IT Help Desk Support Technician

Under the direction of the IT Support Desk Supervisor, the IT Support Technician provides a key role in the Open Sky I.T. Department. This position is part of a collaborative IT Support Desk Team, dedicated to providing outstanding customer service by addressing technology requests, resolving issues, and responding to inquiries across the organization. 

Success in this role is built on strong teamwork, a customer-first mindset, and broad knowledge of technology, including software, hardware, and cloud-based systems. The IT Department fosters a supportive, team-oriented environment that values your insights in shaping and enhancing the organization’s technology infrastructure. Joining this team means contributing to impactful work that supports the agency's mission and creates a rewarding experience in a dynamic, meaningful environment.

Key Responsibilities: 

• Provide technology and troubleshooting needs to the staff of Open Sky.
• Configure, distribute, maintain, and ensure return of equipment provided to employees and/or programs by the I.T. Department
• Identify, research, and resolve technical problems as they arise; document, track and monitor the problem to ensure a timely resolution.

High School Diploma, GED or equivalent, required. Valid Drivers License and acceptable driving history, required.Relevant technology certifications (Microsoft, CompTIA A+, Network+ or similar), or equivalent professional experience, required. Strong working knowledge of computers, networking and software, required. 

MUST Haves:

• Proficient in Microsoft Office 365 Administration
• Proficient in Microsoft Entra Admin Center
• Excellent Customer Service Skills and documentation
• Understanding of IT Support Ticket systems
• Understanding of basic networking and wireless technologies
• Proficient with troubleshooting printers and multi-function devices

NICE to Have:

• Understanding of Cloud-based VOIP phone systems (Avaya/RingCentral)
• Familiar with Ubiquiti Wireless
• Knowledge of Microsoft Teams, OneDrive, and SharePoint administration
• Microsoft Certifications
• Non-Profit Human services or healthcare experience

At Open Sky Community Services, we open our doors, hearts, and minds to the belief that every individual, regardless of perceived limitations, deserves the chance to live a productive and fulfilling life.

Open Sky is on an anti-racist journey, committed to learning, living, and breathing inclusion, opportunity, diversity, racial equity, and justice for ALL.

At Open Sky, you’ll join over 1,300 compassionate and highly trained professionals who put innovative, evidence-based practices to work in ways that positively impact our communities across Central Massachusetts and beyond.

As a trauma-informed organization, Open Sky strives for transparency and sensitivity to the experiences of those we interact with. Self-care is encouraged, and we are committed to providing a positive work culture that is focused on continuous learning and the value of diverse perspectives.

Open Sky is proud to be an industry leader in pay and benefits. Open the Door to Possibility and begin your career with Open Sky today!

 Benefits of Working for Open Sky Include:

• Excellent Supervision (Individual and Group), Professional Development, and Training Opportunities
• Generous paid time off plan – you start with 29 days (almost 6 weeks!) in your first year, including 12 paid holidays. Increases to 32 days in your 2nd year, and the current maximum is 43 days (OVER 8 WEEKS!)
• We pay for your higher education!  Ask about our Tuition Reimbursement Program, and reimbursement for a variety of Human Services certifications.
• Medical, Dental and Vision Insurance with Prescription Plan
• 403b Retirement Plan with Employer Match
• Life Insurance (100% Employer-Paid)
• Eligible employer for the Public Student Loan Forgiveness Program
• And more! 

Open Sky celebrates diversity and is proud to be an Equal Opportunity Employer. In compliance with federal and state employment opportunity laws, qualified applicants are considered for all positions without regard to race, gender, national origin, religion, age, sexual orientation, disability, veteran, or disabled Veteran status.