Information Technology Support Specialist

Lowell, MA, United States

Job Title: Information Technology Support Specialist

Reports to: Director of Information Technology

Type: Full Time

Category: Information Technology

Background on UTEC, INC.:

UTEC’s promise is to ignite and nurture the ambition of our most disengaged youth to trade violence and poverty for social and economic success. UTEC’s outcomes-focused model begins with intensive street outreach, reaching proven high-risk youth where they’re at. UTEC engages youth in workforce development and educational programs and provides mental health services and intensive case management. Social justice and civic engagement are embedded in all programming. For more info, please visit www.utecinc.org.

UTEC is committed to its vision for Diversity, Equity and Inclusion which pledges to honor the lived experiences and expertise of individuals; create community and celebration of cultures; challenge all forms of oppression; and embody a culture that leans into discomfort and recognizes it as a growth opportunity. UTEC is dedicated to fair and equitable compensation practice, the health, mental health, and overall well-being of young adults and staff and to creating an environment that supports work-life balance and the individual and professional growth of all.

Job Summary

The Technical Support Specialist will provide support to UTEC employees under the direction of the Director of Information Technology. The emphasis of this role is on the structure and control of the functions responsible for diverse technical operations both onsite and remote access for all staff that generally involves hardware, software, phone system, and networking in both physical and virtual environments while ensuring minimal distribution.

Duties/Responsibilities

Monitor and respond to helpdesk tickets by providing timely and accurate onsite support

Follow the IT Director's guidance to address onsite equipment issues, repairs and replacements as needed

Maintain in-house equipment inventory to support break/fix issues, new employee setup, and existing employee new needs

Coordinate with the IT Director in purchasing necessary hardware (e.g. staff computers, printers)

Maintain software inventory and user usage

Prepare equipment for new hires (e.g. laptop, printer) following the IT procedures

Provide cloud and onsite infrastructure maintenance, troubleshooting, and configuration support

Maintain availability for all group/event to assist with technology setup and/or non-assisted instructional resources

Maintain and ongoing tracking of computer and audio/video hardware through an inventory system

Evaluate system potential by assessing the compatibility of new programs with existing programs

Maintain client confidence by keeping their information confidential

Preparing reference materials for users by drafting operation instructions

Extend hardware support to include event and group communications via audio/video equipment

Provide support and customer service, such as password resets, printer configurations, break/fix instructions, ticket routing, and escalation as needed

Administer user core enterprise applications including Google email, Google enterprise suite applications, Quickbase database, and any other application systems being utilized (i.e. Salesforce)

Administer UTEC owned and active websites to include maintenance of security and existing functionality  Social Enterprises Scheduling and E-Commerce functionality

Fundraising and other organization-wide functions

Maintain and support the UTEC Young Adult Hotline

Maintain and troubleshoot onsite and remote access for staff support, and for cloud network and onsite VOIP telephone system

Administer the cloud IT infrastructure including user cloud computers, cloud data storage, cloud networking, and cloud security

Establish, maintain, and manage user onsite and cloud system accounts

Required Skills/Abilities

BS/BA in computer science, engineering, or relevant field and a minimum of 2-4 years of experience preferred.

Proven experience as a Technical Support Specialist or similar role

Excellent communication skills- able to hear and respond to employee IT needs in a manner that is supportive and easily understood by employees at all levels of the organization

Strong time management, and customer service skills

Demonstrated experience, understanding, and support of a variety of computer systems (hardware/software) and technologies with user satisfaction, including but not limited to Windows, Mac, and Chrome platforms, Microsoft Office and Adobe Creative Cloud, imaging software, Audio/Video and media, inventory systems, and help desk/knowledge base systems

Network design and implementation

Exceptional vendor relationships

Outstanding knowledge of software maintenance

Excellent problem solving and analytical skills

Database and software performance modification

Process improvement

Self-starter that demonstrates personal initiative, responsibility, and a sense of ownership

Make timely and sound decisions, especially under conditions of time pressure

A strong candidate will demonstrate many of the following qualifications:

Demonstrated project management experience

Strong problem-solving and decision-making abilities

Familiarity with data privacy regulations and cybersecurity best practices

Proficiency in software evaluation, implementation, and training

Proficiency in website and social media assets’ functionality (excluding content)

The starting salary is $55,000 for this position. UTEC offers a competitive benefits package that starts with 4 weeks of vacation (3 standard for all new employees and a week of agency-wide closure between the Christmas and New Year holidays), 12 holidays, 10 sick days, 2 personal days, health, dental and vision insurance, life insurance, an annual cost of living increase, a 457B retirement plan and up to $4,000 per employee of professional development support.  With time, benefits grow to include up to 6 weeks of vacation, 80% coverage of employee health and dental insurance costs and availability for a 3 week sabbatical.

UTEC also stresses the importance of work-life balance and offers several wellness opportunities including additional time off (i.e. for the past two years we have closed at 3pm on Fridays during the summer months), an employee assistance program, down payment assistance for first time home buyers, parental leave, bereavement supports and unlimited free coffee!

UTEC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, UTEC complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.