UNKNOWN

FEED

HOUR

Provide on-site meeting support: Physically be present at a meeting location to assist with the smooth running of the event, including tasks like setting up equipment, managing logistics, troubleshooting technical issues, providing attendee support. Additional Duties and ResponsibilitiesProvide Information Technology Support (ITS) relating to desktop technical issues involving Microsoft’s core business applications, operating systems for PC (Windows 7+), MAC (OS X) and peripherals.

<h3>Description</h3><br/><div>The Field Support Technician will be responsible for providing on-site technical support to BCS365 clients. Your primary objective will be to resolve complex technical issues that cannot be addressed remotely, ensuring minimal downtime and maximum client satisfaction. This role requires strong technical expertise, excellent problem-solving abilities, and exceptional customer service skills. The technology includes but is not limited to enterprise Desktops Systems, Collaboration Tools, Cloud Applications, Cloud Security, AD Services and Network Components. <br/><br/><strong>Key Considerations:</strong></div><ul><li>Must be authorized to work in the U.S. </li><li>This is a full-time, direct hire position.</li><li>Schedule: Monday - Friday, 7:00 AM - 4:00 PM (ET). *Start/end times may vary due to client needs.</li><li>Must be able and willing to commute daily to Rockland, MA office.</li><li>Company vehicle use permitted for on-site support in Cambridge, MA 3 days/week, along with on-site support for other clients as needed.</li><li>Valid Driver's License required.</li><li><strong>Compensation Disclaimer</strong>: The pay range listed for this position is based on market data and reflects the company’s good faith estimate of what it reasonably expects to pay. Actual compensation may vary depending on geographic location, relevant experience, and other job-related factors. This range also accounts for potential growth and progression within the role. Final compensation will be determined after a successful interview process and may be discussed in more detail during later stages. </li></ul><br/><h3>Essential Duties and Responsibilities</h3><br/><div>The position will provide field service support and consultation such as testing and troubleshooting, provide the best technical solution to solve the customer issue, complete assigned jobs with assistance from lead technicians.  <br/><br/><strong>Responsibilities</strong></div><ul><li>On-site Technical Support: Respond to client requests for on-site assistance promptly and professionally. Travel to client locations throughout the Massachusetts area within a day's notice to provide level 2 technical support. (Same day notice may be required) </li><li>Provide on-site meeting support:  Physically be present at a meeting location to assist with the smooth running of the event, including tasks like setting up equipment, managing logistics, troubleshooting technical issues, providing attendee support. </li><li>Provisioning:  Setting up IT Systems, including new user accounts and hardware replacements. </li><li>Video Conferencing Support: Provide on-site support to troubleshoot, diagnose and maintain video conferencing rooms. </li><li>Troubleshooting and Issue Resolution: Diagnose and resolve complex hardware, software, and network-related issues faced by clients. Analyze problems, determine the best course of action, and implement appropriate solutions to minimize downtime. </li><li>Incident Management: Log, track, and update all support incidents in a timely manner using ServiceNow ticketing system. Ensure that issues are documented accurately, including troubleshooting steps taken and problem resolution details. </li><li>Hardware and Software Installations: Perform installations, upgrades, and configuration of computer hardware, software, and peripheral devices at client sites. Ensure proper functionality and compatibility with existing systems. </li><li>Network Infrastructure Support: Assist with the setup, maintenance, and troubleshooting of client network infrastructure, including routers, switches, and firewalls. Collaborate with network engineers to resolve complex network issues. </li><li>Client Communication: Establish and maintain positive relationships with clients, providing regular updates on the status of ongoing issues and ensuring open lines of communication. Offer clear instructions and guidance to clients on technical matters. </li><li>Documentation and Knowledge Sharing: Create and maintain technical documentation, including standard operating procedures, troubleshooting guides, and knowledge base articles. Share knowledge and provide training to clients and internal teams as needed<strong>. </strong> </li><li>Adherence to Policies and Procedures: Follow established protocols, security guidelines, and service level agreements (SLAs) when performing job duties. Comply with company policies and procedures related to information security and data protection. </li></ul><div><strong>Additional Duties and Responsibilities</strong> </div><ul><li>Provide Information Technology Support (ITS) relating to desktop technical issues involving Microsoft’s core business applications, operating