Senior Tech Support Specialist

Company: Community Resources for Justice
Location: Boston
Posted on: October 30, 2024

Job Description:

Community Resources for Justice (CRJ) is a unique, 145-year-old nonprofit organization that provides direct care as well as research and consulting services within the areas of the Mental Health, Criminal Justice, and Public Policy fields. Our four divisions, Social Justice Services, Community Strategies, Behavioral Health, and the Crime and Justice Institute are recognized for their effectiveness and contributions to this important work. CRJ offers competitive pay and excellent benefits which include:

• Flexible Scheduling
• 401k with company match
• Paid Time Off (Vacation/Sick)
• Referral Bonus Programs
• Employee perks, and much more! About This Position CRJ wants you to join our growing team of compassionate and dependable Senior Tech Support Specialists to support the wonderful individuals we serve! This is a full time, 40-hrs/week, exempt position that will be working to support all CRJ service lines. This position is eligible for benefits and has a starting salary of $68,500/yr. This is a fantastic opportunity to receive valuable training to not only start your career, but also to advance it. CRJ offers opportunities for tremendous career advancement and professional development. Job Summary: The Senior Tech Support Specialist is responsible for assisting users with day-to-day troubleshooting tasks. This position involves traveling to our locations where assistance is required. The Senior Tech Support Specialist will also be responsible for technical ticket escalations and focus on providing solutions to the users. Duties & Responsibilities:
  • Provide user support for submitted tickets, document resolutions within our ticketing platform, and engage in personalized and friendly customer service (seamless, clear, and pleasant communication).
  • Develop and publish documentation as needed for user support related items.
  • Travel onsite to support users in the field.
  • Collaborate with project coordination to ensure that assigned project tasks are completed without disruption to the flow of regular support requests (prioritize and adapt effectively).
  • Engage in continuing education, specifically as it relates to Microsoft Cloud and Security technologies.
  • Support a mix of technologies including a variety of hardware and software solutions such as: Wireless, Firewalls, Server OS, Thin Clients, Security Camera, and Conference System setups.
  • Other duties as assigned. Required Skills/Abilities:
    • Experience supporting common line of business operating systems and applications (Microsoft Office, Adobe, etc.)
    • Associate's degree in technology related field or equivalent certifications
    • Experience working in an enterprise level ticketing system.
    • Must be comfortable with all supported versions of Windows Desktop operating systems, as well as modern smartphones. Preferred Skills/Abilities:
      • Working understanding of M365, Microsoft Entra, Active Directory
      • Excellent communication, documentation, and Customer-facing skills
      • Familiarity with Fortinet hardware, Citrix, and Dell Server/Storage technologies. Required Education and Experience:
        • 4+ years providing bench / technical support for users.
        • Associate's degree in technology related field. Preferred Education and Experience:
          • Bachelor's degree in technology related field
          • 2+ years in IT Engineering Experience
          • Heavy Travel required as needed to support 60+ locations. CRJ's Commitment to Diversity, Equity, and Inclusion (DEI) Our vision is to be an organization that demonstrates its commitment to eradicating systemic racism and other forms of oppression. We will hold each other accountable in addressing the norms and practices that advantage few and harm many. CRJ provides Equal Employment Opportunities to all employees and applicants for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state, and local laws. CRJ complies with applicable state and local laws governing non-discrimination in employment in every state in which CRJ has locations.
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Keywords: Community Resources for Justice, New Bedford , Senior Tech Support Specialist, Other , Boston, Massachusetts