IT Support Specialist

IT Support Specialist

ControlPoint Technologies is a fast-growing and innovative engineering firm providing engineering expertise and consulting solutions to the electric power and energy industry. Our business is guided by a culture of customer dedication and engineering excellence. We maintain a team-based work environment which translates to higher quality deliverables to our customers.

About the IT Support Specialist position

The IT Support Specialist will be responsible for supporting daily operations of the business as the primary interface to ControlPoint personnel and coordinating with an outside IT Managed Service Provider (MSP).  This position will report to either the Mansfield, MA  or Rockland, MA office on a full-time basis.

The IT Support Specialist will respond to user inquiries, assess the issues, and troubleshoot the best path forward to resolve issues and requests. This high-visibility and high end-user support position leverages technical and communication skills to provide effective support for employees and IT Team needs and supports optimization for local and remote users and cloud-based systems.  

Position responsibilities are:

User IT Support

• Ensure all calls and tickets are effectively managed and owned through resolution and closure.
• Monitor emails, ticket queues and channels as needed to ensure incidents are escalated in a timely fashion and appropriate parties are involved and kept up to date.
• Ensure resolution steps for closed tickets are documented.
• Provide immediate assistance during major incidents.
• Create and support user accounts.
• Administer Software licenses.  Ensure adequate licenses are available and are appropriately deployed for personnel use.
• Manage Company cloud-based calling/phone system.

Hardware Support

• Support new user and replacement laptop configuration setup and laptop imaging.
• Support and troubleshoot system issues related to end-user IT equipment.
• Support peripherals and perform office setups.
• Manage and monitor hardware inventory.

Other Duties

• Provide support on audio and visual equipment.
• Contribute information and articles to be used in the Service Desk knowledgebase.
• Provide continuous improvement in the process and quality of operations.
• Monitor and manage office supplies, inventory, and equipment, ensuring proper maintenance and availability.
• Support the needs of all office staff.
• Maintain a safe and secure working environment, adhering to health and safety regulations.
• General office management tasks as assigned. 
• Some travel between ControlPoint offices will be needed.

Requirements are:

Education:

• Preferred: Associate’s Degree or Bachelor’s Degree in Computer Science, Engineering Technology, Information Systems, or a related field
• Minimum: High School Diploma/GED with 5+ years of experience in an IT support function

Certification(s) and Experience:

• Microsoft M365 certification(s) a plus
• Microsoft Azure certification(s) a plus
• CompTIA certification(s) a plus
• Experience with Microsoft products with base levels of competency in Windows Operating systems and Office 365 products
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues

Skills:

• Ability to work well with people and strong communication skills
• Strong attention to detail and time management, with demonstrated history of these skills in scheduling and ticket documentation

Qualifications:

• Ability to travel between offices as needed.
• Driver's License in good standing.
• Ability to pass background check requirements.

Comprehensive benefit package includes:

• Competitive salary
• Medical, Dental, and Vision Insurance
• 401(k) and Roth 401(k) Retirement Plans with Company Match
• Company paid short-term and long-term disability insurance
• Company paid life insurance policy
• Company paid training, seminars, and events
• Tuition reimbursement
• Professional Licensure reimbursement
• Paid time off for holidays, vacation, and sick
• Company events and outings

Sponsorship not available at this time.

ControlPoint Technologies is a drug-free workplace.