systems for PC (Windows 7+), MAC (OS X) and peripherals. </li><li>Function as the first point of contact to the customer for all types of service requests. </li><li>Required to be on Phone Support when not actively working a case or at a client’s location. </li><li>Process service requests as they arrive through direct customer call or other communication vehicle. This includes but not limited to: </li></ul><ol><li>Create new cases in ticketing system: Obtain and evaluate all relevant information for service issues and requests, according to procedures. </li><li>Self-Assign incoming cases by identifying and investigating users’ questions and problems and providing immediate solutions when applicable. </li><li>Escalate client support cases that cannot be remedied quickly to appropriate resource following the escalation process and procedures. </li></ol><ul><li>Responsible for entering time and all work with proper updates in ticketing system as it occurs. </li><li>Apply technical knowledge to quickly resolve end user related opportunities such as password resets for the various applications supported. </li><li>Addressing email related issues (i.e., creation of distribution lists, shared mailboxes, etc.) </li><li>Addressing phone related issues (Apple and Android) via Intune or other MDM. </li><li>Administering security group permissions on files shares, SharePoint and other applications per policy. </li><li>Troubleshoot network connectivity, printer issues, and collaboration applications. </li><li>Responsible for technical break/fix support for all ITS Systems currently deployed in production. </li><li>Interface and maintain effective communication with business users and other ITS team members when analyzing, updating and resolving cases. </li><li>Responsible for administration, maintenance and second level support of back-end global ITS systems. </li><li>Identification of opportunities for continuous improvement of systems in production. </li><li>Ability to work in a team and communicate effectively. </li><li>Collaborate with the Dispatcher and Help Desk Manager to ensure requests are routed to the proper resource to be resolved quickly and efficiently. </li><li>Maintain acceptable KPI’s levels to meet expectations. </li><li>Data entry may be required for new and active clients in ticketing system. </li><li>Responsible for entering time and all work with proper updates in ticketing system as it occurs. </li><li>Onsite work at client locations will be required as needed (clients may be in Massachusetts, New England, or other states within the U.S.). </li><li>Ability to adhere to schedule, as well as be flexible as start/end times may vary due to client needs. </li><li>Other duties as assigned. </li></ul><div><strong>Customer Focus</strong> </div><ul><li>Demonstrate exceptional customer service skills to exceed customers’ expectations and to minimize escalations by taking ownership of customer reported issues. </li><li>Illustrated diplomacy, tactfulness and empathy when dealing with customers. </li><li>Exemplified ability to defuse escalations and high-tension situations. </li><li>Well-developed ability to appease customers experiencing service outages and difficulties. </li><li>Ability to listen actively and ask clarifying questions to seek understanding. </li><li>Experience going above and beyond the duty to delight customers. </li><li>Must have a genuine drive for customer satisfaction and retention. </li></ul><br/><h3>Competencies, Skills, and Qualifications</h3><br/><div><strong>Required Certifications, Licenses and Experience</strong></div><ul><li>Education:  Bachelor’s degree in computer science or related field, or equivalent experience </li><li>IT Experience:  4 years minimum </li><li>Previous MSP experience, or experience supporting external customer base </li><li>Must have O365 Admin, Azure (AAD) and On-Prem AD experience </li><li>Familiar with Group Policy and Conditional Access Policy (CA) </li><li>Experience with ServiceNow and Automate RMM </li><li>Advanced understanding of operating systems (Windows 10 or higher and MAC OS X), printing systems, network topology and infrastructure terminology </li><li>Required Certifications: One or more of the following: CompTIA or A+, Network+, Microsoft MCP, MS 900, AZ 900 </li><li>Preferred Certifications: MS 102, AZ 104 or CCNA </li><li>Continually advancing your knowledge base through certification courses </li><li>Valid Driver's License </li></ul><div><strong>Physical Requirements:</strong> </div><ul><li>Physical requirements include standing or sitting for extended periods of time, bending, kneeling, twisting, and lifting up to 75 lbs. </li><li>Must be able to use a computer, handle IT equipment, and communicate with customers. </li></ul><br/><h3>Perks & Benefits</h3><br/><ul><li>Insurance Coverage: Health, Dental, Vision, Life/AD&D, Long-Term Disability, Accident, Hospital Indemnity, Critical Illness</li><li>Paid Time Off (Vacation, Holidays, Birthday)</li><li>401k Retirement Plan with Company Match</li><li>Peer-to-Peer Recognition</li><li>Learning and Development</li><li>Pet Insurance</li><li>Fun On and Off-Site Events</li><li>Referral Bonus Program</li><li>Employee Assistance Program</li></ul><div><br/></div>

