Systems Engineer II

Our Open • Boston, MA

3d

About The Position

When you join The Home for Little Wanderers, you join a team of professionals dedicated to creating better, brighter futures for kids. For over 200 years, The Home for Little Wanderers has helped build stable lives and hopeful tomorrows for vulnerable children and their families. Our 25+ community-based and residential programs serve thousands of at-risk youths from birth to age 26. Many of these children have experienced abuse, neglect, trauma, or a disrupted family life. As the oldest child welfare agency in America, we provide them with safe surroundings, permanent loving relationships, and a secure path toward a better, brighter future. Reporting to the AVP of IT Operations, the Systems Engineer II serves as an escalation point for complex IT incidents and service requests, owning and resolving high-priority, high-impact tickets that require advanced technical analysis. This role provides advanced troubleshooting across operating systems, end-user devices, applications, and network connectivity, performing root cause analysis and implementing long-term solutions to prevent recurring incidents. The Systems Engineer II communicates effectively with end users, leadership, and technical teams throughout incident resolution and collaborates with infrastructure, security, and application teams to coordinate issue resolution and ongoing system support. In addition, the position provides clear technical guidance to non-technical staff, develops and maintains technical documentation and knowledge base articles, follows and reinforces incident, problem, and change management best practices, and supports secure on-site and remote end-user environments in compliance with HIPAA and organizational security policies.

Requirements

• 1-3+ years' experience working with technology, preferably in a customer-facing position
• High School diploma/GED
• Office 365 knowledge
• Exceptional verbal and written communication skills with ability to effectively communicate complex technical information to customers, team members, and company employees across organization.
• Consistent application of business etiquette in all communication, including face-to-face, email, and phone interactions with customer end users, POD members, internal stakeholders, and C-level employees.

Nice To Haves

• Microsoft Teams knowledge a plus
• SharePoint knowledge a plus

Responsibilities

• Analyze, troubleshoot, and resolve complex technical issues across end-user systems, applications, and network services
• Manage escalated incidents from initial assessment through resolution, ensuring minimal disruption to business operations
• Accurately document issues, resolutions, and procedures within ticketing systems and knowledge bases
• Effectively communicate technical information to non-technical users and business stakeholders
• Prioritize and manage multiple concurrent issues in a fast-paced support environment
• Collaborate cross-functionally with IT teams to restore services and improve support outcomes
• Apply organizational policies, security standards, and regulatory requirements, including HIPAA, during all support activities
• Provide guidance and technical direction to non-technical support staff as needed
• Support secure remote access technologies and end-user productivity tools
• Participate in continuous improvement efforts related to service delivery, documentation, and support processes

Benefits

• Generous time off including up to 15 days per year for new full-time employees, plus 11 holidays, and 5 sick days
• Health, Dental and Vision Insurance available
• Extensive training to new staff
• Tuition reimbursement of up to $2,400 per fiscal year
• 403(b) Retirement Plan with employer match
• Employer paid Long-term and Short-term Disability Insurance, plus Basic Life and AD&D Insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED