IT Support Specialist

The Northbridge Companies Home Office•Burlington, MA

10d•Hybrid

About The Position

The IT Support Specialist serves as the primary connection between end users and the Managed Service Provider (MSP), ensuring technology-related issues are effectively communicated, prioritized, and resolved in support of business operations. This is a hands-on, service-oriented role that provides both onsite and remote end-user support. The IT Support Specialist actively assists with day-to-day technology troubleshooting, user support, workflow disruptions, and technology-related challenges while serving as the bridge between end users and outsourced IT resources. As this is a temporary/interim assignment, the role and responsibilities associated with this position will be subject to review/extension after 90 days to assess ongoing business needs and determine next steps.

Requirements

Bachelor’s degree in Information Technology, Business Administration, or related field; equivalent experience may be considered.
0-2 years of hands-on technology support, service delivery coordination, or related experience.
Demonstrated experience troubleshooting common end-user business application issues.
Experience working with managed service providers (MSPs), IT, or third-party support partners.
Strong technical aptitude with the ability to diagnose and communicate technical issues effectively.
Familiarity with ticketing and service management platforms (ConnectWise, Zendesk, Jira, ServiceNow, etc.).
Experience supporting multi-site operations, healthcare, senior living, hospitality, or similar service-driven environments.
Excellent customer service, communication, and interpersonal skills.
Ability to communicate effectively in English, both verbally and in writing, to perform job responsibilities and follow safety and operational procedures.
Must possess a valid driver’s license and reliable transportation, with the ability to travel to communities, business meetings, and other business locations as needed.

Responsibilities

Serve as the primary point of contact for operational teams regarding day-to-day technology issues impacting business operations.
Provide hands-on onsite and remote troubleshooting support for common hardware, software, connectivity, and business application issues.
Assess technology issues, gather relevant details, determine operational impact, and perform first-level troubleshooting before escalation when appropriate.
Assist end users with resolving routine technical issues to minimize disruption and improve productivity.
Serve as the primary contact between end users and the Managed Service Provider (MSP), coordinating escalated technology support issues and ensuring timely resolution.
Coordinate issue escalation, monitor ticket progress, and ensure clear communication throughout the support lifecycle.
Track service responsiveness, issue resolution timelines, and overall vendor performance.
Escalate unresolved, high-impact, or recurring issues to ensure timely follow-through and accountability.
Partner with leaders to understand workflows dependent on technology and identify barriers affecting day-to-day operations.
Provide practical support when technology issues disrupt operations, including assisting with workarounds or interim solutions when appropriate.
Communicate business needs clearly to IT partners to support timely resolution and service alignment.
Track recurring incidents, service trends, user pain points, and technology issues affecting operations.
Analyze issue patterns to identify opportunities for process improvements, preventative actions, or service enhancements.
Support implementation of new tools, system updates, and technology changes from an operational readiness perspective.
Coordinate communications regarding outages, planned maintenance, updates, and user-impacting technology changes.