Telecom Assistant Jobs in Pawtucket, RI (NOW HIRING)

Job Summary:
High Point & Affiliated Organizations is a health and human service agency dedicated to treating and preventing substance use disorders and mental illness. The IT Technician is responsible for providing Tier 1 technical support across all agency sites, troubleshooting complex issues, and maintaining IT equipment to ensure effective system adoption.
Responsibilities:
• Respond to escalated service requests from the IT Support team, resolving complex issues related to hardware, software, peripherals, and networking.
• Work closely with the Systems & Security administrator to resolve advanced support issues and collaborate on troubleshooting strategies.
• Provide on-site support at agency locations as needed for escalated issues, deployments, or projects.
• Collaborate with the Director of IT & Security to support the rollout and maintenance of new systems and technologies across the organization.
• Assist in configuring, imaging, deploying, and maintaining laptops, desktops, mobile devices, printers, and VoIP phones.
• Utilize the IT ticketing system to document, track, and resolve assigned tickets efficiently and thoroughly.
• Perform diagnostics and basic network troubleshooting for switches, access points, and other network infrastructure components under guidance from the systems team.
• Participate in testing and documentation of new systems to support successful adoption by users and ensure Tier 1 support readiness.
• Update and maintain technical documentation and support knowledgebase content.
• Make updates to KB (Knowledge Base) documentation when procedures change or new support workflows are implemented.
• Provide informal training or guidance to staff on agency tools, applications, and device usage.
• Assist with maintaining accurate hardware inventory, including labeling, asset tracking, and lifecycle management.
• Coordinate with vendors for hardware repairs, warranty claims, and replacement equipment as directed.
• Run low-voltage cabling for cameras, door access systems, and other networked devices as needed.
• Terminate and test RJ11 and RJ45 cable runs, ensuring proper connectivity and compliance with wiring standards.
• Consult with the Director of IT & Security to coordinate external vendor support for specialized work related to physical security, telecom, or large-scale installations.
• Support equipment setup for new employees, office moves, and reconfigurations.
• Contribute to technology projects by providing onsite assistance, installation, and user support.
• Participate in departmental meetings and contribute feedback on service delivery improvements and recurring issues.
• Participate in on-call rotation to provide after-hours support coverage as needed.
• Be available for occasional evening or weekend hours during major project implementations or emergency response situations.
• Maintain an understanding of and adherence to HIPAA regulations, data security practices, and agency IT policies.
• Perform other related duties as assigned by the Director of IT & Security or CTO.
Qualifications:
Required:
• Associate's degree in information technology or related field, or equivalent technical experience.
• At least 2 years of hands-on experience in IT support or technical troubleshooting roles.
• Strong working knowledge of Microsoft 365, Windows OS, and end-user device support.
• Familiarity with ticketing systems and documentation best practices.
• Ability to diagnose and resolve issues with desktops, laptops, printers, and peripheral devices.
• Excellent communication and interpersonal skills.
• Valid driver’s license and reliable transportation for travel to agency sites.
• Ability to lift and carry up to 40 lbs (e.g., computers, monitors, network equipment).
• Must be able to sit, stand, bend, crawl, and reach in confined spaces (e.g., under desks, server rooms).
• Prolonged periods of computer use and desk work.
• Occasional use of ladders or tools to access or install equipment.
• Work is performed in both office and on-site clinical or administrative settings.
• May involve travel between agency locations using a personal or agency vehicle.
• Occasional exposure to confidential or sensitive information; must comply with HIPAA and organizational privacy/security policies.
• Must be available for on-call coverage rotation and respond to urgent technical needs outside standard business hours as required.
Preferred:
• Experience with Active Directory, basic networking, and Microsoft Exchange.
• Experience terminating and testing Ethernet and phone lines (RJ11/RJ45).
• Familiarity with VoIP, camera systems, door access systems, and low-voltage cabling.
• CompTIA A+, Network+, or equivalent certifications.
• Experience working in healthcare or non-profit organizations.
Company:
High Point’s mission is to prevent and treat substance use disorders and mental illness. Founded in 1996, the company is headquartered in New Bedford, USA, with a team of 1001-5000 employees. The company is currently Late Stage.