Schedule: 40 hours / hybrid - Brockton, MA

General Summary

Provide first-level technical support for on-site and remote users, ensuring timely resolution of issues and exceptional customer service. Service and maintain IT hardware and software, document incidents, and assist in compliance with security and technology standards.

Key Responsibilities

• Serve as the first point of contact for technical support via phone, email, chat, and in-person.
• Monitor and respond promptly to service requests; prioritize and escalate issues according to established SLAs.
• Troubleshoot and resolve hardware, software, and connectivity issues for desktops, laptops, mobile devices, and A/V equipment.
• Install, configure, and transport IT equipment—including PCs, laptops, printers, tablets, mobile devices, and A/V systems—and ensure proper setup and functionality
• Install, configure, and update business applications and operating systems; apply security patches and maintain endpoint protection.
• Maintain accurate inventory of IT assets and assist with lifecycle management.
• Document all incidents and service requests in the ITSM platform, ensuring clear communication with users throughout resolution.
• Collaborate with IT Services to develop and maintain knowledge base articles and standardized procedures.
• Support compliance with network security, data integrity, privacy and organizational technology policies
• Participate in cybersecurity training and maintain current knowledge of the agency’s incident response plan.
• Immediately report any suspected or confirmed security incidents in accordance with the Incident Response Plan and established security protocols.
• Ensure adherence to organizational security standards, data privacy policies, and applicable regulatory requirements in all IT operations and user interactions.
• Maintain current knowledge of emerging technologies.
• Participate in planning for future technology needs and system improvements.
• Perform other duties as assigned.

Physical & Travel Requirements

• Ability to lift, move, and transport IT equipment—including computers, printers, and A/V devices—between locations.
• Ability to climb stairs, occasionally use ladders, and maneuver under furniture.
• Ability to remain seated or stand for extended periods.
• Must be able to drive up to 4 hours per day; valid driver’s license and reliable transportation required.
• Perform all duties in compliance with organizational safety policies and commonly accepted workplace safety standards.

Qualifications

• Associate degree or technology certification (e.g., CompTIA A+) preferred.
• One year of help desk or technical support experience preferred; equivalent combination of education, certifications, and demonstrated technical skills will be considered.
• Proficiency with Microsoft Windows, Office 365, and endpoint management tools.
• Strong troubleshooting skills across hardware, software, and networking.
• Excellent communication and customer service skills are required.
• Experience with ITSM platforms (e.g., Freshservice, ServiceNow) preferred.
• Familiarity with EntraID, Active Directory, MDM solutions, and remote support tools a plus.