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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Support Technician - **Company:** Commonwealth of Massachusetts - **Location:** Charlestown, United States - **Experience:** Starter - **Salary:** $62,400.0 - $72,800.0 - **Contract:** Permanent contract - **Skills:** Microsoft Word, Microsoft Excel, Microsoft Windows, Amazon Web Services, Microsoft Outlook, CompTIA Network+, Computer Networks, Issue Tracking Systems, Virtual Private Networks (VPN), Networking Basics, Citrix Systems, Software Asset Management, TCP/IP, Wide Area Networks, Web Applications, Office365, Information Technology, Hardware Infrastructure, Nutanix - **Published:** August 20, 2026 - **Apply:** https://massanf.taleo.net/careersection/ex/jobdetail.ftl?job=260005PV ## About the Role · Associate degree in IT, Computer Science, or a related field preferred. · 1-3 years of IT support, help desk, or customer service experience, including internships or co-ops. · Microsoft 365 (MS-900), CompTIA Network+, or similar certifications preferred. · U.S. Citizenship or Permanent Residency required. Skills and Abilities · Proficiency with Microsoft 365 applications (Outlook, Word, Excel, Teams, and related tools). · Ability to troubleshoot Windows PCs, printers, software, and basic network issues. · Basic awareness of networking concepts (LAN/WAN, VPN, TCP/IP) and cybersecurity best practices. · Experience with Dell WYSE devices is a plus. · Familiarity with service desk ticketing systems; Track-It experience is a plus. · Strong listening, problem-solving, and written communication skills. · Comfortable supporting end users by phone, in person, or remotely. · Eager to learn and grow in a collaborative, fast-paced environment. ## Description Reporting to the Chief Technology Officer (CTO) and senior IT staff, the IT Support Technician provides day-to-day technical support for approximately 125 staff, covering end-user devices, applications, and service desk operations. The IT Support Technician will gain hands-on experience across infrastructure, cloud platforms, end-user support, and vendor management - including Citrix, AWS, Microsoft 365, and Nutanix. ESSENTIAL FUNCTIONS AND RESPONSIBILITIES · Provide daily technical support for Microsoft 365, MTRS web applications, and Commonwealth applications. · Monitor and respond to service desk requests involving PCs, operating systems, printers, phones, and other hardware; log, track, and escalate tickets using Track-It under senior staff guidance. · Maintain hardware and software inventory in Track-It, including assets that store Personally Identifiable Information (PII). · Perform routine application updates, patches, and maintenance under senior staff guidance. · Serve as the primary technical contact for vendor phone support and staff support requests; coordinate and escalate telephone equipment issues as needed. · Assist with data center hardware and software inventory as directed. · Participate in special projects as assigned. ','!*!, The IT Support Technician is required to report to the office five days per week for the first 90 calendar days of employment. Work hours are flexible, but are generally Monday through Friday, 8:00 AM to 4:00 PM (30-minute lunch) or 7:45 AM to 4:00 PM (45-minute lunch). This position should not exceed 37.5 hours per week and may require an occasionally flexible schedule. ## Related Videos - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) - [My journey into DevOps world - How it all started!](https://www.wearedevelopers.com/videos/545-my-journey-into-devops-world-how-it-all-started) - [Debunking the Top 10 Myths about Web 3](https://www.wearedevelopers.com/videos/634-debunking-the-top-10-myths-about-web-3) ## Related Articles - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [How Many Jobs Are Available in Technology?](https://www.wearedevelopers.com/magazine/450-how-many-jobs-are-available-in-technology) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025) - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume)