IT Support Services Technician

2 weeks ago

Boston, United States Massachusetts Convention Center Authority Full time

SUMMARY: As part of our IT Technical Support team, the IT Support Services Technician will provide computer support and assist with cyber security service to our 400+ employees and vendor partners while also participating as part of an event coverage team that provides telecom and quality technical expertise with troubleshooting skills necessary to keep our events and internal meetings running smoothly.

Essential Duties & Responsibilities: The Authority's IT Support Services Manager may designate various other activities. The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time for any reason, including reasonable.

Employee and Vendor Partner Support

  • Deploy new and rebuild desktop and laptop computers within Microsoft Intune, Acronis Snap & Deploy and associated accessories using documented processes and procedures including disk imaging technologies to install latest versions of computer operating systems and application software. May include custom configurations when applicable.
  • Manage daily IT Support technical service requests using the ServiceNow ticketing system. Requires ability to analyze and assess reported problems and determine which person or workgroup is best suited to handle a particular service assignment.
  • Answer phone calls to our IT Support Services (ITSS) hotline and assess whether reported problems can be handled over the phone, needs escalation for additional service, or should be assigned to another person or workgroup department. ITSS Technician will then initiate the appropriate action to facilitate a successful resolution of the problem.
  • Provide face to face technical support to MCCA computer users in their work locations and general work areas based on assigned Support tickets and phone escalations. ITSS Technician will use demonstrated troubleshooting skills to repair problems related to computer hardware, application software support, network, internet connectivity, printing, copying, faxing, scanning, and other problems with MCCA-issued computer devices as required.
  • Configure, deploy, and maintain all MCCA-issued mobile devices using demonstrated experience and documented processes and procedures through Microsoft Intune MDM Solution. Devices include iPhones, iPads, laptops and tablets.
  • Assist new employees with on-boarding and orientation services including brief tutorials on MCCA-issued hardware, VPN, MFA configurations, software, email, and printing.
  • Assist in managing inventory control of all MCCA-issued IT assets (hardware, software, computer supplies) within ServiceNow and all Microsoft applications. Participation in periodic review of asset assignments and ownership audits will be expected annually.
  • Participation in manager-directed special assignments such as office equipment/computer moves, support visits to other MCCA facilities, and department-wide computer upgrades will be expected upon request. Facilities include Boston Convention & Exhibition Center, Hynes Convention Center, Boston Common Garage, and Mass Mutual Center.
  • Use demonstrated abilities to resolve all assigned tasks and escalate to senior ITSS staff members any problem issues where additional assistance is needed.
  • Monitor and respond to alerts from Darktrace, Microsoft Defender, and Office 365 email. Investigate potential threats, coordinate with the IT Security team, and work closely with the Cybersecurity team and IT Security Manager to address and resolve issues.
Event and Internal Meeting Support
  • Provide technical support services to Event Client Managers, Coordinators, Convention Floor Exhibitors, and Internal Meeting Organizers at the direction of MCCA Exhibitor Services staff and/or the MCCA Event Manager assigned to the event or internal meeting you are working on for all telecom deployment setups.
  • Monitor 2-way radio communication as the primary communication device between MCCA event coverage staff. Radio contact with Electricians, Network Engineers, Tech Reps, Service Desk, etc. is always mandatory during the assigned event or internal meeting posted hours.
  • Use available database tools to research and create a comprehensive package of event reference notes to be used in quickly identifying events and internal meeting coverage situations for all telecom orders. Examples include but are not limited to identifying internal meeting locations and equipment needs, convention hall /event floor plan layouts, and exhibitor technology requirements.
  • Participate in supporting telephone services for Event clients in Exhibit halls and meeting rooms as identified through event notes and/or requests from MCCA Event Managers.
  • Assist Event Clients and Exhibitors with limited private device configuration when requested by Exhibitor Services and/or MCCA Event Managers to get user devices working correctly with our supplied network / Internet services.
  • Assist any MCCA event support staff member when requested by radio call.
  • Interact with event clients, exhibitors, and attendees in a courteous and professional manner for all telecom setups, demonstrating a willingness to assist with whatever is needed to provide the users with a positive client experience.
  • Provide IT Support coverage for internal and virtual meetings with Microsoft Conference Rooms Teams devices.
SUPERVISION RECEIVED: Supervision is provided by the IT Support Services Manager and IT Support Services staff and includes training, coaching, and performance evaluations.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

REQUIREMENTS: A well-organized individual who is a team player and can relate to people at all levels of an organization, possesses excellent communication skills, flexibility and is committed to the MCCA's Mission.

EDUCATION/EXPERIENCE: BS/BA in Computer Sciences or the equivalent in Technical Computer Training and 2/3 years working with TCP/IP, PC desktop hardware and Microsoft Windows operating systems is required.

