Elder Services of the Merrimack Valley
  • 06-Oct-2021 to Until Filled (EST)
  • IT
  • Lawrence, MA, USA
  • Full Time

Elder Services of the Merrimack Valley and North Shore

Position Responsibilities: Elder Services of the Merrimack Valley is seeking a talented, self-motivated, and hard-working individual to join the Information Technology team. This position require time to be split between the Danvers MA and Lawrence MA sites. This is an excellent opportunity for an individual who has a passion for IT, the enthusiasm to learn, and is eager to make a significant contribution towards meeting the increasing demand for new technologies to meet business needs. The ideal candidate will be customer service-oriented and technically driven with a basic understanding of a broad range of desktop technologies and the ability to work in a fun, dynamic, and adaptable environment.

The systems support engineer role is one of the primary connections between the IT department and users. The selected candidate will be part of the team supporting the IT helpdesk as well as systems project work. The candidate will be crucial in providing timely and effective support across two locations while providing excellent customer service in order to resolve problems/issues related to agency supported computer related applications and equipment. In addition, this position is critical in identifying issues and patterns which might be indicative of larger problems and working with more senior staff or consultants for resolution.

Essential Functions: (Core duties or tasks that are fundamental and not marginal to the performance of the job)

  • Develop, test, install, configure and troubleshoot system enhancements. As part of this process, create proper documentation, diagrams and other detailed instructions to help IT team to make the best use of new technologies.

  • Provide support to 480+ users by managing an IT helpdesk, troubleshooting and addressing user's computer issues; supporting IT systems including phone systems, various services (email, accounting, file, web, service order, etc.), user devices (desktops, laptops, tablets, smart phones, etc.), and miscellaneous technology devices (printers, copiers, projectors, etc.)

  • Implement the roll-out of new systems and system updates, including setting up systems, documenting and instructing employees on use.

  • Administer to end user systems and agency specific applications. Provide interface between staff and vendor and application support.

  • Assist with data reports required by various departments through Excel, Access and other systems.

  • Set up workstations with computers and necessary peripheral devices

  • Diagnose and resolve computer hardware issues to ensure functionality

  • Install and configure appropriate software and functions according to specifications

  • Diagnose and resolve technical hardware and software issues including contact vendors as needed for problem resolution and research questions for problem resolution using available information resources.

  • Provide technical assistance and training to other Help Desk staff as well as end users.

  • Identify and escalate situations requiring urgent attention to appropriate IT staff.

  • Prepare and provide training to end users on software, hardware and peripherals as scheduled.

  • Track issues that are resolved and updating the Help Desk software, and documentation to help identify future areas of improvement and mitigate future potential issues.

  • Act as a liaison between customers (staff, volunteers, interns, external contacts, etc.) and the IT department.

  • Miscellaneous preparation of agendas, minutes, presentations and reports.

  • Attend meetings as directed.

  • Other duties as assigned.


  • Strong quantitative, analytical and complex problem-solving skills are required.

  • Detail orientated, with excellent time/deadline management and organizational skills.

  • Ability to work both independently and in a team setting.

  • Excellent customer service skills emphasizing professionalism.

  • Comfortable taking initiative and prioritizing tasks.

  • Implementation and Administration experience with Phone Systems, Office365, Azure AD, Active Directory, Group Policy, Mimecast, Zix and MS Exchange Server.

  • Administrative experience with Workstation Management tools such as Manage Engine.

  • Experience with Security Awareness tools such as KnowBe4.

  • Experience with desktop and server operating systems, including Windows 10 and Windows Server 2008 - 2016, and VPN/RDP. SharePoint knowledge a plus. PowerShell knowledge a plus.

  • Knowledge of different file types including graphics, audio and video formats.

  • Proficiency and extensive application support experience with Microsoft Office products.

  • Working knowledge of a range of diagnostic utilities.

  • Exceptional written and oral communication skills.

  • Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.

  • Strong documentation skills.

Qualifications: A minimum of 3+ years of experience in the field. Bachelor/Associate degree in an IT related study is preferred. Technical certifications such as MCP, MCTIP, Network +, Server + are a bonus.

Hours: 37.5 per week


ESMV/NS is strongly committed to fostering a professional environment that recognizes, respects, and encourages the unique contributions of a broad spectrum of qualified employees. It is important that our employees reflect the diverse communities we serve. We maintain a work atmosphere that allows people of varied backgrounds to grow professionally and contribute to our mission by promoting diversity, equity, inclusion, and work-life balance.

Elder Services of the Merrimack Valley
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