IT Support Specialist
Cambridge, MA
Full Time
Mid Level
ORGANIZATION:
Mount Auburn Cemetery comprises 175 acres and is situated in Watertown and Cambridge near Boston, Massachusetts. Founded in 1831, and visited by over 200,000 people each year, Mount Auburn is a National Historic Landmark, recognized as the first “rural cemetery” and the inspiration for the American Parks Movement during the 19th century. As an active cemetery, Mount Auburn inspires all who visit, comforts the bereaved, and commemorates the dead in a landscape of exceptional beauty. As an accredited arboretum, Mount Auburn features 5,000 trees and more than 20,000 plants/plant masses overall.
POSITION SUMMARY:
As the IT Support Specialist, you will be a key player in the Cemetery’s daily operations and its digital business transformation initiative. You will work closely with our Senior Director of IT, other IT staff, and contractors to research and resolve higher-complexity support issues, and to assist in the implementation of new technologies. You will also take the lead in identifying, designing, and delivering end-user training to individuals or small groups, improving the effective use of current and future tools in our hybrid environment that includes Windows laptops/desktops, Microsoft 365, on-premises Windows server infrastructure, an array of cloud services (SaaS and IaaS), and many specialized software and hardware systems. This role requires a broad technical foundation, project management experience, and excellent communication skills to interact with stakeholders at all levels who have a wide range of technical savvy.
DUTIES AND RESPONSIBILITIES:
REQUIRED QUALIFICATIONS:
OTHER QUALIFICATIONS TO BE CONSIDERED:
REQUIRED PHYSICAL DEMANDS:
Mount Auburn Cemetery is an equal-opportunity employer. It does not discriminate in employment opportunities on the basis of race, color, ancestry, religion, gender, national origin, age, pregnancy, citizenship status, physical or mental ability, military status, sexual orientation or any other characteristic protected by law.
Mount Auburn Cemetery comprises 175 acres and is situated in Watertown and Cambridge near Boston, Massachusetts. Founded in 1831, and visited by over 200,000 people each year, Mount Auburn is a National Historic Landmark, recognized as the first “rural cemetery” and the inspiration for the American Parks Movement during the 19th century. As an active cemetery, Mount Auburn inspires all who visit, comforts the bereaved, and commemorates the dead in a landscape of exceptional beauty. As an accredited arboretum, Mount Auburn features 5,000 trees and more than 20,000 plants/plant masses overall.
POSITION SUMMARY:
As the IT Support Specialist, you will be a key player in the Cemetery’s daily operations and its digital business transformation initiative. You will work closely with our Senior Director of IT, other IT staff, and contractors to research and resolve higher-complexity support issues, and to assist in the implementation of new technologies. You will also take the lead in identifying, designing, and delivering end-user training to individuals or small groups, improving the effective use of current and future tools in our hybrid environment that includes Windows laptops/desktops, Microsoft 365, on-premises Windows server infrastructure, an array of cloud services (SaaS and IaaS), and many specialized software and hardware systems. This role requires a broad technical foundation, project management experience, and excellent communication skills to interact with stakeholders at all levels who have a wide range of technical savvy.
DUTIES AND RESPONSIBILITIES:
- End-User Support & Troubleshooting:
- Oversee day-to-day end-user support operations, ensuring quick and efficient resolution of technical issues.
- Handle escalated IT support issues, troubleshooting complex hardware, software, and network-related problems across the environment (Windows desktops/laptops/VDI, LAN/WLAN, mobile devices)
- Maintain and repair PC hardware, operating systems, and application software, as well as peripherals, multifunction printers, networks, mobile devices, radios, and other equipment.
- Develop and enforce best practices for IT support procedures, ticketing, and documentation.
- Technical Expertise:
- Collaborate with other IT staff in managing system performance, security, and infrastructure improvements.
- Participate in the planning and implementation of new technologies, ensuring alignment with business objectives.
- End-User Training:
- Through personal observation and collaboration with Cemetery leaders, identify opportunities for staff development in foundational technical topics.
- Source and/or develop training curricula for delivery to Cemetery staff through self-guided, individual, and small-group settings.
- Assist with change-management and training tasks related to the deployment of new technologies and the Cemetery’s digital business transformation initiative.
- Project Management & Relationships:
- Lead and manage IT-related projects, including deployments, system upgrades, and other technical initiatives.[SM1]
- Work closely with the Senior Director of IT to prioritize and allocate resources for ongoing projects, ensuring deadlines and expectations are met.
