IT Field Services Techncian in Waltham, MA at Benchmark Senior Living

Date Posted: 9/19/2022

Job Snapshot

Job Description

Want to make your mark? Join Benchmark, a new type of senior living company. At Benchmark, we impact lives through human connection. We are thought leaders creating quality experiences and inspiring personal growth for all who engage with us. We just happen to imagine, build and manage beautiful, private-pay communities geared toward older adults. Are you Called to Care about your work, other people and making a difference? Do you believe that people and teams are Better Together than going it alone? Are you always striving to Be the Benchmark by which all others are measured? Then our core values match. Connect with us –and to what truly matters!

The IT Field Services Technician will be responsible for providing on-site support at our communities to ensure infrastructure stability and maximize uptime. The ideal candidate will work well under pressure and think outside of the box, solving problems with a high degree of professionalism, customer service, and technical ability. This position will be 90% field work and 10% in-office (when needed) to support the company’s Home Office associates. While on-site, you will be ready to take on any technical challenges that may arise and actively work toward a resolution.  

 

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

 

  • Provide on-site IT support with Windows desktops, printers, and Windows servers (where applicable), utilizing a vast array of technologies. 
  • Use of SysAid ticketing system to prioritize and resolve tickets on a first-in, first-out basis.  
  • Create and/or maintain on-site runbooks, documenting community hardware and infrastructure.
  • Perform on-site projects involving Windows desktops, basic network connectivity, and Windows servers (where applicable).  
  • Work with the community’s associates to identify and resolve their IT concerns, which may include working with vendors and the field leadership team when necessary. 
  • Act as a technical conduit between the company's support teams and the associates to ensure all problems are resolved satisfactorily.  
  • Troubleshoot VOIP phone issues.
  • Be able to communicate effectively with community and Home Office associates. 
  • Rack and stack networking devices (switches, routers, firewalls, etc.).
  • Have a solid understanding of the following network protocols: DNS, DHCP, TCP/UDP, IP, SSH, and Telnet.
  • Ability to troubleshoot network connectivity issues.
  • Performs required tasks, installations, configurations and maintenance of the infrastructure environment as assigned in our Andover, MA data center.
  • Ability to work in a team environment with an understanding that working together is integral to the company's mission.  
  • Ability to work in a fast-paced environment and effectively prioritize based on the company’s needs.   

Job Requirements

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:

 Technical Knowledge, Skills, and Abilities 

  • Excellent problem-solving and troubleshooting skills. 
  • Experience with supporting Windows domain environments. 
  • Windows desktop Operating Systems (Windows 7, Windows 10, Windows 11). 
  • Windows server Operating Systems (Windows Server 2008 R2, Windows Server 2012, Windows Server 2016, Windows Server 2019). 
  • IOS and Android mobile devices. 
  • Printer administration. 
  • Imaging and migration of end users to new equipment. 
  • Enterprise AV solutions (Sophos Endpoint). 
  • Use of helpdesk ticketing system. 

Communication 

  • Proficiency in the English language. 
  • Strong written and verbal communication skills, including the ability to communicate technical information in an accessible manner to non-technical associates.

Education 

  • Minimum High School diploma is required. Bachelor’s degree highly preferred.
  • IT troubleshooting support certifications, such as CompTIA A+, are highly preferred.  

Other Qualifications 

  • You must have a reliable vehicle for this position, and your driver’s license must be in good standing. Reimbursement for mileage and travel expenses will be provided.  
  • Must be able to stand for long periods of time and lift up to 50lbs. 
  • Work an occasional late shift and/or weekend in the event of a community outage or other related emergency.