BCS365

IT Field Support Technician

PinpointHQ

FULL_TIME

About The Role: Innovative Defense Technologies (IDT), provider of cutting-edge cloud-based integration, automated testing and data analysis for complex, mission-critical systems in the US Department of Defense (DOD), is seeking an IT Network Engineer to be part of our IT team and based out of our Fall River, MA location. About Innovative Defense Technologies (IDT):Leveraging advanced software automation, model-based systems engineering (MBSE), and AI-driven capabilities, IDT accelerates capability development, enhances operational readiness, and reduces lifecycle costs for the Department of Defense.

YEAR

<p><b>Description</b></p><div style="margin:0in;font-family:'arial';font-size:11pt;color:rgb( 32 , 31 , 30 )">About The Role: </div><div style="margin:0in;font-family:'arial';font-size:11pt"><a href="http://idtus.com/" rel="nofollow">Innovative Defense Technologies</a> (IDT), provider of cutting-edge cloud-based integration, automated testing and data analysis for complex, mission-critical systems in the US Department of Defense (DOD), is seeking an IT Network Engineer to be part of our IT team and based out of our Fall River, MA location.</div><div style="margin:0in;font-family:'arial';font-size:11pt;color:rgb( 32 , 31 , 30 )"> </div><div style="margin:0in;font-family:'arial';font-size:11pt;color:rgb( 32 , 31 , 30 )">IDT’s Information Systems team is seeking an IT Network Engineer who is pursuing new challenges and can learn quickly. The IT Network Engineer will assist designing, maintaining, and expanding IDT’s corporate network resources, including on-prem, datacenter, and cloud resources. Responsibilities will focus on maintaining network resources, planning network updates, and identifying improvements that could be implemented across the corporate network.</div><div style="margin:0in;font-family:'arial';font-size:11pt;color:rgb( 32 , 31 , 30 )"> </div><div style="margin:0in;font-family:'arial';font-size:11pt;color:rgb( 32 , 31 , 30 )">Clearance & Location Requirements:</div><ul style="direction:ltr;unicode-bidi:embed;margin-top:0in;margin-bottom:0in"><li style="margin-top:0px;margin-bottom:0px;vertical-align:middle;color:rgb( 32 , 31 , 30 );font-family:sans-serif , 'arial' , 'helvetica';font-size:12pt">All applicants must be able to obtain/maintain an active Secret U.S. Security Clearance. </li><li style="margin-top:0px;margin-bottom:0px;vertical-align:middle;color:rgb( 32 , 31 , 30 );font-family:sans-serif , 'arial' , 'helvetica';font-size:12pt">This is an on-site position. Requiring at least 1 day in office per week, based out of our Fall River, MA location.</li></ul><div style="margin:0in;margin-left:0.375in;font-family:'arial';font-size:11pt;color:rgb( 32 , 31 , 30 )"> </div><div style="margin-top:0pt;margin-bottom:8pt;font-family:'arial';font-size:11pt;color:rgb( 32 , 31 , 30 )">What You Will Do:  </div><ul style="direction:ltr;unicode-bidi:embed;margin-top:0in;margin-bottom:0in"><li style="margin-top:0px;margin-bottom:0px;vertical-align:middle;color:rgb( 32 , 31 , 30 );font-family:sans-serif , 'arial' , 'helvetica';font-size:12pt">Maintaining, designing, and expanding IDT’s corporate network, including switches, routers, firewalls, wireless, and related equipment</li><li style="margin-top:0px;margin-bottom:0px;vertical-align:middle;color:rgb( 32 , 31 , 30 );font-family:sans-serif , 'arial' , 'helvetica';font-size:12pt">Network Architecture & Design:Plans, designs, and implements network infrastructures that meet performance, scalability, and security requirements</li><li style="margin-top:0px;margin-bottom:0px;vertical-align:middle;color:rgb( 32 , 31 , 30 );font-family:sans-serif , 'arial' , 'helvetica';font-size:12pt">Network Monitoring & Optimization:Monitors performance and reliability, analyzing metrics to identify and address performance issues</li><li style="margin-top:0px;margin-bottom:0px;vertical-align:middle;color:rgb( 32 , 31 , 30 );font-family:sans-serif , 'arial' , 'helvetica';font-size:12pt">Interact with technical team members from multiple organizations in a team environment</li><li style="margin-top:0px;margin-bottom:0px;vertical-align:middle;color:rgb( 32 , 31 , 30 );font-family:sans-serif , 'arial' , 'helvetica';font-size:12pt">Include