Support Technician

Ounce IT LLC•Natick, MA

6d•$55,000 - $75,000

About The Position

OunceIT is seeking a Support Technician to support the technology needs of non-profits, mission-based organizations, and independent schools in Massachusetts. The role provides technical support both in person and remotely, resolves help desk and complex technical issues, and works with educators, staff, parents, and students. The successful candidate can work independently, has client technical-support experience, and is curious and open to learning new technology. The position offers opportunities to continue developing technical skills and career growth. The Support Technician supports a range of operating systems, devices, networks, SaaS applications, servers, virtualization platforms, and phone systems. The role includes managing and documenting support tickets, maintaining client IT records, advising client stakeholders, assisting with policies and procedures, and participating in OunceIT's on-call rotation.

Requirements

At least 4 years of relevant on-site IT support experience.
Proven experience supporting endpoints and infrastructure across operating systems, hardware, and hypervisors.
Experience implementing and administering commonly used SaaS solutions, such as O365, G Suite, AWS, or Azure.
At least 2 years of experience implementing and supporting network hardware and related services, including wireless networks, switches, routers, and firewalls, from the network edge to the ISP.
Mastery of TCP/IP, DNS, DHCP, VLANs, VPN, iSCSI, RAID, and related concepts.
Experience installing, configuring, and administering current Microsoft Windows Server environments, including Active Directory, Exchange, file services, print services, and Group Policy.
At least 3 years of experience installing, configuring, and administering current virtualization platforms, ideally VMware, and understanding related best practices such as backups, high availability, and disaster recovery.
Ability and willingness to troubleshoot complex server and workstation issues.

Nice To Haves

Experience in an academic setting and/or at a managed service provider (MSP).
SQL experience.

Responsibilities

Manage the help desk ticket queue by assessing, prioritizing, and escalating incoming requests as needed.
Document customer and client interactions, actions taken, and required next steps.
Service and troubleshoot Mac, Windows, Linux, iPadOS, tvOS, iOS, Android, and ChromeOS systems, including their settings and features.
Administer SaaS applications such as Google Workspace and Microsoft 365, including permissions, groups, and organizational unit structures.
Use basic terminal and command-line tools to troubleshoot end-user devices.
Perform basic support functions using mobile device management (MDM) and remote monitoring and management (RMM) platforms.
Understand and troubleshoot endpoint IP network configurations, including IP address, gateway, subnet mask, and DNS.
Support basic VoIP and enterprise phone system functions, including extensions, voicemail, passthrough IP configurations, and softphones.
Create and maintain documentation for assigned issues and resolutions, client IT infrastructure, and processes, including notes on actions taken and remaining steps.
Maintain inventory records in applicable IT documentation and administration platforms.
Communicate clearly and frequently with colleagues, leaders, escalation resources, and clients.
Identify, develop, and manage recommendations for client system changes.
Perform basic to intermediate technical advisory duties for client stakeholders and explain technical situations and recommended changes.
Assist with developing and implementing client-facing policies and standard operating procedures in partnership with others.
Participate in OunceIT's on-call rotation.