Preference will be given to candidates with the following:
  • At least two (2) years of experience in an IT technical support environment.
  • Microsoft Active Directory, Intune, SharePoint, Microsoft-Defender, Microsoft Configuration Manager, Windows 10 ,11, and Microsoft Office365 cloud applications. Experience with Office 365 and any additional cloud-based applications is a plus.
  • Demonstrate an understanding of IT Support security tools. Participation and experience in security-related initiatives is a plus.
  • Experience in cyber security hunting such as investigating Microsoft defender alerts, Malware, and Virus removal remediations from endpoints.
  • Experience with TeamViewer Remote access with Asset Management and Patching monitoring experience.
  • At least (1) one year of experience with ServiceNow ticketing system: creating, assigning, and delegating to various departments within IT resolving of tickets as they are assigned to ITSS.
  • Experience with Vonage VOIP Phone system, configuration with Yealink phones through Vonage Admin portal and deployments.
  • Must have a Massachusetts Valid license, some travel is required to Hynes Convention Center, Boston Common Garage, and occasionally Mass Mutual Center in Springfield, MA.


PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK SCHEDULE: The work schedule for this position typically fluctuates based upon the needs of a particular event or project, which would require the ability to work a flexible schedule including late nights, early mornings, long days, weekends and holidays. Travel to other MCCA facilities is required. On Call Monday - Sunday on rotational basis for OPS-Genie alerts is a MUST for IT Support and IT Security related after hour calls.

  • Telecommunications Service Technician

    3 weeks ago

    Boston, Massachusetts, United States MTS SERVICES INC Full time

    Job Title: Telecommunications Service TechnicianWe are seeking a highly skilled and experienced Telecommunications Service Technician to join our team at MTS Services Inc. As a Telecommunications Service Technician, you will be responsible for installing, terminating, and testing various types of data cables, as well as providing exceptional customer service...

  • Service Technician

    5 days ago

    Boston, Massachusetts, United States OWL Services Full time

    Job Title: Service TechnicianWe are seeking a skilled and hardworking Service Technician to join our Northeastern team. The successful candidate will be responsible for diagnosing and repairing electronic and mechanical issues for Petroleum and EV Equipment, software and hardware installations, and performing emergency and scheduled repairs and...

  • Service Technician

    3 weeks ago

    Boston, Massachusetts, United States OWL Services Full time

    Job Title: Service TechnicianWe are seeking a skilled and hardworking Service Technician to join our Northeastern team at OWL Services.Job SummaryThe Service Technician's role entails diagnosing and repairing electronic and mechanical issues for Petroleum and EV Equipment, software and hardware installations, and performing emergency and scheduled repairs...

  • Dialysis Technician

    4 weeks ago

    Boston, Massachusetts, United States HealthCare Support Full time

    Travel Dialysis Technician OpportunityHealthCare Support is seeking a skilled Dialysis Technician to fill a 13-week assignment in Roxbury, MA. This is a unique opportunity to work with a reputable healthcare organization and gain valuable experience in dialysis care.Benefits of Working with HealthCare SupportImmediate enrollment in health insuranceDental...

  • Dialysis Technician

    4 days ago

    Boston, Massachusetts, United States HealthCare Support Full time

    Travel Dialysis Technician OpportunityHealthCare Support is actively seeking a skilled Travel Dialysis Technician to fill an opening in a 13-week assignment. This position offers a unique opportunity to work with a reputable healthcare organization and gain valuable experience in dialysis care.Benefits of Working with HealthCare SupportImmediate enrollment...

  • IT Support Engineer

    4 months ago

    Boston, United States Boston IT Services Inc Full time

    Responsibilities:Provide professional and friendly support and problem solving in person, by phone and remotely. Recognize opportunities for technology improvements, make suggestions, and lead projects. Requirements: College graduate Excellent interpersonal skills Ability to develop good rapport, enjoy working with people Excellent written and verbal skills...

  • IT Support Engineer

    4 months ago

    Boston, United States Boston IT Services Inc Full time

    Responsibilities:Provide professional and friendly support and problem solving in person, by phone and remotely. Recognize opportunities for technology improvements, make suggestions, and lead projects. Requirements: College graduate Excellent interpersonal skills Ability to develop good rapport, enjoy working with people Excellent written and verbal skills...

  • IT Support Engineer

    2 weeks ago

    Boston, United States Boston IT Services Inc Full time

    Responsibilities:Provide professional and friendly support and problem solving in person, by phone and remotely. Recognize opportunities for technology improvements, make suggestions, and lead projects. Requirements: College graduate Excellent interpersonal skills Ability to develop good rapport, enjoy working with people Excellent written and verbal skills...

