IT Support Specialist I

IT Support Specialist I — Massachusetts

FLSA Status: Non-exempt
Location: Leominster, Massachusetts
Reports To: Helpdesk Manager

Job Purpose

Aspire Living & Learning is seeking an IT Support Specialist I to support the agency’s computer network, hardware, and software, ensuring that group homes and offices operate smoothly, reliably, and securely. This role provides remote and on-site technical support through phone, in person, and remote management. 

Key Responsibilities

• Provide technical support for computer systems, hardware, software, and standard applications; troubleshoot issues and deliver timely resolutions or workarounds.
• Assist users with setup, training, and problem-solving for common applications and devices, including one-on-one support and support for group meetings.
• Work with staff and vendors to diagnose and resolve software and data-related issues, and provide program orientation and training.
• Set up mobile devices including iPhones, iPads, and Chromebooks.
• Install, configure, relocate, troubleshoot, and support PC hardware and software.
• Install, configure, and troubleshoot computer peripherals and equipment (e.g., printers, scanners, digital cameras, and other devices).
• Support and coordinate Information Systems projects, including departmental or agency-wide installations; conduct needs assessments; perform hardware/software research and evaluation.
• Manage and coordinate regional vendor relationships.
• Prepare activity and project status reports.
• Contribute to a positive, productive workplace culture and support team morale and performance.
• Participate in required training sessions and conduct training as assigned.
• Perform additional duties assigned by supervisors or team leaders; accept reassignment as needed.

Qualifications

• Associate degree or better in computer engineering, or equivalent experience.
• Minimum 2 years of experience providing user support with a high level of customer service.
• Minimum 2 years experience with Windows, iOS, and macOS operating systems.
• Minimum 1 year experience in cloud computing, specifically Microsoft Azure.
• Minimum 2 years experience working with PC hardware and configuration/settings.
• Must have satisfactory background checks.
• Valid driver’s license and a safe driving record.

Skills and Abilities

• Working knowledge of Active Directory and Microsoft 365, including basic user account support, password resets, and routine user support tasks.
• Knowledge of ABM (Apple Business Management).
• Strong troubleshooting skills to diagnose and resolve hardware, software, and device issues.
• Basic network troubleshooting skills, including identifying and resolving common connectivity problems.
• Self-motivated with a strong work ethic and commitment to quality.

Working Conditions

• Periodic travel to group homes and other state offices.
• Frequent requirements: walking, sitting, fine hand manipulation, handling/reaching, and using a keyboard and display terminal.
• Occasional requirements: standing, stooping, kneeling, crouching/crawling, and climbing stairs.
• Ability to maintain emotional control under stress.
• Must be able to lift/move up to 35 pounds regularly and occasionally up to 50 pounds.
• Close vision required.
• Standard office environment with common office equipment (fax, copier, phone, computer, etc.).
• Reasonable accommodation can be made for qualified individuals with disabilities to perform essential functions.

Employees at Aspire enjoy working with a collaborative and dedicated team that values a culture of belonging and care. We take pride in offering a comprehensive benefits package to eligible employees, including:

• Comprehensive Health, Dental, & Vision Insurance - Choose from multiple medical plans, with vision coverage included at no extra cost.
• Flexible Spending Accounts (FSA) and Health Saving Account (HSA) options - Use pre-tax dollars for medical and dependent care expenses.
• Lifestyle Spending Accounts with JOON - Monthly funds for wellness, fitness, commuting, childcare, pet care, and more.
• 403(b) Retirement Plan with Employer Match - A 100% match on contributions up to 2% of your salary.
• Generous Paid Time Off - Paid sick, personal, and vacation days, plus holidays.
• Professional Growth Opportunities - Access to training, leadership and management courses, mentorship, and career advancement.
• Employer-Paid Life & Disability Insurance, Employee Assistance Program (EAP), Telehealth Services and more!

If you want to join us in making a difference and positively impact the lives of others while charting your own path of development, then we at the Aspire team would love to hear from you.

Aspire Living & Learning believes it must play an active role in creating a community of employees that is diverse, inclusive and equitable. Our work benefits greatly from the contributions of people of color, people from working class backgrounds, women, LGBTQ people, and individuals with disabilities. Hence, we strongly encourage applications from people with these identities or who are members of other marginalized communities.