IT Technician

The Trustees of Reservations•Lincoln, MA

12h•$70,200 - $78,000•Hybrid

About The Position

The IT Technician serves as a first point of contact for technology support across The Trustees, helping ensure employees receive working devices and access, support requests are resolved and documented clearly, and device and account records remain accurate. This hands-on role works in a Windows environment and requires troubleshooting ability, curiosity, and strong customer service skills. The position is full-time, salaried, and exempt, with a 40-hour workweek. It follows a hybrid schedule: three days per week in the office, one day per week at a property, and one day per week remote. The role will initially be based in the Boston, Massachusetts office three days per week, with IT functions transitioning to deCordova Sculpture Park & Museum in Lincoln, Massachusetts, by April 2027. Reliable transportation is required for travel to sites around Massachusetts. The position reports directly to the IT Operations Manager.

Requirements

3–6 years of experience in IT support, help desk, or a closely related technical role; internships, part-time work, and substantial personal or lab experience count.
Working comfort with macOS and Windows as an end user and troubleshooter.
Understanding of DNS, DHCP, VPN, and Wi-Fi, and how to troubleshoot connectivity problems.
A methodical troubleshooting approach.
Clear written and verbal communication skills and patience with non-technical users.
Reliability, discretion, and good judgment when handling confidential information and privileged access.
Ability to lift and move computer equipment and be onsite as required.
Familiarity with an MDM platform such as Jamf Pro or Intune, or an RMM tool.
Experience with a cloud identity provider such as Microsoft Entra ID, Okta, or Google Workspace.
Basic Microsoft 365 administration knowledge, including Exchange Online, SharePoint, Teams, and Voice.
Experience with a ticketing platform such as FreshWorks or ServiceNow.
Authorization to work in the United States by the first day of employment.
Valid driver’s license, access to a personal vehicle, and a satisfactory driving record under The Trustees’ driving policy.
Satisfactory criminal background (CORI) check.

Responsibilities

Provide first-line support for hardware, software, network, and access issues through the ticketing system, by phone, and in person.
Triage and resolve Tier 1 requests, including password and MFA resets, application installation, printer and peripheral setup, and conferencing and A/V issues.
Escalate issues appropriately and document them clearly; maintain clear, understandable written communication in support tickets.
Provide in-office and remote A/V support for Zoom and Teams.
Set up new hires by provisioning accounts, assigning groups and licenses, configuring devices, and arranging shipping in a Microsoft Entra environment.
Process employee departures, including account disablement, device recovery, license reclamation, and documentation.
Track onboarding and offboarding work against deadlines so new hires have working access on their first day.
Stage, enroll, and deploy iOS and Windows devices through MDM platforms including Jamf Pro, Microsoft Intune, and NinjaOne.
Verify device compliance, patch status, and security agent health, and remediate or escalate issues that do not meet requirements.
Assist with software packaging and deployment testing under the guidance of senior team members.
Maintain accurate IT asset inventory records, including serial numbers, assignments, lifecycle status, warranties, and locations.
Manage stock levels for laptops, peripherals, and accessories, and flag reorder needs.
Regularly reconcile inventory with MDM and identity records.
Write and maintain knowledge base articles and runbooks for recurring issues.
Identify repetitive manual work and propose or help build automation to eliminate it.
Contribute to end-user IT and security awareness materials.

Benefits

15 days of sick time per year.
20 days of vacation time per year, prorated.
12 observed holidays and 3 floating holidays.
Eligibility to participate in health insurance through Blue Cross Blue Shield, which also offers fitness reimbursement and rewards for healthy habits.
Short-term and long-term disability insurance.
Massachusetts Paid Family Medical Leave.
Life insurance.
401(k) with a 5% match after one year of employment.
Employee Assistance Program, with confidential personal and work-related support including mental health support, counseling, and financial advice.
Free and discounted admission and membership to more than 50 nearby museums and cultural institutions for Trustees staff, volunteers, and interns.
Free entry to Trustees properties, discounted event tickets and merchandise at stores, and discounts on stays at Trustees inns.
One workday per year to explore a Trustees property.
One workday per year to help with a project at a Trustees property.