Technical Support Technician II
About The Position
Are you looking to make a meaningful impact on public health and the environment? Join the MWRA team! We deliver some of the nation's highest-quality drinking water to 3 million residents, restored Boston Harbor, and continue to invest in protecting vital public resources. Be part of a mission-driven organization where your work truly makes a difference-in a safe, inclusive, and supportive environment. Summary: Configures, tests, and installs computer hardware, software and related peripheral products for MWRA staff. Provides Tier 1 and Tier 2 technical support, including troubleshooting hardware, software, and peripheral problems. Assists with the evaluation, testing and certification of new and emerging computer technology products. Assists MWRA staff with the introduction to new or modified computer environments.
Requirements
- A Bachelor's degree in management science, engineering management, computer science or related field; and
- At least two (2) years' experience with Technical Support Technician duties: or
- Any equivalent combination of education or experience.
- A valid Massachusetts driver's license for travel between worksites.
- A+ or a specific OEM certification.
- ITIL Foundations Certification or the ability to obtain within a year.
- Windows OS and Office Suite certifications.
Responsibilities
- Provides Tier 2 technical support including troubleshooting, testing, and resolving a wide variety of computer hardware, peripheral devices, and software related issues. This includes but is not limited to PCs, printers, mobile devices, and network equipment, along with security issues including virus patterns, OS Patches, and application fixes.
- Assists with Helpline technical support for user requests received in person, by email, phone or ticketing system based on operational needs.
- Configures, tests and installs computer hardware, software, and peripheral products for the MWRA.
- Participates on computer hardware, software, network, or peripheral device project teams to assist MWRA users with introduction to new or modified computer environments.
- Works with vendor support as needed to troubleshoot issues.
- Follows all established documentation and inventory procedures.
- Travels to MRWA sites as needed to provide onsite technical support
- Documents steps to address, troubleshoot and resolve Tier 1 and Tier 2 technical support responses related to computer hardware, peripheral devices, software and other related technical support calls Program Manager, MIS Operation and Hardware Maintenance Specialist
- Utilizes Maximo ticketing system to track all service requests and update MWRA device information.
- Perform related duties as required.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