network segmentation constructs like VLANs and VRF routing domains into existing and new network architectures</li><li style="margin-top:0px;margin-bottom:0px;vertical-align:middle;color:rgb( 32 , 31 , 30 );font-family:sans-serif , 'arial' , 'helvetica';font-size:12pt">Assures Quality:Gathers, organizes, maintains, updates and shares information and knowledge using network design documentation and diagrams</li><li style="margin-top:0px;margin-bottom:0px;vertical-align:middle;color:rgb( 32 , 31 , 30 );font-family:sans-serif , 'arial' , 'helvetica';font-size:12pt">Participate in identification of emerging technologies and network architectures</li><li style="margin-top:0px;margin-bottom:0px;vertical-align:middle;color:rgb( 32 , 31 , 30 );font-family:sans-serif , 'arial' , 'helvetica';font-size:12pt">Assist in performing administration and lifecycle management of network hardware, and software defined networks utilizing multiple network management tools and applications</li><li style="margin-top:0px;margin-bottom:0px;vertical-align:middle;color:rgb( 32 , 31 , 30 );font-family:sans-serif , 'arial' , 'helvetica';font-size:12pt">Assist in complete capacity planning, prediction, performance monitoring, and troubleshooting physical and software defined networks with tuning to ensure stable performance of supported environments on-prem and cloud-based</li><li style="margin-top:0px;margin-bottom:0px;vertical-align:middle;color:rgb( 32 , 31 , 30 );font-family:sans-serif , 'arial' , 'helvetica';font-size:12pt">Supporting Tier 2 helpdesk requests related to network issues, as needed</li></ul><div style="margin:0in;font-family:'arial';font-size:11pt;color:rgb( 32 , 31 , 30 )"> </div><div style="margin-top:0pt;margin-bottom:8pt;font-family:'arial';font-size:11pt;color:rgb( 32 , 31 , 30 )">Who You Are (Required): </div><ul style="direction:ltr;unicode-bidi:embed;margin-top:0in;margin-bottom:0in"><li style="margin-top:0px;margin-bottom:0px;vertical-align:middle;color:rgb( 32 , 31 , 30 );font-family:sans-serif , 'arial' , 'helvetica';font-size:12pt">Bachelor’s degree in Information Technology, Information Systems, Computer Science, or relevant field of Engineering, or equivalent full-time professional experience.</li><li style="margin-top:0px;margin-bottom:0px;vertical-align:middle;color:rgb( 32 , 31 , 30 );font-family:sans-serif , 'arial' , 'helvetica';font-size:12pt">3+ years of full-time professional experience in corporate IT network administration or engineering role.</li><li style="margin-top:0px;margin-bottom:0px;vertical-align:middle;color:rgb( 32 , 31 , 30 );font-family:sans-serif , 'arial' , 'helvetica';font-size:12pt">Ability to travel up to 10% of the time as needed</li><li style="margin-top:0px;margin-bottom:0px;vertical-align:middle;color:rgb( 32 , 31 , 30 );font-family:sans-serif , 'arial' , 'helvetica';font-size:12pt">Experience with configuration and administration of Cisco OSs</li><li style="margin-top:0px;margin-bottom:0px;vertical-align:middle;color:rgb( 32 , 31 , 30 );font-family:sans-serif , 'arial' , 'helvetica';font-size:12pt">Experience with advanced TCP/IP, DNS, Routing, OSPF, and VLAN</li><li style="margin-top:0px;margin-bottom:0px;vertical-align:middle;color:rgb( 32 , 31 , 30 );font-family:sans-serif , 'arial' , 'helvetica';font-size:12pt">Networking protocol experience (802.11, TCP, UDP, ICMP)</li><li style="margin-top:0px;margin-bottom:0px;vertical-align:middle;color:rgb( 32 , 31 , 30 );font-family:sans-serif , 'arial' , 'helvetica';font-size:12pt">LAN and WAN experience</li><li style="margin-top:0px;margin-bottom:0px;vertical-align:middle;color:rgb( 32 , 31 , 30 );font-family:sans-serif , 'arial' , 'helvetica';font-size:12pt">Able to shift from one project to another in an agile work environment </li><li style="margin-top:0px;margin-bottom:0px;vertical-align:middle;color:rgb( 32 , 31 , 30 );font-family:sans-serif , 'arial' , 'helvetica';font-size:12pt">Ability to work with all levels of staff within and outside of Information Systems and outside the organization</li><li style="margin-top:0px;margin-bottom:0px;vertical-align:middle;color:rgb( 32 , 31 , 30 );font-family:sans-serif , 'arial' , 'helvetica';font-size:12pt">Desire to stay current with industry trends and best practices</li><li