Support Analyst - IT
Support Technician for a progressive non-profit agency.
The Desktop Support Analyst is responsible for assisting in the support and
maintenance of desktop, laptop, and mobile hardware, software, and user
functionality for the agency working within the IT team to ensure our programs
are running smoothly across western Massachusetts. The ideal candidate to join
our IT team is a self-starter with excellent interpersonal skills; that excels
in an agile, fast-paced, and high energy position.
Preferred Candidates will have a working knowledge of:
7 & 10, including PC maintenance and repair
11 including iPhone hardware repairs (ie. screen and battery replacements)
Directory account management
email (including Office 365)
Apps (Mail, Drive, Sheets, and Docs)
Office Suite 2013, 2016, and Office 365 (including Outlook, Word, Excel,
Sharepoint, and Visio)
protocols and the ability to troubleshoot agency networks (ie. Unify and
and conduit installation (run and terminate cables)
technologies (ie. Laser and dot-matrix)
machines and all-in-one printer/scanner/fax systems
security best practices, including HIPAA compliance and device encryption
removal techniques and utilities
in ServiceNet's Help Desk ticketing system including logging, troubleshooting
and monitoring tickets for hardware, software, account management, and
application support issues in a super responsive manner.
to communicate and educate technical information and best practices to a
repair, maintain, install, and upgrade PC hardware and other support devices to
ensure timely resolution, meeting or exceeding agency expectations and service
resolutions in a timely manner via telephone, email, in-person consultations
including onsite visits.
with other IT and IS teams and their resources to assist in problem resolution
procedures, workflows, best practices, configurations, settings; and ensure
documents are kept up to date.
current with established and emerging hardware, software, mobile technologies,
and network standards and protocols.
and identify potential areas where existing procedures require change, or where
new ones need to be developed.
other duties as assigned.
License and vehicle
years' experience with repairing PC hardware and software in a business
setting, help desk experience preferred
A , or equivalent certification or work experience
with enterprise level hardware and software
technical background with the ability to solve IT related issues
to communicate ideas and resolutions in a clear, concise, user friendly manner
written and oral communication skills
ability to effectively multi-task and manage time both independently as well as
within a team environment
to lift up to 50 pounds with or without a reasonable accommodation
provide a paid orientation, and training to obtain certification in First Aid,
CPR, the Medication Administration Program (MAP), and Applied Non-Violence.
believe in a healthy balance between work and the rest of your life. So,
in addition to our starting wage of $18.00 based on experience.
generous time-off package;
low-deductible health and dental insurance plans;
- a 403(B)
retirement plan, with employer matching;
disability benefits; paid life insurance; tuition assistance; and several more
apply, please submit your cover letter and resume listing search number #148.
We look forward to hearing from you!
ServiceNet is an equal opportunity employer. All qualified
applicants will receive consideration for employment without regard to race,
color, religion, sex, national origin, disability, or veteran status. We are
proud to be a tobacco-free employer.