Network Administrator

IT Support Services Technician

As part of our IT Technical Support team, the IT Support Services Technician will provide computer support and assist with cyber security service to our 400+ employees and vendor partners while also participating as part of an event coverage team that provides telecom and quality technical expertise with troubleshooting skills necessary to keep our events and internal meetings running smoothly.

The Authority's IT Support Services Manager may designate various other activities. The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time for any reason, including reasonable.

Employee and Vendor Partner Support

• Deploy new and rebuilt desktop and laptop computers within Microsoft Intune, Acronis Snap & Deploy and associated accessories using documented processes and procedures including disk imaging technologies to install latest versions of computer operating systems and application software. May include custom configurations when applicable.
• Manage daily IT Support technical service requests using the ServiceNow ticketing system. Requires ability to analyze and assess reported problems and determine which person or workgroup is best suited to handle a particular service assignment.
• Answer phone calls to our IT Support Services (ITSS) hotline and assess whether reported problem can be handled over the phone, needs escalation for additional service or should be assigned to another person or workgroup department. ITSS Technician will then initiate the appropriate action to facilitate a successful resolution of the problem.
• Provide face to face technical support to MCCA computer users in their work locations and general work areas based on assigned Support tickets and phone escalations. ITSS Technician will use demonstrated troubleshooting skills to repair problems related to computer hardware, application software support, network, internet connectivity, printing, copying, faxing, scanning and other problems with MCCA-issued computer devices as required.
• Configure, deploy and maintain all MCCA-issued mobile devices using demonstrated experience and documented processes and procedures through Microsoft Intune MDM Solution. Devices include iPhones, iPads, laptops and tablets.
• Assist new employees with on-boarding and orientation services including brief tutorials on MCCA-issued hardware, VPN, MFA configurations, software, email and printing.
• The ITSS Technician will assist in managing inventory control of all MCCA-issued IT assets (hardware, software, computer supplies) within ServiceNow and all Microsoft applications. Participation in periodic review of asset assignments and ownership audits will be expected on a yearly basis.
• Participation in manager–directed special assignments such as office equipment/computer moves, support visits to other MCCA facilities and department-wide computer upgrades will be expected upon request. Hynes Convention Center, Boston Common Garage and Mass Mutual Center.
• ITSS Technician will use demonstrated abilities to resolve all assigned tasks and escalate to senior ITSS staff members any problem issues where additional assistance is needed.
• The ITSS technician will monitor and respond to Darktrace, Microsoft Defender and Office 365 email alerts and investigate threats and respond to the IT Security team and work closely with the Cyber security team and IT Security Manager.

Event and Internal Meeting Support

• Provide technical support services to Event Client Managers, Coordinators, Convention Floor Exhibitors and Internal Meeting Organizers at the direction of MCCA Exhibitor Services staff and/or the MCCA Event Manager assigned to the event or internal meeting you are working on for all telecom deployment setups.
• Monitor 2-way radio communication as the primary communication device between MCCA event coverage staff. Radio contact with Electricians, Network Engineers, Tech Reps, Service Desk, etc. is always mandatory during the assigned event or internal meeting posted hours.
• Use available database tools to research and create a comprehensive package of event reference notes to be used in quickly identifying events and internal meeting coverage situations for all telecom orders. Examples include but are not limited to identifying internal meeting locations and equipment needs, convention hall /event floor plan layouts and exhibitor technology requirements.
• Participate in supporting telephone services for Event clients in Exhibit halls and meeting rooms as identified through event notes and/or requests from MCCA Event Managers.
• Assist Event Clients and Exhibitors with limited private device configuration when requested by Exhibitor Services and/or MCCA Event Managers to get user devices working correctly with our supplied network / Internet services.
• Assist any MCCA event support staff member when requested by radio call.
• Interact with event clients, exhibitors and attendees in a courteous and professional manner for all telecom setups, demonstrating a willingness to assist with whatever is needed to provide the users with a positive client experience.
• Provide IT Support coverage for internal and virtual meetings with Microsoft Conference Rooms Teams devices.

Supervision is provided by the IT Support Services Manager and IT Support Services staff and includes training, coaching, and performance evaluations.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

A well-organized individual who is a team player and can relate to people at all levels of an organization, possesses excellent communication skills, flexibility and is committed to the MCCA's Mission.

BS/BA in Computer Sciences or the equivalent in Technical Computer Training and 2/3 years working with TCP/IP, PC desktop hardware and Microsoft Windows operating systems is required.

• Must have at least two (2) years of experience in an IT technical support environment.
• Candidate must be proficient in Microsoft Active Directory, Microsoft Exchange Online, Azure, Intune, SharePoint, Microsoft-Defender, Microsoft Configuration Manager, Windows 11, and Microsoft Office365 cloud applications. Experience with Office 365 and any additional cloud-based applications is a plus.
• Candidate must demonstrate an understanding of IT Support security tools. Participation and experience in security-related initiatives is a plus.
• Experienced in cyber security hunting such as investigating Microsoft defender alerts, Malware and Virus removal remediations from endpoints.
• Candidate must have experience with TeamViewer Remote access with Asset Management and Patching monitoring experience.
• At least (1) one year of experience with SysAid ticketing system: Creating, Assigning, and delegating to various departments within IT resolving of tickets as they are assigned to ITSS.
• On Call Monday - Sunday on rotational basis for OPS-Genie alerts is a MUST for IT Support and IT Security related after hour calls.
• Experience with Vonage VOIP Phone system, Configuration with Yealink phones through Vonage Admin portal and deployments.
• Must have a Massachusetts Valid license, some travel is required to Hynes Convention Center, Boston Common Garage, and occasionally Mass Mutual Center in Springfield Ma.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The work schedule for this position typically fluctuates based upon the needs of a particular event or project, which would require the ability to work a flexible schedule including late nights, early mornings, long days, weekends and holidays. Travel to other MCCA facilities is required.