Information Technology Engineer II

Advarra•Newton, MA

1d•Hybrid

About The Position

Working under general supervision, the Information Technology Engineer II provides Tier 1 & 2 technical support and is responsible for identifying, troubleshooting and prioritization and the timely escalation of technical problems and service requests. They are responsible for tracking and monitoring all incoming requests as necessary to meet company defined service level agreements including providing status reports to IT management and end-users. They will maintain IT assets, user accounts and hardware and software inventory supply records.

Requirements

3-5 years of customer-focused experience in supporting end users running, troubleshooting, and configuring mainly Microsoft Windows workstation products; Mac platform a plus
Bachelor’s degree or equivalent combination of education and related work experience

Nice To Haves

Proficient with Windows 11 operating systems, Azure Active Directory administration, Exchange Online, Microsoft Office Suite
Proven experience with end point management tools or platforms, Kaseya preferred
Familiar with workstation security configuration, including local and network accounts, user permission, etc.
Advanced knowledge of installing, configuring, troubleshooting and administering cloud-based services including Microsoft 365, Slack, Zoom
Strong organization and multi-tasking skills
Work independently; planning, organizing, scheduling and completing work within deadlines
Maintain a high level of confidentiality and discretion within the IT department
Prioritize and manage conflicting requests and tasks
Ability to adapt to changes in technology, equipment and/or processes
Effective verbal and written communication skills
Excellent customer service skills
Ability to provide support to and interact with all levels of roles in the business, including executive level leadership

Responsibilities

Manage all end user interactions including: Installation, upgrades, troubleshooting, repairs of all devices and software and the documentation and verification of specific steps taken.
Recovery of corrupted/ failed device data
Coordination with IT vendors and contractors
Insuring applicable antivirus and malware protection
Reporting all non-compliance with IT Policies and Procedures
Tracking and reporting movement of devices and changes in installed software
Reporting all operational issues and significant concerns to management
Screens, prioritizes, and fulfills helpdesk tickets in Jira Service Management and reports on status
Escalate service desk requests in a timely fashion to other engineers, as necessary
Track and monitor problem resolution rates and status for all active IT related helpdesk tickets
Provide in-person, telephone, and remote technical assistance for IT supported solutions
Conduct day-to-day IT Department organizational tasks, including: On- and off-boarding of user accounts and equipment
Maintain organization and security of inventory for all IT hardware and software
Ordering, receiving, tracking, and distributing purchased products
Organizing and maintaining clutter-free IT storage, staging and personal work areas
Follow applicable IT Department and Advarra’s Procedures
Proactively learn and utilize new technologies, concepts, and procedures as appropriate to project requirements
Identify opportunities to improve and update software and systems
Design training programs and workshops for staff
Other duties which may be assigned to support Advarra’s Mission Statement and Core Values
This position is included, and expected to participate, in a rotating schedule of on-call participants to ensure that the after-hours needs of the company are met in a reliable manner
Working under direct supervision may also be responsible for routine system administrative task, including: Conducting system maintenance and operational checks
Monitoring backup performance and rotation to media to off-site facility
Creation of standardized workstation images and maintaining records of image distribution and inventory
Other administrative tasks as requested