Sr. IT Support Specialist
SMTC Manufacturing

Job Order #: 18299337

North Billerica, MA 01862

Full Time

40 hours per week

POSTED 1/12/2023

EXPIRES 4/12/2023

Job Description

Overall Responsibilities:
The Senior information technology (IT) support specialist performs but not limited to all aspects of PC hardware, PC Operating Systems, printers, fax machines, desktop applications, Email/Outlook, Conference & Training room computer systems. Setup of office workspace, and desk locations. This position requires a very positive attitude and excellent customer service skills.

    Provide assistance to end users in a timely fashion through first line coverage of phones, help desk tickets, voice mail messages, and e-mail support requests.
    Handle issues dealing with PC, applications, printers, faxes and network related issues.
    Identify and escalate complex issues in a timely manner to the appropriate second or third level support groups.
    Resolve issues or notify and follow up with next level support for resolution.
    Analyze repeat problems for final resolution and future mitigation.
    Document resolutions to common issues, and task that end users may run into, and provide education to them.
    Excellent understanding of Microsoft Windows Operating system & Microsoft Office Products.
    Understand basic Microsoft Active Directory functions (Account; Add, Change, Delete, role/permission groups, Distribution groups).
    Create and administer user access accounts for network access.
    Provide a consistent, stable platform for all workstations by utilizing an imaging utility to deploy a standard desktop.
    Installation and replacement of hardware and software packages for users in all locations.
    Installation of security patches for all end user laptops, and workstations
    Assist with the relocation and reallocation of hardware and software, i.e., coordination of company moves.
    Maintain a complete list of issues for incident management and tracking.
    Maintain a complete inventory of hardware in all locations for asset management.
    Maintain a complete list of inventory that has been disposed of
    Provide proactive information through research of the business to assist and improve processes.
    Coordinates resource allocation by supporting use of video conferencing, projectors, and remote PC connections for meetings, etc.
    Performs other duties as assigned

    Must be a team player.
    Strong analytical and troubleshooting skills.
    Strong knowledge of PC Architecture.
    Must have a strong desire to provide excellent customer service.
    Must have excellent organizational skills, and the ability to track and manage multiple tasks at the same time and follow them through to completion.
    Must be willing to share knowledge and document resolutions to common issues, and task that end users may run into.
    Must maintain a professional and positive attitude when assisting the business.
    Must be proactive in identifying and documenting enhancements that can be made to systems to improve our customers overall experience and make then more efficient.
    Experience with networking concepts and administration.
    Excellent verbal and written communication skills including ability to present complex technical information to a non-technical audience.
    Strong problem solving skills and inherent decision making ability.

    High School Diploma/G.E.D
    Bachelor?s Degree related to Information Systems or Business Administration preferred

    Must have minimum of ten (10) years of experience in similar occupation.
    Knowledge utilizing the use of computer and telephone.

Physical Requirements:
    Bending, standing, reaching, walking, and sitting for a majority of the workday
    Ability to work other than normal business hours and/or extended hours to resolve system problems
    Ability to lift at least 50 pounds

How To Apply

If interested please email


101 Billerica Ave
North Billerica, MA 01862

Get Directions



Not Specified

Per Diem Position

Not Specified

Union Position





Not Specified


Not Specified

Benefit Details


Timothy Hovey


Business Service Rep


Not Specified


Not Specified


107 Merrimack St
Lowell, MA 01852