Support Jobs in Newton, MA

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26d ago

Experienced Technical Support Analyst

ArcLight Information Technology Newton, MA

Newton, MA

26d ago

$75k - $90k/yr Full time Active Directory Application Support Azure

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Job Description

This position is for an Experienced Technical Support Analyst at ArcLight Information Technology in Newton, Massachusetts. The role emphasizes advanced Windows, Microsoft 365, cloud, and server support with a strong focus on customer service. The work is onsite in the Newton office and includes training opportunities and room for career growth.

Responsibilities

Deliver exemplary support to clients in the Greater Boston area, prioritizing effective communication and timely resolutions.
Handle complex tasks involving servers, cloud environments, networking configurations, and email administration, while supporting client projects.
Engage in a structured training curriculum with dedicated time for targeted learning on foundational and new technologies.

Requirements

Act as the escalation point for Tier 1 helpdesk technicians, typically at Tier 2 or Tier 3 depending on experience.
Provide excellent customer service skills, both over the phone and in person.
Extensive experience administering Microsoft cloud products including Microsoft Entra, Exchange Online, SharePoint, InTune, AutoPilot, and Azure Cloud Services.
Maintain a positive attitude toward technical challenges and client interactions.
Strong desire to learn new skills and pursue a defined career path.
Proficiency with all Windows desktop operating systems.
Experience with Windows and Outlook user profile management.
Experience administering Microsoft 365 products such as Word and Excel.
Understanding of workstation hardware with the ability to swap internal components such as memory, hard drives, and video cards.
Business application support experience, including Adobe Acrobat and QuickBooks.
Printer setup, installation, and management capabilities.
Proficiency in virus and malware removal.
Experience with basic networking concepts and equipment, including routers, switches, and wireless access points.
Familiarity with other cloud services such as Google Workspace and OneDrive/Dropbox style file syncing.
Experience troubleshooting mobile devices, including Android and iOS.
Excellent attention to detail and strong documentation skills.

Additional Preferred Skills

Relevant industry certifications (Microsoft, A+, Net+, Sec+, CCNA, etc.).
Proficiency with Windows Server operating systems.
Ability to troubleshoot complex server and workstation performance issues.
Understanding of server and networking hardware and connectivity.
Experience with legacy server technologies such as Active Directory, Exchange, RDS, and file and print services.
Experience with local and off-site backup methods and technologies.
Network and infrastructure documentation and drawings.
Experience with MacOS, iOS, and other Apple products.

Other Requirements

Participation in occasional paid evening and weekend on-call assignments.
Reliable vehicle with mileage reimbursement available.
Ability to climb a ladder to install or troubleshoot WiFi access points in drop ceilings (rare when collaborating with the field team).
Ability to lift up to 50 pounds.

Technologies

Microsoft Entra
Exchange Online
SharePoint
InTune
AutoPilot
Azure Cloud Services
Microsoft 365
Word
Excel
Google Workspace
OneDrive
Dropbox-style file sync and sharing systems
MacOS
iOS
Android
Active Directory
RDS
Windows Server
Windows desktop operating systems
Adobe Acrobat
QuickBooks

Benefits

Birthdays off
401k with match
Healthcare including dental, vision, and short-term disability
Friendly office environment with a focus on avoiding IT burnout and enforcing lunch breaks
Structured training on current and new technologies
Commission opportunities for new client referrals
Flexible scheduling with occasional remote work when needed
Longer term 401(k) matching
Dental insurance
Health insurance
Paid time off
Parental leave
Professional development assistance
Referral program
Vision insurance

Experience

Minimum five years of help desk experience is required.

Ability to Commute

Location is Newton, MA 02458 and on-site work is required.

Work Location

In person

Job Type

Full-time

Pay

USD 75,000 to 90,000 per year

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