IT Network & Support Technician

Position Summary

The IT Support Technician is responsible for troubleshooting and resolving end-user

issues involving hardware, software, network connectivity, phone systems, and other IT

services in a timely manner. This position provides both Tier 1 and Tier 2 technical

support, as appropriate, and is expected to take ownership of issues from initial report

through resolution, including coordinating escalations and following up to ensure

successful completion. The IT Support Technician also supports the maintenance and

troubleshooting of physical and logical network infrastructure and assists with IT projects

as needed.

Primary Duties and Responsibilities

This job description does not limit management’s ability to assign or adjust duties and responsibilities at any time.

• Troubleshoot and support physical network infrastructure, including switches,

routers, wireless access points, network cabling, and related connectivity equipment.

• Troubleshoot logical network connectivity and configuration issues, including TCP/IP,

VLANs, DNS, DHCP, routing, VPN connectivity, and basic firewall rules.

• Promptly respond to and troubleshoot help desk inquiries, providing Tier 1 and Tier 2

technical support as appropriate.

• Support and troubleshoot Microsoft Azure resources and services, including virtual

machines, app services, networking, access permissions, and related cloud

infrastructure.

• Take ownership of assigned issues through completion, including troubleshooting,

escalation, coordination with other IT resources or vendors, and follow-up with end

users to confirm resolution.

• Provide end-user assistance for hardware, software, phone systems, call recording,

network connectivity, and other IT-related issues.

• Manage and maintain service desk tickets in Jira, ensuring accurate documentation,

timely updates, and appropriate resolution and closure.

• Assist with network equipment installation, configuration, maintenance, and

troubleshooting, escalating complex network issues as appropriate.

• Review network and endpoint security alerts, monitor security logs, and escalate

identified issues to the appropriate departmental resources

Install, configure, and maintain workstations, laptops, printers, software, and

peripheral equipment, including equipment moves.

• Assist with routine maintenance of desktop applications, operating systems, and

software updates and patches.

• Maintain accurate IT asset inventory, tracking hardware and software throughout the

device lifecycle.

• Manage user accounts and access permissions, including network access, application

access, security groups, and building access credentials.

• Troubleshoot and repair IT-related equipment as needed.
• Assist with IT infrastructure improvements, system upgrades, and other technology

projects.

• Other duties as assigned

Requirements

IT Support Experience: Previous experience providing Tier 1 and Tier 2 technical

support, including troubleshooting hardware, software, network connectivity, and

Windows operating systems.

• Networking: Strong foundational understanding of both physical and logical

networking concepts, with hands-on experience troubleshooting LAN/WAN

connectivity, switches, routers, wireless networks, TCP/IP, VLANs, DNS, DHCP, and

VPN connections. Experience with Ubiquiti equipment and CompTIA Network+

certification a plus.

• Microsoft Azure (Required): Working knowledge and hands-on experience with

Microsoft Azure, including virtual machines, virtual networking, resource management,

access controls, and basic cloud infrastructure troubleshooting.

• Microsoft Technologies: Familiarity with Microsoft 365 administration, including

Intune, Microsoft Entra ID, Exchange Online, Windows Active Directory, and Windows

operating systems.

• VoIP and Telephony: Knowledge of VoIP technologies and cloud-based phone

systems, particularly Twilio Flex, is beneficial.

• Security and Monitoring: Familiarity with endpoint security tools, network

monitoring, security alerts, and basic cybersecurity practices.

• IT Management Tools: Experience using ticketing systems, remote monitoring and

management tools, and endpoint management platforms.

• Troubleshooting and Ownership: Strong analytical and problem-solving skills,

with the ability to independently diagnose and resolve technical issues. Demonstrated

accountability for managing issues through completion, including proactive

communication, escalation management, and follow-up.

• Independence: Ability to work independently, manage competing priorities, take

initiative, and identify and resolve technical issues with minimal supervision.

• Communication: Strong verbal and written communication skills, including the

ability to explain technical concepts to nontechnical employees, provide timely status

updates, and document technical procedures and resolutions

Other: Advanced computer knowledge; basic mathematical skills; ability to read and

interpret operating instructions, technical documentation, procedure manuals, and

standard operating procedures (SOPs); strong time management and attention to

detail; ability to work effectively in a team environment.

• Supervisory Responsibility: None

Working Conditions

1. Lifting & Physical Requirements: Individuals may need to sit or stand for long

periods throughout the day. Reaching above shoulder heights, below the waist or lifting

as required to file documents or store materials throughout the workday. Proper lifting

techniques required. May include lifting up to 50 pounds on occasion.

2. Work Environment: General office environment with moderate noise level.

Nothing in this job description restricts management’s right to assign or reassign duties and

responsibilities to this job at any time. Nothing in this job description is intended to create a

contractual obligation or to modify an employee’s employment at will status.

The requirements listed above are representative of the knowledge, skill and/or ability

required. Reasonable accommodations may be made to enable qualified individuals with

disabilities to perform the essential job functions.

MA Pay Transparency Salary: $70k- $80k

ACCC is an equal opportunity employer and is committed to creating an inclusive and diverse

workplace. We do not discriminate based on race, color, religion, sex, sexual orientation,

gender identity, national origin, disability, age, genetic information, veteran status, or any

other protected characteristic as defined by applicable law. We believe in fostering a workplace

where everyone feels valued, respected, and empowered to succeed.

If you need assistance or accommodation during the application process due to a disability,

please contact [email protected]

Benefits

• Comprehensive health insurance including medical, dental, and vision coverage
• Medical and dependent Flexible Spending Account (FSA)
• Short-Term and Long-Term Disability; Life Insurance
• 401(k) retirement plan with company matching
• Paid time off and paid holidays
• Remote work flexibility
• Professional development and training opportunities
• Supportive team environment and mission-driven culture