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IT Support Specialist

Job Details

Nashoba Learning Group Billerica - Billerica, MA

IT Support Technician

Job Title: IT Support Specialist

Location: 10 Oak Park Drive, Bedford MA / 170 Lexington Road, Billerica MA

Schedule: Monday – Friday, 8 am – 4 pm

Supervisor: Director of Technology


Position Summary:

The IT Support Specialist will use their skillset to ensure that hardware, network, and software systems are implemented and supported effectively throughout the organization.  The organization is predominantly Windows based with Chromebooks, iPads, and Android tablets for our students.  We utilize both Microsoft Office and Google Workspace for productivity software. 



Position Specific Responsibilities

  • Serve as the first point of contact for user support within the organization
  • Install and configure computer hardware, software, systems, networks, printers, and scanners
  • Monitor and maintain computer systems and networks
  • Monitor and respond quickly and effectively to service requests received through our Freshdesk portal
  • Escalate service requests and assign to appropriate team members
  • Establish accounts for new users and assist with password or login problems
  • Provide minor telecom system support including mobile devices, voicemail, and desk phones
  • Repair and replace equipment as necessary
  • Support the implementation of new solutions or applications
  • Maintain and update technical documentation regarding network diagrams, IT asset lists 


General Responsibilities

  • Following NLG’s emergency procedures (administering SOLVE strategies, First Aid or CPR), whenever needed
  • Ensuring the safety and well-being of all students within NLG
  • Attendance at the following:
    • Staff Meetings: All staff members are required to attend any mandatory staff meetings as scheduled
    • Trainings: Completion of any mandatory trainings as assigned
  • Maintenance of the following certifications:
    • CPR & First Aid
      • The initial and renewal trainings are provided by NLG. The initial training occurs during the Orientation week. Renewal trainings are communicated by NLG’s Nursing Department as necessary.
    • SOLVE   
      • The initial and renewal trainings are provided by NLG. The initial 16-20 hour training occurs within the first 3 months of employment. Staff members are expected to participate in an annual 1.5 hour refresher course to be scheduled via Paycom.
    • Any other certifications/licenses as required per the position qualifications


Please note:  The essential functions listed in this section are not limited only to the tasks listed and may include other duties as assigned.


Supervision and Performance Assessment:

  • Nashoba Learning Group adheres to the principles of Applied Behavior Analysis in its management of employees as well as in its teaching of children.  Performance requirements are clearly specified, performance is measured frequently, feedback is given immediately, and mastery of particular skills allows access to higher-level skills.  Reinforcement is tied to performance in the form of pay, professional development opportunities, and recognition.
  • This position will be evaluated/assessed annually by the Directory of Technology on general performance, cooperation, and teamwork.



  • Minimum of 2-3 years prior experience in a Technical Support capacity
  • Bachelor’s degree in related field, equivalent work experience in the IT field, and/or industry certification(s)
    • At least two professional references that will attest to the staff’s interpersonal skills, energy, work ethic, ability to work on a team, leadership skills, integrity, ability to multitask, ability to accept and learn from feedback
    • Satisfactory results for new hire and recurring background check and CORI check
    • A driver’s license in good standing
  • Exceptional ability to provide technical support and resolve queries
  • Working knowledge with Microsoft Office products, Google Workspace, File Server permissions, Windows Server, Active Directory, and Cisco wireless.
  • Willingness to solve complicated problems and see projects through to completion
  • Team-oriented attitude to help other colleagues and departments with technical problems
  • Strong interpersonal communication and relationship-building skills
  • Ability to manage time and effectively prioritize numerous projects at one time
  • Ability to work flexible hours as needed and on call for occasional nights, weekends, and program closure days


Physical Job Capabilities:

Physical Job Requirements of this job include:

  • Physically capable of keeping members safe and in close proximity at all times, particularly during outings
  • Safely implement crisis prevention techniques and restraining members 50 pounds up to and in excess of 125 pounds when necessary


Physical Movements Required for Safe Implementation of Crisis Prevention Techniques:

  • Quick and abrupt movements of upper and lower body (moving quickly, brisk and vigorous use of hands and arms)
  • Rotating upper torso movements
  • Arm and hand movements to grasp, range of motion movement with upper body and arms
  • Balance
  • Lifting and lowering (bending at knees repeatedly)
  • Prolonged duration of exertion with both upper and lower body, being in one position for periods of time