IT Network & Support Technician

American Consumer Credit Counseling • Newton, MA

7h

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 technical support and takes ownership of assigned issues from initial report through resolution, including escalation, coordination, and follow-up with end users.

The position also supports physical and logical network infrastructure, Microsoft Azure resources and services, workstations and other endpoint equipment, user accounts and access permissions, IT asset inventory, security alert review, and IT projects. Service desk tickets are managed in Jira, with accurate documentation and timely updates. The role has no supervisory responsibility.

Requirements

• Previous experience providing Tier 1 and Tier 2 technical support, including troubleshooting hardware, software, network connectivity, and Windows operating systems.
• Strong foundational understanding of physical and logical networking, with hands-on experience troubleshooting LAN/WAN connectivity, switches, routers, wireless networks, TCP/IP, VLANs, DNS, DHCP, and VPN connections.
• Working knowledge and hands-on experience with Microsoft Azure, including virtual machines, virtual networking, resource management, access controls, and basic cloud infrastructure troubleshooting.
• 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, with the 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 the ability to explain technical concepts to nontechnical employees, provide timely status updates, and document technical 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.

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 involving 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 service desk tickets in Jira, maintaining accurate documentation, timely updates, and appropriate resolution and closure.
• Assist with network equipment installation, configuration, maintenance, and troubleshooting, escalating complex issues as appropriate.
• Review network and endpoint security alerts, monitor security logs, and escalate identified issues to appropriate departmental resources.
• 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.
• 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