IT Support Technician II

Jabil•Devens, MA

5d•Onsite

About The Position

At Jabil (NYSE: JBL), we are proud to be a trusted partner for the world's top brands, offering comprehensive engineering, supply chain, and manufacturing solutions. With 60 years of experience across industries and a vast network of over 100 sites worldwide, Jabil combines global reach with local expertise to deliver both scalable and customized solutions. Our commitment extends beyond business success as we strive to build sustainable processes that minimize environmental impact and foster vibrant and diverse communities around the globe. JOB SUMMARY Essential Duties and Responsibilities Provide on-site IT support for the Clinton and Devens, Massachusetts locations. Participate in the on-call rotation and respond to critical issues during and outside normal business hours. Independently troubleshoot and resolve moderately complex to advanced desktop, laptop, software, operating system, network, printer, and end-user issues. Install, configure, troubleshoot, upgrade, and maintain desktops, laptops, tablets, printers, mobile devices, and other IT equipment. Support end users in person, by phone, and through remote support tools. Serve as an escalation point for technical issues that cannot be resolved through first-level support. Troubleshoot wired and wireless network connectivity, TCP/IP, DNS, DHCP, and network-connected devices. Support Microsoft Active Directory, including user accounts, computers, permissions, and group membership. Support Microsoft 365 applications including Outlook, Teams, OneDrive, Excel, Word, and PowerPoint. Create, update, and manage incidents and service requests within ServiceNow while meeting established service-level expectations. Maintain accurate IT asset and configuration information within ServiceNow and CMDB. Assist with deployment, installation, relocation, and replacement of IT and network equipment. Support conference rooms, audio/video equipment, VoIP phones, printers, scanners, and other site technology. Assist with site IT projects, infrastructure upgrades, equipment refreshes, and deployments. Work with internal IT teams and vendors to troubleshoot and resolve technical issues. Identify recurring issues and recommend improvements or permanent solutions. Create and maintain knowledge base articles and technical documentation. Provide technical guidance and assistance to less experienced support technicians when needed. Follow all company Safety, Quality, Security, and IT policies and procedures. Perform other duties as assigned.

Requirements

2–4 years of relevant IT support experience or an equivalent combination of education, training, certifications, and experience.
Strong desktop and end-user troubleshooting skills.
Working knowledge of Windows operating systems, Microsoft Active Directory, and Microsoft 365.
Working knowledge of LAN/WAN concepts, TCP/IP, DNS, DHCP, wired networking, and wireless networking.
Experience supporting desktops, laptops, printers, mobile devices, peripherals, and network-connected equipment.
Strong customer service and communication skills.
Ability to work independently, prioritize multiple issues, and drive problems through resolution.
Ability to travel between supported locations as needed.
Ability to participate in an after-hours on-call rotation.
Ability to lift and carry up to 25 pounds regularly, with occasional lifting up to 50 pounds.

Nice To Haves

Experience with ServiceNow and CMDB preferred.
Experience with VoIP, conference room technology, printers, and scanners preferred.
Experience supporting a manufacturing environment preferred.
CompTIA A+, Network+, Microsoft, or similar technical certification preferred.

Responsibilities

Provide on-site IT support for the Clinton and Devens, Massachusetts locations.
Participate in the on-call rotation and respond to critical issues during and outside normal business hours.
Independently troubleshoot and resolve moderately complex to advanced desktop, laptop, software, operating system, network, printer, and end-user issues.
Install, configure, troubleshoot, upgrade, and maintain desktops, laptops, tablets, printers, mobile devices, and other IT equipment.
Support end users in person, by phone, and through remote support tools.
Serve as an escalation point for technical issues that cannot be resolved through first-level support.
Troubleshoot wired and wireless network connectivity, TCP/IP, DNS, DHCP, and network-connected devices.
Support Microsoft Active Directory, including user accounts, computers, permissions, and group membership.
Support Microsoft 365 applications including Outlook, Teams, OneDrive, Excel, Word, and PowerPoint.
Create, update, and manage incidents and service requests within ServiceNow while meeting established service-level expectations.
Maintain accurate IT asset and configuration information within ServiceNow and CMDB.
Assist with deployment, installation, relocation, and replacement of IT and network equipment.
Support conference rooms, audio/video equipment, VoIP phones, printers, scanners, and other site technology.
Assist with site IT projects, infrastructure upgrades, equipment refreshes, and deployments.
Work with internal IT teams and vendors to troubleshoot and resolve technical issues.
Identify recurring issues and recommend improvements or permanent solutions.
Create and maintain knowledge base articles and technical documentation.
Provide technical guidance and assistance to less experienced support technicians when needed.
Follow all company Safety, Quality, Security, and IT policies and procedures.
Perform other duties as assigned.