2nd Level PC & Network Technician - Worcester Massachusetts

Company: Centrend, Inc.
Location: Worcester, Massachusetts
Posted On: 02/05/2025

2nd Level PC & Network Technician

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Top Reasons Why You Want to Work as a 2nd LevelPC & Network Technician at Centrend

Work remotely (within 45-minutes of Worcester, MA) and independently approximately 85% of the time
Rarely work weekends and utilize flexible hours when needed
Opportunities for overtime with time-and-a-half pay (seldom a necessity)
Two weeks paid vacation to start
Multiple advancement and growth opportunities in tech, operations, and/or management
Blue Cross Blue Shield Health Insurance
Work directly with and learn from the owner who has over 25 years of IT experience
Acquire hands-on experience with and be trained on some of the latest technologies available
Virtually limitless learning and training possibilities
Small company environment



Summary

As a Centrend 2nd Level PC & Network Technician, you will be servicing, troubleshooting, and resolving a variety of technical computer hardware (desktops, laptops, servers, printers, networking devices, etc.), software (Microsoft Windows, Microsoft Office, Google Suite, Apple, cloud applications, etc.), and networking issues.



You will be the second level of resolution when 1st Level Technicians need assistance resolving technical issues. To succeed, you must have a warm and friendly approach to customer service and support, take ownership of your performance, and assist the 1st Level Technicians improve their skills.



Primary Duties

Troubleshoot and resolve technical client issues, remotely and on-site as required
Monitor and manage the trouble ticket system and take ownership of tickets from 1st Level Technicians as needed
Continually maintain accurate status, notes, hours, and documentation of customer configurations, work summaries, and history with the client
Identify new technologies to improve client safety and efficiencies
Review technical logs often and take appropriate action as needed
Assist Management with identifying new products and services to enhance Centrend's technical stack



Other Responsibilities

Discipline to work independently without direct supervision and the ability to follow a systematic approach to problem resolution
Comfortable working with all organizational levels, including executives
Desire to learn, apply, and understand new technologies and related environments
Good at fact-finding, problem-solving, and determining the root cause of issues
Explain technical issues and solutions in an easily understood format so non-tech-savvy clients can comprehend it
Extremely high customer service mentality with the ability to communicate effectively in person, on the phone, and by email

Note: This is a summary of responsibilities and serves to illustrate but does not encompass all job responsibilities. Any or all responsibilities subject to change



Background Profile

Must have a minimum of 3-5 years' hands-on networking experience
Additionally, must possess a minimum 3-5 years in an IT technical support related role troubleshooting and supporting PC hardware and software
Must live within a 45-minute commute of Worcester, MA as most clients are within this radius
Past or current titles such as Desktop Support Specialist, Help Desk, IT Support, Computer Support, Technical Support, Network Administrator, Network Technician, Computer Technician, PC Technician, IT Technician, or IT Team Lead could be a potential fit
Strong troubleshooting skills for computers, servers, networks, and internet technologies
Proficient with operating systems, applications, troubleshooting, installation, and support
Experience with Windows Servers, configuration, networking, and Active Directory
Strong knowledge of Microsoft Office (Word, Excel, Outlook, Exchange, etc.)
Familiarity of DNS Security and Management, Networking switches, DHCP, and Static IP assignments
Ability to lift up to 30 pounds
Technical Bonus Skills such as Azure / Hybrid AD, MS 365 Cloud, G Suite Cloud, SonicWall Firewalls, Mac laptops/desktops / IOS helpful, but not necessary



Education

B.S. in IT or 3-5 years' experience in networking and a technical, support-related role
Certifications in A+, Networking+, MCP, MTA, CCNA are beneficial, but not required More...

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