- Coordinate with other departments to understand and address their IT needs, delivering tailored solutions.[SM2]
- Vendor & Contract Management:
- Manage relationships with external vendors and contractors, ensuring service level agreements (SLAs) are met and projects are delivered successfully.
- Oversee procurement and manage inventory of IT-related hardware, software licensing, tools, and supplies.[SM3]
- Documentation & Reporting:
- Maintain clear and detailed documentation for all IT processes, systems, and projects.
- Report on team performance, project status, and any ongoing issues to the IT Leader and other senior leadership.[SM4]
- Team Leadership & Staff Management:
- Identify training and development opportunities for the team, ensuring they stay up-to-date on technology trends and troubleshooting techniques.
- Maintain strong relationships with end-users and key stakeholders, ensuring their needs are met and exceeded.
- General:
- As with all Cemetery staff, occasionally assist as needed with Cemetery functions including special meetings, conferences, Friends events and public programs.
- Demonstrate responsible stewardship for the environment when planning and implementing all duties incorporated in job description.
REQUIRED QUALIFICATIONS:
- Bachelor’s degree in information technology or a related field; a combination of other degrees, experience, and/or certification may supersede this requirement.
- Ability to speak, read, and write fluently in English, including communicating technical topics to a variety of audiences.
- Minimum of 5 years of experience in IT support roles, specifically encompassing:
- Configuration and troubleshooting of Windows desktop/laptop hardware, operating systems, and software.
- Strong technical knowledge in:
- Windows administration (Active Directory, Group Policy, DNS, etc.)
- Microsoft 365 suite (Exchange, Teams, OneDrive, SharePoint, etc.)
- Networking fundamentals (TCP/IP, WLAN, VPN, DNS, DHCP, etc.)
- Experience with end-user support tools (ticketing systems, remote support software, etc.), and ITIL or similar service management frameworks.
- A high level of professionalism, including:
- Strong initiative and the ability to work independently with minimal direction.
- Problem-solving skills with the ability to troubleshoot complex IT issues quickly and effectively.
- Excellent organizational skills with the ability to prioritize and handle multiple concurrent tasks.
- Strong people skills, with experience leading small teams, contractors, and collaborating with diverse stakeholders. [SM5] [BK6]
- Excellent communication and interpersonal skills, capable of interacting with technical and non-technical personnel.
- Discretion in handling sensitive records and personal information.
- Willingness to perform occasional work on projects outside of the position’s main area of responsibility, to support the Cemetery’s mission.
- Flexibility toward the unpredictable nature of an operational technical role, including:
- Handling “on-call” communications (phone, email, text) as required to fulfill duties.
- Occasionally working an alternate schedule (early, late, weekends), as needed to fulfill duties without disrupting Cemetery operations.
OTHER QUALIFICATIONS TO BE CONSIDERED:
- IT certifications such as CompTIA Network+, Microsoft Certified: Azure Fundamentals, Microsoft Certified Solutions Expert (MCSE), ITIL Foundation, etc.
- Knowledge of virtualization technologies (e.g., VMware) and backup solutions.
- Familiarity with supporting remote workers and interacting with hybrid teams.
- Experience operating under security/privacy standards such as PCI-DSS, Mass. 201 CMR 17.00, SOC 2, NIST SP 800, GDPR.
- Proficiency in speaking, reading, and writing in Spanish.
REQUIRED PHYSICAL DEMANDS:
- Must be able to remain in a stationary position 50% of the time.
- Constantly positions self to maintain computers in office work areas, server/network rooms, and mechanical spaces. Occasionally move throughout the Cemetery's buildings, offices, and grounds, including ascending and descending stairs.
- Must be able and properly licensed to drive standard passenger-class vehicles.[SM7] [BK8]
- Must have dexterity to operate standard office equipment, including typing with speed and accuracy typical of a technical professional[SM9] [BK10] .
- Frequently moves and installs equipment up to 25 pounds, and up to 50 pounds with a partner.
- Handle cables, screws, fasteners, zip-ties, and similar items typically used in an office computing environment.
Mount Auburn Cemetery is an equal-opportunity employer. It does not discriminate in employment opportunities on the basis of race, color, ancestry, religion, gender, national origin, age, pregnancy, citizenship status, physical or mental ability, military status, sexual orientation or any other characteristic protected by law.
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