style="margin-top:0px;margin-bottom:0px;vertical-align:middle;color:rgb( 32 , 31 , 30 );font-family:sans-serif , 'arial' , 'helvetica';font-size:12pt">Ability to quickly learn new or unfamiliar technology and products using documentation and internet resources</li><li style="margin-top:0px;margin-bottom:0px;vertical-align:middle;color:rgb( 32 , 31 , 30 );font-family:sans-serif , 'arial' , 'helvetica';font-size:12pt">Excellence in technical oral and written communication with peers and non-technical cohorts</li><li style="margin-top:0px;margin-bottom:0px;vertical-align:middle;color:rgb( 32 , 31 , 30 );font-family:sans-serif , 'arial' , 'helvetica';font-size:12pt">Be capable of working independently, but thrive in a team environment</li><li style="margin-top:0px;margin-bottom:0px;vertical-align:middle;color:rgb( 32 , 31 , 30 );font-family:sans-serif , 'arial' , 'helvetica';font-size:12pt">Solid analytical abilities, coupled with a strong sense of ownership, urgency and drive</li><li style="margin-top:0pt;margin-bottom:8pt;vertical-align:middle;color:rgb( 32 , 31 , 30 );font-family:sans-serif , 'arial' , 'helvetica';font-size:12pt">Strong organization, communication, and planning skills</li></ul><div style="margin-top:0pt;margin-bottom:8pt;font-family:'arial';font-size:11pt;color:rgb( 32 , 31 , 30 )">What Makes You Stand Out:</div><ul style="direction:ltr;unicode-bidi:embed;margin-top:0in;margin-bottom:0in"><li style="margin-top:0px;margin-bottom:0px;vertical-align:middle;color:rgb( 32 , 31 , 30 );font-family:sans-serif , 'arial' , 'helvetica';font-size:12pt">Cisco CCNA certification or equivalent is a plus</li><li style="margin-top:0px;margin-bottom:0px;vertical-align:middle;color:rgb( 32 , 31 , 30 );font-family:sans-serif , 'arial' , 'helvetica';font-size:12pt">Experience with firewall policy management and design</li><li style="margin-top:0px;margin-bottom:0px;vertical-align:middle;color:rgb( 32 , 31 , 30 );font-family:sans-serif , 'arial' , 'helvetica';font-size:12pt">Experience with VXLAN and NSX</li><li style="margin-top:0px;margin-bottom:0px;vertical-align:middle;color:rgb( 32 , 31 , 30 );font-family:sans-serif , 'arial' , 'helvetica';font-size:12pt">Some experience with automation scripts, tools, and environments (ex. Python, Ansible)</li><li style="margin-top:0px;margin-bottom:0px;vertical-align:middle;color:rgb( 32 , 31 , 30 );font-family:sans-serif , 'arial' , 'helvetica';font-size:12pt">Some experience with automation tools such as Ansible and Terraform</li><li style="margin-top:0px;margin-bottom:0px;vertical-align:middle;color:rgb( 32 , 31 , 30 );font-family:sans-serif , 'arial' , 'helvetica';font-size:12pt">Experience with Palo Alto firewall configuration and administration</li><li style="margin-top:0pt;margin-bottom:8pt;vertical-align:middle;color:rgb( 32 , 31 , 30 );font-family:sans-serif , 'arial' , 'helvetica';font-size:12pt">Experience with Palo Alto Prisma Access SASE configuration and administration</li></ul><div style="margin-top:0pt;margin-bottom:8pt;font-family:'arial';font-size:11pt;color:rgb( 32 , 31 , 30 )">If you see yourself reflected in this role and are excited about the impact you could make, we encourage you to apply! If you know someone who may be a great fit, please feel free to share this opportunity with your network.</div><div style="margin-top:0pt;margin-bottom:8pt;font-family:'arial';font-size:11pt;color:rgb( 32 , 31 , 30 )">Pay Range*: $72,000 - $114,450 or $85,500 - $139,650</div><div style="margin-top:0pt;margin-bottom:8pt;font-family:'arial';font-size:11pt;color:rgb( 32 , 31 , 30 )">This amount may not be reflective of actual compensation that may be earned as pay is dependent on a candidate’s experience, skills, and education. The posted range does not include bonuses, commissions, tips, or other benefits. IDT is often looking to place multiple candidates at various levels. Therefore, more than one pay range has been included, commensurate with experience. </div><div style="margin:0in;font-family:'arial';font-size:11pt;color:rgb( 32 , 31 , 30 )">About Innovative Defense Technologies (IDT):</div><div style="margin-top:0pt;margin-bottom:1pt;font-family:'arial';font-size:11pt;color:rgb( 32 , 31 , 30 )">Leveraging advanced software automation, model-based systems engineering (MBSE), and AI-driven capabilities, IDT accelerates capability development, enhances operational readiness, and reduces lifecycle costs for the Department of Defense. We are dedicated to transforming defense systems through innovation, efficiency, and mission-critical results.