IT Network & Support Technician

American Consumer Credit Counseling • Newton, MA

1d • $70,000 - $80,000

About The Position

The IT Network & Support Technician troubleshoots and resolves end-user issues involving hardware, software, network connectivity, phone systems, and other IT services. The role provides Tier 1 and Tier 2 support, takes ownership of reported issues through resolution, coordinates escalations, and follows up with users. It also supports physical and logical network infrastructure and assists with IT projects.

The technician supports network equipment and connectivity, Microsoft Azure resources, Microsoft technologies, workstations and peripherals, user accounts and permissions, security alerts, and IT asset inventory. The position maintains service desk tickets in Jira and assists with infrastructure improvements, system upgrades, routine maintenance, and technology projects. Duties may be adjusted or assigned by management.

Requirements

• Previous experience providing Tier 1 and Tier 2 technical support, including troubleshooting hardware, software, network connectivity, and Windows operating systems.
• Working knowledge and hands-on experience with Microsoft Azure, including virtual machines, virtual networking, resource management, access controls, and basic cloud infrastructure troubleshooting.
• Strong foundational understanding of physical and logical networking concepts, with hands-on experience troubleshooting LAN/WAN connectivity, switches, routers, wireless networks, TCP/IP, VLANs, DNS, DHCP, and VPN connections.
• Familiarity with Microsoft 365 administration, including Intune, Microsoft Entra ID, Exchange Online, Windows Active Directory, and Windows operating systems.
• Familiarity with endpoint security tools, network monitoring, security alerts, and basic cybersecurity practices.
• Experience using ticketing systems, remote monitoring and management tools, and endpoint management platforms.
• Strong analytical and problem-solving skills and ability to independently diagnose and resolve technical issues.
• Demonstrated accountability for managing issues through completion, including proactive communication, escalation management, and follow-up.
• Ability to work independently, manage competing priorities, take initiative, and resolve technical issues with minimal supervision.
• Strong verbal and written communication skills, including explaining technical concepts to nontechnical employees, providing status updates, and documenting procedures and resolutions.
• Advanced computer knowledge and basic mathematical skills.
• Ability to read and interpret operating instructions, technical documentation, procedure manuals, and standard operating procedures.
• Strong time management and attention to detail, and ability to work effectively in a team environment.
• Ability to perform the listed essential job functions, with reasonable accommodations where applicable; may need to sit or stand for long periods, reach above shoulder height or below the waist, and lift up to 50 pounds on occasion.

Nice To Haves

• Experience with Ubiquiti equipment.
• CompTIA Network+ certification.
• Knowledge of VoIP technologies and cloud-based phone systems, particularly Twilio Flex.

Responsibilities

• Troubleshoot physical network infrastructure, including switches, routers, wireless access points, network cabling, and related connectivity equipment.
• Troubleshoot logical network connectivity and configuration issues, including TCP/IP, VLANs, DNS, DHCP, routing, VPN connectivity, and basic firewall rules.
• Respond to and troubleshoot help desk inquiries, providing Tier 1 and Tier 2 technical support as appropriate.
• Support and troubleshoot Microsoft Azure resources and services, including virtual machines, app services, networking, access permissions, and related cloud infrastructure.
• Own assigned issues through completion, including troubleshooting, escalation, coordination with IT resources or vendors, and follow-up with end users.
• Provide end-user assistance with hardware, software, phone systems, call recording, network connectivity, and other IT-related issues.
• Manage and maintain Jira service desk tickets, including accurate documentation, timely updates, resolution, and closure.
• Assist with installation, configuration, maintenance, and troubleshooting of network equipment, escalating complex issues as appropriate.
• Review network and endpoint security alerts, monitor security logs, and escalate identified issues.
• Install, configure, and maintain workstations, laptops, printers, software, and peripheral equipment, including equipment moves.
• Assist with routine maintenance of desktop applications and operating systems, and with software updates and patches.
• Maintain accurate IT asset inventory and track hardware and software throughout the device lifecycle.
• Manage user accounts and access permissions, including network and application access, security groups, and building access credentials.
• Troubleshoot and repair IT-related equipment as needed.
• Assist with IT infrastructure improvements, system upgrades, and other technology projects.
• Perform other duties as assigned.

Benefits

• Comprehensive health insurance, including medical, dental, and vision coverage.
• Medical and dependent Flexible Spending Account (FSA).
• Short-term and long-term disability insurance and life insurance.
• 401(k) retirement plan with company matching.
• Paid time off and paid holidays.
• Remote work flexibility.
• Professional development and training opportunities.
• Supportive team environment and mission-driven culture.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed