Job Title: SeniorIT Support Technician
Location: 10 Oak Park Drive Bedford, MA / 170 Lexington Road Billerica, MA
Schedule: Monday – Friday, 8 am – 4 pm; year-round, onsite
Supervisor: Director of IT
Position Summary:
The Senior IT Support Technician will use their skillset to ensure that hardware, network, and software systems are implemented and supported effectively throughout the organization. The organization is predominantly Windows based with Chromebooks, iPads, and Android tablets for our students. We utilize both Microsoft Office and Google Workspace for productivity software. This position is regularly required to be on the move; including but not limited to; classrooms, offices, orientations, trainings and travel between buildings to provide user support. The ideal candidate is someone wanting to expand their knowledge and further their skillset through hands-on training in a variety of IT projects and opportunities. NLG is committed to the professional growth of our employees and this opportunity offers the right candidate a broad path to explore the IT profession, in a great community, with an amazing mission!
Responsibilities:
Position Specific Responsibilities
Helpdesk
o Serve as the first point of contact for user support within the organization
o Monitor and respond quickly and effectively to service requests received through our Freshdesk portal
o Escalate service requests and assign to appropriate team members
o Install and configure computer hardware, software, systems, printers, and scanners
o Repair and replace equipment as necessary
o Provide minor telecom system support including mobile devices and desk phones
General
o Monitor and maintain computer systems and networks
o Assist staff with password or login problems
o Manage and maintain software applications
o Maintain and update technical documentation regarding network diagrams, IT asset lists
o Provide recommendations for new hardware purchases
o Assist with school-wide technology projects
o Develop and maintain Windows system images for laptops and desktops
o Travel between buildings as necessary
Other General Responsibilities
o Following NLG’s emergency procedures (administering SOLVE strategies, First Aid or CPR), whenever needed.
o Adhering to NLG’s policies and procedures expected for full time staff.
o Ensuring the safety and well-being of all students within NLG and while out in the community.
o Attendance at the following:
· Staff Meetings: All staff members are required to attend any mandatory staff meetings as scheduled which may be before, during, or after program hours..
· Trainings: All staff members are required to participate in a minimum of 24 training hours each year. Staff will be assigned mandatory trainings to complete on Paycom. Additional trainings that fulfill this requirement can be found on Paycom, NLG University, and occasionally are provided by external trainers on the half days.
o Maintenance of the following certifications:
· CPR & First Aid
· The initial and renewal trainings are provided by NLG. The initial training occurs during the Orientation week. Renewal trainings are communicated by NLG’s Nursing Department as necessary.
· SOLVE (see Physical Job Capabilities
· The initial and renewal trainings are provided by NLG. The initial 16-20 hour training occurs within the first 3 months of employment. Staff members are expected to participate in an annual 1.5 hour refresher course to be scheduled via Paycom.
· Any other certifications/licenses as required per the position qualifications
Please note: The essential functions listed in this section are not limited only to the tasks listed and may include other duties as assigned.
Supervision and Performance Assessment:
o Nashoba Learning Group adheres to the principles of Applied Behavior Analysis in its management of employees as well as in its teaching of children. Performance requirements are clearly specified, performance is measured frequently, feedback is given immediately and mastery of particular skills allows access to higher-level skills. Reinforcement is tied to performance in the form of pay, professional development opportunities, and recognition.
o This position will be evaluated/assessed annually by Director of IT on general performance, cooperation, and teamwork.
Qualifications:
o Minimum of 3-5 years prior experience in a Technical Support capacity
o Bachelor’s degree in related field, equivalent work experience in the IT field, and/or industry certification(s)
o Exceptional ability to provide technical support and resolve queries
o Working knowledge with Microsoft Office products, Google Workspace, File Server permissions, and Active Directory.
o Willingness to solve complicated problems and see projects through to completion
o Team-oriented attitude to help other colleagues and departments with technical problems
o Strong interpersonal communication and relationship-building skills
o Ability to move computers, network hardware and other equipment in, and between buildings
o Ability to manage time and effectively prioritize numerous projects at one time
o Ability to work flexible hours as needed and on call for occasional nights, weekends, and program closure days
o At least two references that will attest to the staff’s interpersonal skills, energy, work ethic, ability to work on a team, leadership skills, integrity, and ability to accept and learn from feedback
o Satisfactory results for new hire and recurring background and CORI check
o A driver’s license in good standing
o Thorough knowledge of NLG’s policies and procedures
o Thorough knowledge of NLG’s daily operations and guidelines
Physical Job Capabilities:
Physical Job Requirements of this job include:
o Physically capable of keeping students/members safe and in close proximity at all times, particularly during outings
o Safely implement crisis prevention techniques and restraining members 50 pounds up to and in excess of 125 pounds when necessary
Physical Movements Required for Safe Implementation of Crisis Prevention Techniques:
o Quick and abrupt movements of upper and lower body (moving quickly, brisk and vigorous use of hands and arms)
o Rotating upper torso movements
o Arm and hand movements to grasp, range of motion movement with upper body and arms
o Balance
o Lifting and lowering (bending at knees repeatedly)
o Prolonged duration of exertion with both upper and lower body, being in one position for periods of timeBenefits NLG Provides to Our Valued Employees!
o 100% Paid Tuition! (for an NLG approved Master’s program in Applied Behavior Analysis or Special Education)
o Considerable Time Off Starting with Over 8 Weeks Off! (Including program closures, holidays, and PTO)
o Affordable and Comprehensive Medical Insurance
o 100% paid employer Dental Insurance
o 403B Retirement plan
o Referral Bonus Program
o Disability Insurance
o Flexible Spending Account
o Health Savings Account
o Employer Paid Life Insurance
o Employee Assistance Program
o Professional Development
o Mileage Reimbursement (for travel with individuals from your caseload during the work day)
Please note: NLG is unable to offer relocation assistance
NLG is committed to the philosophy and principles of equal employment opportunity. It is the policy of NLG to recruit, hire, train and promote the most qualified candidates regardless of any race, age, color, religion, national origin, ancestry, sex (including pregnancy and gender identity), sexual orientation, protected genetic information, veteran status, disability, or any other characteristic protected by law. NLG expects all employees to support its equal opportunity objective.
Job Type: Full-time
Pay: $45,000.00 - $60,000.00 per year
Benefits:
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Professional development assistance
- Referral program
- Retirement plan
- Tuition reimbursement
Experience level:
- 2 years
- 3 years
- 4 years
- 5 years
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
- Weekends as needed
License/Certification:
- Driver's License (Required)
Ability to Relocate:
- Billerica, MA 01821: Relocate before starting work (Required)
Work Location: In person