Information Technology Specialist

Lowell, MA

Full Time

Mid Level

Job Title: Information Technology Specialist

Reports to: Director of Information Technology

Type: Full Time

Salary: $55,000-$60,000

Location: Lowell, MA

Job Summary
The Information Technology (IT) 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, which generally involves hardware, software, phone system, and networking in both physical and virtual environments, while ensuring minimal distribution.

The role is based at UTEC's Lowell center, but will also require travel to UTEC's other locations in Lawrence and Haverhill. This position will be on-site with remote hybrid opportunities to be discussed after 90 days.

Duties/Responsibilities

Monitor and respond to help desk 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 employees' new needs
Coordinate with the IT Director in purchasing necessary hardware (e.g., staff computers, printers)
Maintain software inventory and user usage
Maintain Ubiquiti network infrastructure
Perform basic DNS updates via
Prepare and set up IT equipment for new hires and lead IT onboarding orientations, reviewing hardware, software, and support resources.
Provide cloud and on-site infrastructure maintenance, troubleshooting, and configuration support
Maintain availability for all group/event to assist with technology setup and/or non-assisted instructional resources
Maintain an 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)
Maintain and support the UTEC Young Adult Hotline
Maintain and troubleshoot onsite and remote access for staff support, and for the cloud network and the onsite Zoom VOIP telephone system
Administer the cloud IT infrastructure, including user cloud computers, cloud data storage, cloud networking, and cloud security

Required Skills/Abilities

BS/BA in Computer Science, Engineering, or related field (or equivalent practical experience), with 2–4 years of relevant 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, Google Workspace, Microsoft 365, Adobe Creative Cloud, Quickbase, imaging software, Audio/Video and media, inventory systems, and help desk/knowledge base systems
Demonstrated understanding of basic networking concepts (DNS, TCP/IP, DHCP)
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)

Compensation

$55,000-$60,000 plus benefits. UTEC offers a competitive benefits package that starts with 3 weeks of vacation plus a week off between the Christmas and New Year holidays, 12 holidays, 10 sick days, 2 personal days, and 3 bereavement days, as well as health, dental, and vision insurance starting day one. We also offer life insurance, first-time homeowners down payment assistance, cost-of-living increases, a paid sabbatical after three years, and a 401K retirement plan with up to $2,000 savings match. See more about our benefits here.

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 where 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.

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Information Technology Specialist

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