</div><div style="margin-top:0pt;margin-bottom:1pt;font-family:'arial';font-size:11pt;color:rgb( 32 , 31 , 30 )"> </div><div style="margin-top:0pt;margin-bottom:1pt;font-family:'arial';font-size:11pt;color:rgb( 32 , 31 , 30 )">At IDT, our employees are developing advanced mission-critical outcomes by consistently delivering high-quality results, fostering innovation, applying rigorous problem-solving, and communicating effectively across multifaceted teams and stakeholders. Grounded in these competencies, IDT translates complex customer and product requirements into robust software solutions.</div><div style="margin-top:0pt;margin-bottom:1pt;font-family:'arial';font-size:11pt;color:rgb( 32 , 31 , 30 )"> </div><div style="margin-top:0pt;margin-bottom:8pt;font-family:'arial';font-size:11pt;color:rgb( 32 , 31 , 30 )">Why Work at Innovative Defense Technologies (IDT):</div><div style="margin-top:0pt;margin-bottom:8pt;font-family:'arial';font-size:11pt;color:rgb( 32 , 31 , 30 )">IDT is a growing company with a vibrant, entrepreneurial culture. We are headquartered in Arlington, VA with additional offices in Fall River, MA; Mount Laurel, NJ; and San Diego, CA. At each location, our employees work together in a modern, snack-filled, and social office space, designing innovative solutions for our defense industry customers. We offer employees competitive pay and benefits including:  </div><ul style="direction:ltr;unicode-bidi:embed;margin-top:0in;margin-bottom:0in"><li style="margin-top:0pt;margin-bottom:8pt;vertical-align:middle;color:rgb( 32 , 31 , 30 );font-family:sans-serif , 'arial' , 'helvetica';font-size:12pt">Generous <a href="https://idtus.com/careers/employee-benefits/" rel="nofollow">benefits</a> package </li><li style="margin-top:0pt;margin-bottom:8pt;vertical-align:middle;color:rgb( 32 , 31 , 30 );font-family:sans-serif , 'arial' , 'helvetica';font-size:12pt">Competitive PTO </li><li style="margin-top:0pt;margin-bottom:8pt;vertical-align:middle;color:rgb( 32 , 31 , 30 );font-family:sans-serif , 'arial' , 'helvetica';font-size:12pt">Paid holidays </li><li style="margin-top:0pt;margin-bottom:8pt;vertical-align:middle;color:rgb( 32 , 31 , 30 );font-family:sans-serif , 'arial' , 'helvetica';font-size:12pt">401(k) with immediate vesting and matching </li><li style="margin-top:0pt;margin-bottom:8pt;vertical-align:middle;color:rgb( 32 , 31 , 30 );font-family:sans-serif , 'arial' , 'helvetica';font-size:12pt">9/80 optional schedule (2nd and 4th Friday off every month)  </li><li style="margin-top:0pt;margin-bottom:8pt;vertical-align:middle;color:rgb( 32 , 31 , 30 );font-family:sans-serif , 'arial' , 'helvetica';font-size:12pt">Tuition Assistance Reimbursement Program </li><li style="margin-top:0pt;margin-bottom:8pt;vertical-align:middle;color:rgb( 32 , 31 , 30 );font-family:sans-serif , 'arial' , 'helvetica';font-size:12pt">Professional Development Resources </li><li style="margin-top:0pt;margin-bottom:8pt;vertical-align:middle;color:rgb( 32 , 31 , 30 );font-family:sans-serif , 'arial' , 'helvetica';font-size:12pt">Pre-Tax Commuter Benefits </li><li style="margin-top:0pt;margin-bottom:8pt;vertical-align:middle;color:rgb( 32 , 31 , 30 );font-family:sans-serif , 'arial' , 'helvetica';font-size:12pt">Organization-Wide Monthly Tech Connect Events</li><li style="margin-top:0pt;margin-bottom:8pt;vertical-align:middle;color:rgb( 32 , 31 , 30 );font-family:sans-serif , 'arial' , 'helvetica';font-size:12pt">Annual Employee Recognition Awards </li><li style="margin-top:0pt;margin-bottom:8pt;vertical-align:middle;color:rgb( 32 , 31 , 30 );font-family:sans-serif , 'arial' , 'helvetica';font-size:12pt">Regular Social Events and Catered Lunches </li></ul><div style="margin-top:0pt;margin-bottom:8pt;font-family:'arial';font-size:11pt;color:rgb( 32 , 31 , 30 )"> </div><div style="margin-top:0pt;margin-bottom:8pt;font-family:'arial';font-size:11pt;color:rgb( 32 , 31 , 30 )">EEO Statement:</div><div style="margin:0in;font-family:'arial';font-size:11pt;color:rgb( 32 , 31 , 30 )">IDT is an Equal Opportunity employer.</div>

