• IT Technician

    Making Opportunity Count Inc (Fitchburg, MA)


    Title Code: 30FIT005

     

    Role Title: IT Technician

     

    FLSA Status: Non-Exempt

     

    Union Status: None

     

    Job Level: 30

     

    Department: Facilities and IT

     

    Pay Range: $24.52 to $33.17 per hour

     

    Reports To: Chief Financial Officer for internal supervision, operational work will be supervised by MSP (managed service provider)

     

    Supervisory Responsibilities: None

     

    Revision Date: 01.06.26

     

    About Making Opportunity Count

     

    MOC’s mission is to empower families to achieve economic security by eliminating barriers and creating opportunities. To alleviate poverty, we deliver a variety of services including childcare, education, workforce development, nutrition, health, and community and housing support.

    Position Overview:

    The IT Technician will respond to user requests assigned through the IT Helpdesk. The position will also resolve system and network issues and work on enterprise projects as assigned.

    Essential Duties and Responsibilities:

    + Follow SOPs and instructions to resolve issues such as password resets, software installations, printer connections, and system setups.

    + Meet defined helpdesk response and resolution SLAs

    + Document issues and resolutions in a clear and concise manner.

    + Maintain accurate, timely documentation of all tickets and work performed

    + Provide technical support to users via phone, email, or in-person.

    + Travel to agency locations as needed to diagnose and resolve network and hardware issues.

    + Provide support for Office 365 and other applications.

    + Collaborate with other IT/Fiscal/Facilities/HR team members and MSP (managed service provider) to ensure seamless support.

    + Minimize repeat issues through root cause identification and escalation

    + Support continuity of operations across all agency locations

    + Adhere to security, access control, and data protection standards

    + Follow IT security policies, including access controls, password standards, and device management

    + Support compliance with HIPAA, FERPA, and other applicable data privacy requirements

    + Assist with onboarding and offboarding by provisioning and deprovisioning user access

    + Assist with maintenance of tech supply closet

    + Report suspected security incidents or breaches immediately per SOP

    Required Qualifications and Skills:

    + Experience supporting Windows-based laptops, desktops, printers, and other devices

    + Basic understanding of networking concepts such as LAN, WAN, and Wi-Fi preferred

    + Associate degree in Information Technology or a related field preferred.

    + Knowledge of common help desk procedures.

    + Knowledge of Office 365 and Exchange.

    + Excellent problem-solving and communication skills.

    + Ability to prioritize tasks and manage competing demands.

    + Must pass background checks.

    + Willingness to obtain relevant IT certifications within a defined timeframe

    Physical Requirements:

    + Prolonged periods of sitting at a desk and working on a computer.

    + Must be able to lift/move computer equipment including desktops/laptops and monitors. Must be able to lift 30 pounds, bend, and stoop

    + Must have reliable transportation, driver’s license, and ability to travel to sites (generally not more than 100 miles) on a regular and sometimes last minute basis.

    Other duties:

    Please note 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.

    Compensation:

    A salary within the range of $24.52 to $33.17 per hour will be provided to the successful candidate having met the minimum requirements for the position consistent with the MOC compensation philosophy. The candidate’s exact placement will be determined based on factors consistent with MOC’s compensation framework. MOC offers a competitive benefits package including:

    + Health, Dental, and Vision Insurance

    + Company Paid Life Insurance and Long-Term Disability

    + Flexible Spending Accounts

    + 15 Paid Vacation Days

    + 12 Paid Sick Days

    + 13 Paid Holidays

    + Student Loan Forgiveness Assistance

    + Tuition Remission

    + Pet Insurance

    + Employee Discounts

    + Professional Development Opportunities

    + On-Demand early pay access

    + Immediate 403b Employer Contribution, 100% Vesting on Day One!

    EEO Statement:

    Making Opportunity Count is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, or any other characteristic protected by law.