IT Support Specialist I

FLSA Status: Non-exempt
Location: Leominster, Massachusetts
Reports To: Helpdesk Manager

Aspire Living & Learning is seeking an IT Support Specialist I to support the agency’s computer network, hardware, and software, ensuring that group homes and offices operate smoothly, reliably, and securely. This role provides remote and on-site technical support through phone, in person, and remote management. 

• →p]:inline" data-streamdown="list-item">Provide technical support for computer systems, hardware, software, and standard applications; troubleshoot issues and deliver timely resolutions or workarounds.
• →p]:inline" data-streamdown="list-item">Assist users with setup, training, and problem-solving for common applications and devices, including one-on-one support and support for group meetings.
• →p]:inline" data-streamdown="list-item">Work with staff and vendors to diagnose and resolve software and data-related issues, and provide program orientation and training.
• →p]:inline" data-streamdown="list-item">Set up mobile devices including iPhones, iPads, and Chromebooks.
• →p]:inline" data-streamdown="list-item">Install, configure, relocate, troubleshoot, and support PC hardware and software.
• →p]:inline" data-streamdown="list-item">Install, configure, and troubleshoot computer peripherals and equipment (e.g., printers, scanners, digital cameras, and other devices).
• →p]:inline" data-streamdown="list-item">Support and coordinate Information Systems projects, including departmental or agency-wide installations; conduct needs assessments; perform hardware/software research and evaluation.
• →p]:inline" data-streamdown="list-item">Manage and coordinate regional vendor relationships.
• →p]:inline" data-streamdown="list-item">Prepare activity and project status reports.
• →p]:inline" data-streamdown="list-item">Contribute to a positive, productive workplace culture and support team morale and performance.
• →p]:inline" data-streamdown="list-item">Participate in required training sessions and conduct training as assigned.
• →p]:inline" data-streamdown="list-item">Perform additional duties assigned by supervisors or team leaders; accept reassignment as needed.

• p]:inline" data-streamdown="list-item">Associate degree or better in computer engineering, or equivalent experience.
• p]:inline" data-streamdown="list-item">Minimum 2 years of experience providing user support with a high level of customer service.
• p]:inline" data-streamdown="list-item">Minimum 2 years experience with Windows, iOS, and macOS operating systems.
• p]:inline" data-streamdown="list-item">Minimum 1 year experience in cloud computing, specifically Microsoft Azure.
• p]:inline" data-streamdown="list-item">Minimum 2 years experience working with PC hardware and configuration/settings.
• p]:inline" data-streamdown="list-item">Must have satisfactory background checks.
• p]:inline" data-streamdown="list-item">Valid driver’s license and a safe driving record.

• Working knowledge of Active Directory and Microsoft 365, including basic user account support, password resets, and routine user support tasks.
• Knowledge of ABM (Apple Business Management).
• Strong troubleshooting skills to diagnose and resolve hardware, software, and device issues.
• Basic network troubleshooting skills, including identifying and resolving common connectivity problems.
• Self-motivated with a strong work ethic and commitment to quality.

• Periodic travel to group homes and other state offices.
• Frequent requirements: walking, sitting, fine hand manipulation, handling/reaching, and using a keyboard and display terminal.
• Occasional requirements: standing, stooping, kneeling, crouching/crawling, and climbing stairs.
• Ability to maintain emotional control under stress.
• Must be able to lift/move up to 35 pounds regularly and occasionally up to 50 pounds.
• Close vision required.
• Standard office environment with common office equipment (fax, copier, phone, computer, etc.).
• Reasonable accommodation can be made for qualified individuals with disabilities to perform essential functions.