Innovative Defense Technologies (IDT)

IT Network Engineer

Jobvite Talemetry Organic Easy Apply

Decision-Making and Self-ManagementInterface and maintain effective communication with business users and other ITS team members when analyzing, updating and resolving cases. The technology includes but is not limited to enterprise Desktops Systems, Collaboration Tools, Cloud Applications, Cloud Security, AD Services and Network Components.

<h3>Description</h3><br/><div>The primary responsibilities for this position are handling second level support in Managed Services team. Respond, troubleshoot, generate and update service cases for BCS365 clients. The technology includes but is not limited to enterprise Desktops Systems, Collaboration Tools, Cloud Applications, Cloud Security, AD Services and Network Components.  <br/><br/><strong>Key Considerations:</strong></div><ul><li>Must be authorized to work in the U.S. </li><li>This is a full-time, direct hire position.</li><li>Schedule: Monday - Friday, 8:00 AM - 5:00 PM (ET). *Must have flexibility to work weekends as needed.</li><li>Must be able and willing to work at the Rockland, MA office as needed and provide on-site support for clients as needed.</li><li>Valid Driver's License required.</li><li><strong>Compensation Disclaimer</strong>: The pay range listed for this position is based on market data and reflects the company’s good faith estimate of what it reasonably expects to pay. Actual compensation may vary depending on geographic location, relevant experience, and other job-related factors. This range also accounts for potential growth and progression within the role. Final compensation will be determined after a successful interview process and may be discussed in more detail during later stages. </li></ul><br/><h3>Essential Duties and Responsibilities</h3><br/><div><strong>Responsibilities</strong></div><ul><li>Provide Information Technology Support (ITS) relating to desktop technical issues involving Microsoft’s core business applications, operating systems for PC (Windows 7+), MAC (OS X) and peripherals. </li><li>Function as the first point of contact to the customer for all types of service requests. </li><li>Required to be on Phone Support when not actively working a case. </li><li>Process service requests as they arrive through direct customer call or other communication vehicle. This includes but not limited to: <ul><li>Create new cases in ticketing system: Obtain and evaluate all relevant information for service issues and requests, according to procedures.</li><li>Self-Assign incoming cases by identifying and investigating users' questions and problems and providing immediate solutions when applicable.</li><li>Escalate client support cases that cannot be remedied quickly to appropriate resource following the escalation process and procedures.</li></ul></li><li>Responsible for entering time and all work with proper updates in ticketing system as it occurs. </li><li>Apply technical knowledge to quickly resolve end user related opportunities such as password resets for the various applications supported. </li><li>Addressing email related issues (i.e., creation of distribution lists, shared mailboxes, etc.) </li><li>Addressing phone related issues (Apple and Android) via Intune or other MDM. </li><li>Administering security group permissions on files shares, SharePoint and other applications per policy. </li><li>Troubleshoot network connectivity, printer issues, and collaboration applications. </li><li>Responsible for technical break/fix support for all ITS Systems currently deployed in production. </li><li>Interface and maintain effective communication with business users and other ITS team members when analyzing, updating and resolving cases. </li><li>Responsible for administration, maintenance and second level support of back-end global ITS systems. </li><li>Author and maintain technical documentation on system support models, common issues and solutions, as well as self-service documentation for end users to reference in the ITS Knowledge Base.  </li><li>Identification of opportunities for continuous improvement of systems in production. </li><li>Communication with customers as required: keeping them informed properly in ticketing system of incident or request progress and notifying them of impending changes base on client’s SLA. </li><li>Maintain acceptable KPI’s levels to meet expectations. </li><li>Collaborate with Dispatchers and Help Desk Manager to ensure requests are routed to the proper resource to be resolved quickly and efficiently. </li><li>Data entry may be required for new and active clients on Ticketing system. </li><li>Identify proactive ways to reduce the number of issues and support calls in the environment (reduction in quality, interruption or failure of an ITS service). </li><li>Onsite work at client locations will be required as needed.  </li><li>Other duties as assigned. </li></ul><div> </div><div><strong>Customer Focus</strong> </div><ul><li>Demonstrate exceptional customer service skills to exceed customers’ expectations and to minimize escalations by taking ownership of customer reported issues. </li><li>Illustrated diplomacy, tactfulness and empathy when dealing with customers. </li><li>Exemplified ability to defuse escalations and high-tension situations. </li><li>Well-developed ability to appease customers experiencing service outages and difficulties. </li><li>Ability to listen actively and ask clarifying questions to seek understanding. </li><li>Experience going above and beyond the duty to delight customers. </li><li>Must have a genuine drive for customer satisfaction and retention. </li></ul><div> </div><div><strong>Decision-Making and Self-Management</strong> </div><ul><li>Interface and maintain effective communication with business users and other ITS team members when analyzing, updating and resolving cases. </li><li>Skills in troubleshooting, solving problems and root cause analysis. </li><li>Excellent organizational and time management skills.  </li><li>Capability to manage own workload while meeting team goals and business needs of the company. </li><li>Proven aptitude to work well in a team or independently with minimum supervision. </li><li>Desire and capability to work and make timely decisions in a rapidly changing and uncertain environment. </li></ul><div> </div><div><strong>Troubleshooting</strong> </div><ul><li>Ability to troubleshoot complex problems, analyze root causes and educate customers to perform troubleshooting. </li><li>Broad knowledge to assist customers with troubleshooting customer equipment (CPE, computers), inside wiring (IW) and using their products and services. </li></ul><br/><h3>Competencies, Skills, and Qualifications</h3><br/><div><strong>Required Certifications, Licenses and Experience</strong></div><ul><li>Education:  Bachelor’s degree in computer science or related field </li><li>IT Experience:  4 years minimum </li><li>Previous MSP experience, or experience supporting external customer base </li><li>Must have O365 Admin, Azure (AAD) and On-Prem AD experience </li><li>Familiar with Group policy and Conditional access policy (CA) </li><li>Experience with ServiceNow and Automate RMM </li><li>Advanced understanding of operating systems (Windows 10 or higher and MAC OS X), printing systems, network topology and infrastructure terminology </li><li>Required Certifications: One or more of the following: CompTIA or A+, Network+, Microsoft MCP, MS 900, AZ 900 </li><li>Preferred Certifications: MS 102, AZ 104 or CCNA </li><li>Continually advancing your knowledge base through certification courses </li><li>Valid Driver's License </li></ul><div><strong>Physical Requirements:</strong> </div><ul><li>Physical requirements include standing or sitting for extended periods of time, bending, kneeling, twisting, and lifting up to 75 lbs. </li><li>Must be able to use a computer, handle IT equipment, and communicate with customers. </li></ul><br/><h3>Perks & Benefits</h3><br/><ul><li>Insurance Coverage: Health, Dental, Vision, Life/AD&D, Long-Term Disability, Accident, Hospital Indemnity, Critical Illness</li><li>Paid Time Off (Vacation, Holidays, Birthday)</li><li>401k Retirement Plan with Company Match</li><li>Peer-to-Peer Recognition</li><li>Learning and Development</li><li>Pet Insurance</li><li>Fun On and Off-Site Events</li><li>Referral Bonus Program</li><li>Employee Assistance Program</li></ul>

