Job Information
Ahead LLC IT Support Technician in New Bedford, Massachusetts
Job Vision: We are searching for a dedicated, experienced, energetic individual to join our expanding team in Information Technology. This role will provide technical support and ensure needs of the business are met by bringing outstanding technical experience with great communication skills, a friendly demeanor, and patience.
The IT Support Technician is a critical team member to the NWGNA IT Enterprise Infrastructure team supporting five unique organizations across North America. The IT Support Technician requires a service oriented individual with passion to provide quality and timely service. This position will be hybrid with both work from home and onsite in our New Bedford, MA location. Work will be primarily performed from our New Bedford location with 1 day a week remote after a passing 90 day review as support needs dictate. Schedule will be day shift M-F, day shift hours; weekend, night work as needed for needs of the business.
Our Location:
This role will be based out of our Ahead Headquarters Office located in New Bedford, Massachusetts and works with NWGNA companies across the country.
Job Summary and Essential Functions:
This position, reporting to the Director of IT Infrastructure, will be a member of a team that is responsible for designing, supporting, and maintaining the organization’s IT Infrastructure in the US and Canada. This includes supporting server, client, cloud, network, and application platforms to ensure optimal performance and uptime. This role participates in centralized IT duties to support multiple New Wave Group companies and locations across North America (United States & Canada).
Essential Functions:
-Participate with team members in tier 1 support via Service Desk. Respond to incoming tickets via email in a timely and professional manner. Document and track all incidents, solutions, and follow-up actions in the Service Desk platform.
-Diagnose and troubleshoot hardware, software, and network issues.
-Provide remote and onsite technical support to staff. Prioritize demands on time and physical requests as appropriate to needs.
-Create and maintain user accounts, including password resets, access permissions, distribution group membership, etc...
-Escalate complex issues to tier 2 and 3 IT Staff when necessary.
-Install, configure, provision, image, and maintain desktop and laptop computers, peripherals, and mobile devices. Ensure business default and critical security applications are present and reporting correctly to respective platforms.
-Deploy and assist in managing software applications and updates.
-Assist with setup and support of network printers and other peripherals.
-Perform hardware repairs and upgrades, including memory, hard drives, and other components.
-Provide guidance and training to staff on best practices and efficient use of IT Resources.
-Create new and update existing documentation.
-Ability to work independently with minimal oversite from IT Director.
-Other duties as assigned.
Mindset and orientation:
Maintaining a customer-first position while providing in-depth support and trouble shooting.
Ability to organize, prioritize, multitask, and demonstrate flexibility in a dynamic, fast paced environment.
Embrace challenges, learn from criticism, and be willing to see effort as the path to mastery.
Education and Experience:
-Minimum of 2 years IT experience in an IT Help Desk or IT Desktop Support role.
-Associates or bachelor’s degree or an equivalent combination of education, certificates, or work experience required.
-Administration skills with M365/Active Directory/MFA.
-Comfortable in both Windows and Mac environments.
-Fundamental knowledge of OSI Layer, TCP/IP, VPN, DNS, DHCP, WAN, LAN, VLAN.
-A+ certification is a plus.
Work Environment:
Dynamic work environment supporting multiple companies with exposure to all areas technology across all organizations.
Minimal travel may be required to support additional locations in the Massachusetts area.
Ability to lift 40lbs, participate in equipment moves, setting up and discarding of hardware, and support physical ancillary efforts for business related projects.
Our Workplace: Employees shall work in a non-hostile work environment. That is, the employee is expected not to engage in any activity that unreasonably interferes with performance of any other employee, such as sexual harassment, unlawful discrimination or any other behavior that unduly demeans or intimidates another employee.
E-Verify: We verify the identity and employment authorization of individuals hired for employment in the United States.
Ahead, LLC is committed to a policy of nondiscrimination and equal opportunity for all employees and qualified applicants without regard to race, color, and religious creed, national origin, ancestry, sex, age, disability, protected genetic information, veteran’s status, sexual orientation, gender identity, or any other category protected by law. Applicants requiring reasonable accommodation to the application process and/or interview process should notify the HR department.
We maintain a drug-free workplace and perform pre-employment post-offer substance abuse testing, complete post-offer background check are required for all positions. A clear driving record may be required for Safety Sensitive and Sales positions.
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