  • IT Support Engineer

    4 weeks ago

    boston, United States Boston IT Services Inc Full time

    Responsibilities:Provide professional and friendly support and problem solving in person, by phone and remotely. Recognize opportunities for technology improvements, make suggestions, and lead projects. Requirements: College graduate Excellent interpersonal skills Ability to develop good rapport, enjoy working with people Excellent written and verbal skills...

  • Desktop Support Technician

    1 month ago

    Boston, United States A3 Solutions, Inc. Full time $25 - $27

    Desktop Support TechnicianBoston, MA.3 month - contract to permanent.Must be 100% onsite.Experience working with Microsoft Intune.Experience working with SCCM.8-5 Monday-Friday, no on call.Support of Windows OS/Microsoft Office Suite in an enterprise environment with direct interactions with the end user.Maintains, analyzes, troubleshoots, and repairs...

  • Telecommunications Service Technician

    2 days ago

    Boston, Massachusetts, United States MTS SERVICES INC Full time

    Job SummaryWe are seeking a highly skilled Telecommunications Service Technician to join our team at MTS Services Inc. As a key member of our team, you will be responsible for installing, terminating, and testing various types of data cables, as well as providing exceptional customer service.Key ResponsibilitiesInstall and terminate data cables, including...

  • IT Support Specialist

    4 days ago

    Boston, Massachusetts, United States Merge IT LLC Full time

    Job Title: IT Support SpecialistWe are seeking an experienced IT Support Specialist to join our team at Merge IT LLC. The successful candidate will provide technical support and assistance to our clients, ensuring the smooth operation of their computer systems and networks.Key Responsibilities:Provide technical support and assistance to clients via phone,...

  • Desktop Support Technician

    3 days ago

    boston, United States firstPRO, Inc Full time

    firstPRO is now accepting resumes for a Desktop Support Technician in Boston, MA. This is a contract to hire role and onsite.The primary goal of the Desktop Support Technician is to provide technical support to users of PCs and related end-user technologies through the company’s ticketing system as well as in-person support. The candidate facilitates the...

  • Desktop Support Technician

    1 week ago

    Boston, United States firstPRO, Inc Full time

    firstPRO is now accepting resumes for a Desktop Support Technician in Boston, MA. This is a contract to hire role and onsite.The primary goal of the Desktop Support Technician is to provide technical support to users of PCs and related end-user technologies through the company’s ticketing system as well as in-person support. The candidate facilitates the...

  • Desktop Support Technician

    1 week ago

    Boston, United States firstPRO, Inc Full time

    firstPRO is now accepting resumes for a Desktop Support Technician in Boston, MA. This is a contract to hire role and onsite.The primary goal of the Desktop Support Technician is to provide technical support to users of PCs and related end-user technologies through the company’s ticketing system as well as in-person support. The candidate facilitates the...

  • AV Support Technician

    3 weeks ago

    Boston, United States Apex Systems Full time

    Job#: 2043949 Job Description: Apex Systems, the Nation's 2nd largest Technical Staffing and Services Firm, has an opening for a Audio / Visual Technician in Boston, MA, Contract Position! *If you are interested in this role, please email your resume and to Audio / Visual Technician Location: Boston, Massachusetts / OnsiteLength: 6+ months contract Schedule:...

  • Service Technician

    3 weeks ago

    Boston, Massachusetts, United States HUB Parking Technology Full time

    Job OpportunityWe are seeking a skilled Service Technician to join our team at HUB Parking Technology. As a Service Technician, you will be responsible for providing on-site service and maintenance for our parking and access control hardware and software. Your expertise will be essential in ensuring the smooth operation of our systems and providing...

  • Cardiac Services Technician

    2 days ago

    Boston, Massachusetts, United States Sentara Full time

    Cardiac Services Technician**Job Summary:**We are seeking a skilled Cardiac Services Technician to join our team. As a Cardiac Services Technician, you will be responsible for observing, recognizing, interpreting, evaluating, and documenting EKG tracings on telemetry-monitored patients in order to detect deviations from patient's norm. You will also promptly...

  • Help Desk Support Technician

    2 weeks ago

    Boston, United States New Millenium Consulting Full time

    Urgently looking for Help Desk Support Technician for our client based in Boston, MA.Title: Help Desk Support TechnicianDuration: 6-12 monthsLocation: Boston, MAHourly: $30 - $32 per hour (W2)Must Have:Should have at least 5 years of experience with the following:Break-fix support for Laptop, desktop, tablets and associated hardware peripheralsHands-on...

  • Help Desk Support Technician

    3 weeks ago

    Boston, United States New Millennium Consulting Full time

    Urgently looking for Help Desk Support Technician for our client based in Boston, MA. Title: Help Desk Support TechnicianDuration: 6-12 monthsLocation: Boston, MAHourly: $30 - $32 per hour (W2) Must Have:Should have at least 5 years of experience with the following: Break-fix support for Laptop, desktop, tablets and associated hardware peripheralsHands-on...