Help Desk Support Technician, Tier II (Hybrid)

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The Tier 2 Support Agent is responsible for installing, diagnosing, repairing, maintaining, and upgrading hardware and software to ensure optimal system performance. This role serves as a primary point of contact for end users requiring technical assistance and hardware support within the organization’s desktop computing environment.

<div><p><strong>Full Time Role - Local W2 Candidates Only - HYBRID</strong></p><p><strong>$30/hr-$35/hr plus full beni package and bonus</strong></p><p/><p>This role serves as a primary point of contact for end users requiring technical assistance and hardware support within the organization’s desktop computing environment. The Tier 2 Support Agent is responsible for installing, diagnosing, repairing, maintaining, and upgrading hardware and software to ensure optimal system performance. Support is delivered in person, via phone, email, and remote access tools.</p><p/><p><strong>Key Responsibilities</strong></p><ul><li>Provide technical support for desktops, laptops, printers, mobile devices, and peripherals</li><li>Install, image, configure, and deploy desktops and laptops for new and existing employees</li><li>Diagnose and resolve hardware and software issues, escalating to Tier 3 when necessary</li><li>Support Microsoft 365 applications, including Teams and SharePoint</li><li>Troubleshoot multi-factor authentication (MFA) applications and remote connectivity issues</li></ul><p/><p><strong>Required Skills and Knowledge</strong></p><ul><li>Proficiency with Microsoft 365, including Teams and SharePoint</li><li>Strong knowledge of desktop, laptop, and printer hardware</li><li>Working knowledge of Active Directory and Azure Active Directory</li><li>Ability to support Microsoft Office applications</li></ul><p/><p><strong>Qualifications</strong></p><ul><li>AS or BS in Computer Science or related field (or equivalent professional experiece)</li><li>2+ years of relevant IT experience, including at least 2 years in Tier 2 support role</li><li>Strong customer service background</li></ul></div>

Hub Technology Group

Helpdesk Analyst

Analysis Skills

Computer Maintenance

Computer Science

Computer Systems

Customer Relations

Customer Support/Service

Desktop Environments

Desktop PC

Hardware Administration

Hardware Upgrades

Help Desk

Identify Issues

Information Technology & Information Systems

Laptop Hardware

Laptop PC

Microsoft Active Directory

Microsoft Office

Microsoft Product Family

Microsoft SharePoint

Microsoft Windows Azure

Mobile Devices

Peripheral Hardware

Printers

Problem Solving Skills

Remote Access

Software Administration

Software Upgrades

Technical Support

Top Echelon

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