What are the responsibilities and job description for the IT Technician position at High Point & SEMCOA Job Board?
IT Technician
Location: IT Department – New Bedford
Schedule: Full-time, 40 hours/week, Monday–Friday
Pay Range: Starting at $23/hour, based on education and experience
About High Point & Affiliated Organizations
High Point & Affiliated Organizations is a health and human service agency dedicated to treating and preventing substance use disorders and mental illness. With programs throughout Southeastern Massachusetts, High Point offers a full continuum of care, including inpatient, outpatient, residential, and community-based services. Our programs also support survivors of abuse and violence, as well as families experiencing homelessness.
We believe every person has inherent goodness, worth, and dignity. Our mission is to help individuals and families create meaningful change and improve their quality of life.
Position Summary
The IT Technician serves as the first point of contact for staff technology support needs. This role provides front-line assistance for hardware, software, account access, email, and connectivity issues, while ensuring timely triage, accurate documentation, and appropriate escalation of more complex problems. The technician also supports daily IT operations such as onboarding, offboarding, workstation setup, equipment deployment, inventory tracking, and helpdesk coordination.
Essential Duties and Responsibilities
- Serve as the first point of contact for IT support requests from staff.
- Provide first-level technical support for hardware, software, account access, email, and connectivity issues.
- Receive and triage helpdesk requests by phone, email, and ticketing platform.
- Log, prioritize, track, and document tickets accurately in the helpdesk system.
- Resolve common end-user issues and escalate complex or unresolved problems to Tier 2 or Tier 3 support.
- Support onboarding and offboarding processes, including account access, workstation setup, and equipment deployment.
- Prepare, configure, and deploy computers, peripherals, and related devices for new hires and employee reassignments.
- Assist with IT inventory management, asset tracking, and periodic audits.
- Maintain accurate technical documentation and contribute to knowledge base articles.
- Follow established IT policies, security procedures, and documentation standards.
- Support mobile device management tasks as assigned.
- Assist with departmental projects and cross-functional initiatives.
- Use Asana to track project-related assignments and progress.
- Participate in an on-call rotation for after-hours emergency technology support, as needed.
- Perform other related duties as assigned.
Qualifications
- High school diploma or GED required.
- Technical background or call center experience preferred.
- At least 1 year of IT support or helpdesk experience preferred; internships may be considered.
- Familiarity with Windows operating systems, Microsoft 365, and basic networking concepts.
- Strong customer service, communication, organizational, and problem-solving skills.
- Ability to work independently and collaboratively in a fast-paced environment.
Physical Requirements
- Ability to lift and move IT equipment up to 25 pounds.
- Ability to sit or stand for extended periods while working on devices.
- Frequent walking between workstations or buildings.
- Manual dexterity for keyboarding, tool use, and cable connections.
Benefits
High Point’s main objective is to ensure employees and their families lead fulfilling and healthy lives. We provide resources and support that help build and sustain physical, financial, and emotional well-being so employees can focus on what matters most.
Our benefits package includes:
- Medical, dental, and vision insurance
- Flexible spending accounts and dependent care accounts
- Long-term and short-term disability
- Life insurance
- 403(b) retirement plan
- Paid vacation and time off
- PFML
- Employee Assistance Program
- Bonuses and referral incentives
- Discounted auto, home, and renters insurance
- Free courses to become a Licensed Counselor or Recovery Coach
- Company-paid CEU trainings with education days
- Free meals at select programs, based on availability
Additional Compensation Information
Any compensation range provided is an estimate based on current market data. The actual offer may fall above or below this range depending on the candidate’s experience, skills, and geographic location.
Equal Opportunity Employer
High Point and its affiliates are equal opportunity employers. We welcome applicants of all backgrounds and do not discriminate based on race, color, religion, sex, national origin, sexual orientation, gender identity, disability, veteran status, or any other protected characteristics.
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