IT Support Technician (Level 1)

This is a full-time, on-site position for an IT Support Technician at the John Nagle Co. located in Boston, MA.

This position will serve as a primary resource for routine computer, printer, software, and technology issues affecting employees across our office, warehouse, and production environments. The technician will also configure and deploy new computers, maintain IT equipment, assist with technology projects, and escalate more complex issues when appropriate.

We are looking for someone who is dependable, curious, and interested in growing beyond basic technical support. When day-to-day support demand is lighter, this position will have opportunities to contribute to IT initiatives and cross-functional company projects. This position will gain exposure to areas such as systems implementation, process improvement, safety, and business operations.

Responsibilities:

• Technical Support
• Provide Level 1 technical support to employees throughout the facility.

Workstation Deployment & Maintenance

• Configure, deploy, replace, and maintain desktop computers and laptops.
• Install Windows, drivers, system updates, and required business applications.
• Join computers to the company domain and configure user profiles.
• Install and configure monitors, docking stations, printers, scanners, and other peripherals.
• Perform hardware upgrades, equipment swaps, and routine preventive maintenance.
• Maintain accurate computer, equipment, and deployment records.

Printer & Production Technology Support

• Troubleshoot office printers, production printers, label printers, and related equipment.
• Install and configure network printers and printer drivers.
• Support production workstations, kiosks, shared computers, and associated peripherals.
• Diagnose basic connectivity and equipment communication problems.
• Perform routine cleaning, maintenance, and troubleshooting of IT equipment used in demanding production environments.

Systems & Application Support

• Assist with basic Active Directory and user account troubleshooting.
• Support Google Workspace, Microsoft Office, and company-specific business applications.
• Install and configure approved applications.
• Assist users with remote access and connectivity issues.
• Perform routine workstation updates and maintenance.
• Work with the company's managed IT provider when additional support or escalation is required.

IT Inventory & Projects

• Maintain organized IT equipment, replacement parts, and consumable inventory.
• Track equipment assignments and workstation configurations.
• Assist with computer replacements, hardware refreshes, software rollouts, and other IT initiatives.
• Assist with equipment retirement, recycling, and secure disposal.
• Document recurring technical issues and useful support procedures.
• Participate in continuous improvement efforts related to the company's technology environment.
• Diagnose and resolve common computer, software, printer, connectivity, and peripheral issues.
• Troubleshoot Windows operating systems, user profiles, applications, and hardware.
• Provide hands-on support for technology used in office, warehouse, and production areas.
• Prioritize issues that disrupt production or normal business operations.
• Escalate more complex infrastructure, application, security, or systems issues to the Systems Engineer, Plant Manager, or managed IT service provider as appropriate.

Cross-Functional Projects & Professional Growth

Day-to-day technical support will remain the primary responsibility of this position. However, support demand will vary, and the technician will be expected to use available capacity productively.

When IT support and assigned IT projects allow, the technician may be assigned to cross-functional company initiatives such as:

• ERP implementation and transition projects.
• Safety and workplace improvement initiatives.
• Process improvement and operational technology projects.
• Equipment or systems implementation teams.
• Data collection, documentation, testing, and project support.
• Other business improvement initiatives where technical aptitude and problem-solving skills are valuable.

These assignments are intended to provide meaningful project experience, expand the technician's understanding of the business, and create opportunities for increased responsibility and professional growth.

Required Skills and Experience:

• Previous IT support experience or equivalent hands-on technical experience.
• Working knowledge of Windows 11 installation, configuration, and troubleshooting.
• Experience installing and troubleshooting computers, printers, and peripheral equipment.
• Basic understanding of computer networking and TCP/IP.
• Familiarity with Microsoft Office and common business applications.
• Strong troubleshooting and problem-solving skills.
• Ability to communicate effectively with users possessing varying levels of technical experience.
• Ability to organize work, manage multiple priorities, and work independently.
• Willingness to provide hands-on technical support throughout an active industrial facility.
• Interest in learning new technologies and taking on responsibilities beyond routine help-desk support.

Preferred Skills and Experience:

• Bilingual English/Spanish communication skills.
• Associate’s or bachelor’s degree in Information Technology, Computer Science, Cybersecurity, Information Systems, or a related technical field.
• 1-3 years of professional IT support experience.
• Experience with Active Directory and domain-joined Windows computers.
• Experience with Google Workspace.
• Familiarity with remote monitoring and management tools.
• Experience with network printers, industrial label printers, or technology used in manufacturing, distribution, or warehouse environments.
• CompTIA A+, Google IT Support Certificate, or equivalent technical education or certification.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Pay: $22.00 - $30.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Work Location: In person