IT Support Technician II

Provide on-site IT support for the Clinton and Devens, Massachusetts locations. Participate in the on-call rotation and respond to critical issues during and outside normal business hours. Independently troubleshoot and resolve moderately complex to advanced desktop, laptop, software, operating system, network, printer, and end-user issues. Install, configure, troubleshoot, upgrade, and maintain desktops, laptops, tablets, printers, mobile devices, and other IT equipment. Support end users in person, by phone, and through remote support tools. Serve as an escalation point for technical issues that cannot be resolved through first-level support. Troubleshoot wired and wireless network connectivity, TCP/IP, DNS, DHCP, and network-connected devices. Support Microsoft Active Directory, including user accounts, computers, permissions, and group membership. Support Microsoft 365 applications including Outlook, Teams, OneDrive, Excel, Word, and PowerPoint. Create, update, and manage incidents and service requests within ServiceNow while meeting established service-level expectations. Maintain accurate IT asset and configuration information within ServiceNow and CMDB. Assist with deployment, installation, relocation, and replacement of IT and network equipment. Support conference rooms, audio/video equipment, VoIP phones, printers, scanners, and other site technology. Assist with site IT projects, infrastructure upgrades, equipment refreshes, and deployments. Work with internal IT teams and vendors to troubleshoot and resolve technical issues. Identify recurring issues and recommend improvements or permanent solutions. Create and maintain knowledge base articles and technical documentation. Provide technical guidance and assistance to less experienced support technicians when needed. Follow all company Safety, Quality, Security, and IT policies and procedures. Perform other duties as assigned. Job Summary Essential Duties and Responsibilities Provide on-site IT support for the Clinton and Devens, Massachusetts locations. Participate in the on-call rotation and respond to critical issues during and outside normal business hours. Independently troubleshoot and resolve moderately complex to advanced desktop, laptop, software, operating system, network, printer, and end-user issues. Install, configure, troubleshoot, upgrade, and maintain desktops, laptops, tablets, printers, mobile devices, and other IT equipment. Support end users in person, by phone, and through remote support tools. Serve as an escalation point for technical issues that cannot be resolved through first-level support. Troubleshoot wired and wireless network connectivity, TCP/IP, DNS, DHCP, and network-connected devices. Support Microsoft Active Directory, including user accounts, computers, permissions, and group membership. Support Microsoft 365 applications including Outlook, Teams, OneDrive, Excel, Word, and PowerPoint. Create, update, and manage incidents and service requests within ServiceNow while meeting established service-level expectations. Maintain accurate IT asset and configuration information within ServiceNow and CMDB. Assist with deployment, installation, relocation, and replacement of IT and network equipment. Support conference rooms, audio/video equipment, VoIP phones, printers, scanners, and other site technology. Assist with site IT projects, infrastructure upgrades, equipment refreshes, and deployments. Work with internal IT teams and vendors to troubleshoot and resolve technical issues. Identify recurring issues and recommend improvements or permanent solutions. Create and maintain knowledge base articles and technical documentation. Provide technical guidance and assistance to less experienced support technicians when needed. Follow all company Safety, Quality, Security, and IT policies and procedures. Perform other duties as assigned. The hourly pay range for this role is $26.30 - $47.36. Job-related, non-discriminatory factors used to determine the actual offered rate include qualifications and experience, geographic location, education, external market data, and consideration of internal equity. As part of the total rewards package, Jabil offers benefits to enhance your health, wealth, and resilient self. These include medical, dental, and vision insurance plans; paid time off; paid parental leave; company-paid holidays subject to change yearly; 401(k) retirement plan; and employee stock purchase plan. #J-18808-Ljbffr Jabil