Systems Support Technician

Position Summary

Every ServiceNet site depends on working phones, desk lines, and cameras. The Systems Support Technician is the hands-on person who gets those tools ready and keeps them accounted for. This role prepares and deploys mobile devices, handles desk phone adds, moves, and changes, and audits physical security camera systems across our program locations.

This role is part of the Systems team and is managed by the Senior Director of Technology Operations. Day to day, you'll take direction from the Mobile Device Administrator and the Director of Properties on their areas of work, and you'll work closely with Helpdesk and Systems Administration.

Key Responsibilities

• Stage, configure, and enroll new and replacement phones and tablets using our MDM standards
• Complete device swaps from start to finish: transfer access, collect the old device, and confirm it is wiped, unassigned, and recorded
• Keep device inventory and assignment records accurate
• Process desk phone adds, moves, and changes, and test each phone before closing the request
• Troubleshoot phone registration and connectivity issues, and escalate system-level problems to Systems
• Audit physical security camera systems on a regular schedule, checking that cameras are online, recording, and positioned correctly
• Document audit findings and open tickets for repairs, then follow up until they are resolved
• Report camera audit results to the Director of Properties and the Senior Director
• Maintain clear procedures and documentation for deployments, phone changes, and audits
• Flag risks, lost or unaccounted devices, and scope gaps early

Qualifications

• 1–3 years of experience in IT support, help desk, or desktop and endpoint work
• Experience with mobile device management platforms such as Intune, and with primarily iOS and some Android devices
• Working knowledge of VoIP and desk phone systems, and comfort learning new phone platforms
• Basic networking knowledge (IP addressing, VLANs, PoE) to troubleshoot phones and cameras
• Familiarity with IP-based security cameras and recording systems
• Strong documentation habits: you record work as you go, not after the fact
• You communicate status and blockers without being asked
• Comfortable taking direction from more than one leader, and you ask when priorities compete
• Valid driver's license and reliable transportation. This role requires travel between ServiceNet sites across western Massachusetts

Preferred Additional Experience

• Experience working in healthcare, behavioral health, or nonprofit environments
• Familiarity with Jira, ITGlue, or similar ticketing and documentation tools
• Experience with RMM platforms such as NinjaRMM
• Experience with Apple Business Manager or Android Enterprise
• Comfort working with vendors and carriers