Job Title: IT Technician, Level 1

Reports to: IT Manager

Department: Technology

Supervises (# of employees): 0

Exempt/Non-exempt: Exempt

Full Time Employment

Summary:

Happy Valley seeks a Level 1 IT Technician to maintain and upgrade hardware and software for our growing organization. The IT Technician will configure, troubleshoot, and monitor the functioning of personal computers, in-house servers, escalate issues and aid other team members in troubleshooting. The IT Techncian may need to work flexible hours, be on call for IT emergencies and perform other related tasks when the need for technical support arises.

Responsibilities:

• First point of contact for all employees needing IT assistance
• Respond promptly to telephone helpdesk line, support tickets and e-mails, injesting required information to troubleshoot and assesses problem.
• Prioritize help desk tickets, and scheduling while adhering to deadlines and SLAs
• Provide support, troubleshoot & repair for laptops, desktops and printers
• Provide mobile device support, set up configuration, support and end user training
• Handle on/off boarding of software, user profiles on computer workstations
• Perform and monitor software, hardware, and firmware upgrades as necessary
• Troubleshoot and support networking hardware including firewalls, switches, routers, and wireless access points.
• Utilize communications and network diagnostic equipment
• Assist in managing POS for retail stores - in house menus and content deployment to screens
• Physically travel between 3-4 Happy Valley locations, on an as needed basis
• Assist with network issues, working along with other members of the IT team to install new software, printers and peripherals
• Contribute continuous IT improvements to ensure performance, scalability, capacity, security, supportability and maintainability is maintained for all supported applications and systems

Technical Qualifications:

• Microsoft Operating Systems / Windows Server Operating Systems - Microsoft O365 Suite, Active Directory Services, and Exchange Services
• Apple OSx Software and Hardware (Mac’s, iPads, and iPhones)
• Networking: LAN, WAN, DNS, DHCP, and VPN
• Hardware / Software troubleshooting MDF (main distribution frame) equipment: Firewall, Routing, Switches and Wireless Access Points
• Managing enterprise-grade A/V technologies – (Activate the Space) LED display & media system, (Enlighten) Menu Media Player, (Active Aire) Music players
• Barracuda spam filtering, anti-virus
• Troubleshooting commercial printers, specifically in a business environment
• VoIP Phone Systems
• IT Server Rack maintenance
• Backup and Recovery

Requirements:

• High school graduate, a must
• Associates degree in Information Technology, preferred
• At least 1-3 years previous experience in IT managed service provider or helpdesk
• Effective interpersonal, written and verbal communication skills
• Strong analytical and problem-solving skills
• Consistent and high level focus on customer service
• Able to organize and prioritize work
• Must be able to work effectively in a demanding and fast-paced environment
• Flexible to travel between work locations (Gloucester, East Boston and Newburyport) and adjust hours to meet operating needs
• A working knowledge of cybersecurity best practices
• Superior troubleshooting skills under high pressure situations - outages, hacks etc…
• Positive and professional demeanor
• Strong desire to learn new technologies and willingness to assist with IT related projects.
• Must comply with the MA. CCC hiring requirements

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization

Job Type: Full-time

Pay: Up to $50,000.00 per year

Benefits:

• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Experience level:

• 1 year

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Newburyport, MA: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• If a current Happy Valley employee encouraged you to apply, please let us know who to thank.

Education:

• High school or equivalent (Required)

Experience:

• Help desk: 1 year (Required)
• Windows: 1 year (Required)

Language:

• English (Required)

Work Location: One location

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