Desktop Support Technician

Partners in Child Development offers the opportunity to join a diverse and passionate team dedicated to nurturing the growth and maximizing the potential of every child. We offer children of all abilities a solid foundation to be life-long learners and we offer staff members the chance to do meaningful, mission-based work every day. 

We are dedicated to nurturing the growth and development of every child to maximize their potential. We are passionate and committed to helping children and their families with programs focused on a child’s development and well-being. Our programs include an Early Intervention Program for children ages 0-3, our Anderson School, a special education school for children ages 3-16 who have complex medical needs and Woodbridge School, our early childhood education program. For over 50 years, we have been changing the trajectory of children’s lives.

Reporting to the Information Technology Manager, the Desktop Support Technician will provide IT system maintenance, troubleshooting, help desk, and training support for computer hardware, software, and WLAN/LAN networks for PCD staff in our Andover, Lawrence, and Chelmsford, Massachusetts offices. The Desktop Support Technician will provide high quality IT support to PCD staff and maintain a physical presence in all PCD offices.

Principal Responsibilities:

• Maintain, configure, troubleshoot laptop and desktop computers, tablets and mobile devices, computer peripherals and other hardware devices.
• Install/uninstall, configure, and troubleshoot software such as antivirus, MS Office, and operating systems.
• Provide hands-on network support by troubleshooting and maintaining the WLAN/LAN networks and assisting with servers, switches, firewall and remote access software.
• Respond promptly to staff IT service requests, prioritizing concerns and quickly resolving service requests in a professional manner. 
• Provide IT training support (in-person, on-line, video and/or remote) to staff individually or in groups. Develop and/or enhance existing IT staff training as needed.
• Participate in New Hire Orientation to provide set up and instruction for laptops, mobile phones, job specific software, hardware, and other devices.
• Identify internal trends and resolve ongoing IT issues through individual or group training or acquisitions of additional hardware/software in collaboration with the IT Manager.
• Stay informed regarding industry trends and technologies. Make recommendations for improvements to IT infrastructure.
• Perform other duties as assigned by the IT Manager.

 Position Requirements:

• Associate degree in Information Technology or Computer Science preferred. Work experience may be substituted for education.
• 2+ years’ experience in a Windows/Mac environment, as well as support for desktop, mobile and cloud applications such as Microsoft 365 and Azure. 
• Familiarity with ticketing systems such as SolarWinds Service Desk, Jira, etc. is a plus.
• Maintenance and troubleshooting experience with hardware, software, and network servers, switches, firewalls, and remote access software. 
• Able to multitask, prioritize, work independently, and demonstrate flexibility regarding new software applications and technologies.
• Attention to detail and follow-through are essential.
• Excellent oral and written communication skills to communicate internally with all agency levels and externally to IT vendors and others in a professional manner.
• Exhibit a collaborative, approachable work style with a strong customer service focus.
• Able to maintain confidentiality and adhere to ethical standards.
• Must be able to lift and carry up to 50 pounds, bend, and ability to sit for long periods of time. 

Partners in Child Development is proud to offer a supportive team environment with ongoing support and mentoring, as well as a great benefits package including: 

• Family Friendly, Flexible Schedules 
• Up to 4 weeks of vacation with 1 week of sick time and 13 paid holidays 
• Medical: Numerous medical plan choices. Generous company contribution 
• Dental: Company paid premiums for employee coverage 
• Vision: Annual exam, allowance toward contacts & glasses 
• Productivity Incentive Program 
• Mileage Reimbursement & Company-provided cell phones 
• Registered Dietitian Services 
• Life & Disability Insurances: Company paid 
• Comprehensive Employee Assistance Program including: Child & Elder Care & Work-Life solution location services, Legal guidance for major life events, Identity Theft support services, Retirement & Financial planning  
• Pet Insurance 
• 403(b) Retirement Plan 
• Flexible Spending Accounts  
• Ongoing Employee Recognition Programs 
• Generous Employee Referral bonuses 
• Supervision, mentoring, professional development & training opportunities 
• Student Loans: As an employee, you may be eligible for student loan forgiveness