructure environment as assigned in our Andover, MA data center.
  • Ability to work in a team environment with an understanding that working together is integral to the company's mission.
  • Ability to work in a fast-paced environment and effectively prioritize based on the company's needs.
  • Minimum High School diploma is required.
  • Experience with supporting Windows domain environments.
  • Excellent problem-solving and troubleshooting skills.
  • Strong written and verbal communication skills, including the ability to communicate technical information in an accessible manner to non-technical associates.
  • Bachelor's degree highly preferred.
  • IT troubleshooting support certifications, such as CompTIA A+, are highly preferred.
  • Experience with Windows desktop Operating Systems (Windows 7, Windows 10, Windows 11).
  • Experience with Windows server Operating Systems (Windows Server 2008 R2, Windows Server 2012, Windows Server 2016, Windows Server 2019).
  • Experience with IOS and Android mobile devices.
  • Experience with printer administration.
  • Experience with imaging and migration of end users to new equipment.
  • Experience with Enterprise AV solutions (Sophos Endpoint).
  • Experience with the use of helpdesk ticketing system.
  • 10 paid holidays plus 1 floating holiday
  • Vacation and Health & Wellness Paid Time Off
  • Tuition Reimbursement
  • Physical & Mental Health Wellness Programs
  • Medical, Vision & Dental Benefits provided by Blue Cross Blue Shield
  • 401K Retirement Plan with Company Match
  • Long Term Care Insurance
  • Company-provided Life Insurance & Long-Term Disability
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