IT Network & Support Technician
American Consumer Credit Counseling
IT Network & Support Technician
American Consumer Credit Counseling
Nonprofit credit counseling and debt management agency
American Consumer Credit Counseling · Newton, United States (Hybrid) · Full-time · Posted 2026-11-12
Salary: USD 70,000–80,000
Workplace: hybrid
Department: IT
Position Summary
The IT Support Technician is responsible for troubleshooting and resolving end-user
issues involving hardware, software, network connectivity, phone systems, and other IT
services in a timely manner. This position provides both Tier 1 and Tier 2 technical
support, as appropriate, and is expected to take ownership of issues from initial report
through resolution, including coordinating escalations and following up to ensure
successful completion. The IT Support Technician also supports the maintenance and
troubleshooting of physical and logical network infrastructure and assists with IT projects
as needed.
Primary Duties and Responsibilities
This job description does not limit management’s ability to assign or adjust duties and responsibilities at any time.
• Troubleshoot and support physical network infrastructure, including switches,
routers, wireless access points, network cabling, and related connectivity equipment.
• Troubleshoot logical network connectivity and configuration issues, including TCP/IP,
VLANs, DNS, DHCP, routing, VPN connectivity, and basic firewall rules.
• Promptly respond to and troubleshoot help desk inquiries, providing Tier 1 and Tier 2
technical support as appropriate.
• Support and troubleshoot Microsoft Azure resources and services, including virtual
machines, app services, networking, access permissions, and related cloud
infrastructure.
• Take ownership of assigned issues through completion, including troubleshooting,
escalation, coordination with other IT resources or vendors, and follow-up with end
users to confirm resolution.
• Provide end-user assistance for hardware, software, phone systems, call recording,
network connectivity, and other IT-related issues.
• Manage and maintain service desk tickets in Jira, ensuring accurate documentation,
timely updates, and appropriate resolution and closure.
• Assist with network equipment installation, configuration, maintenance, and
troubleshooting, escalating complex network issues as appropriate.
• Review network and endpoint security alerts, monitor security logs, and escalate
identified issues to the appropriate departmental resources
Install, configure, and maintain workstations, laptops, printers, software, and
peripheral equipment, including equipment moves.
• Assist with routine maintenance of desktop applications, operating systems, and
software updates and patches.
• Maintain accurate IT asset inventory, tracking hardware and software throughout the
device lifecycle.
• Manage user accounts and access permissions, including network access, application
access, security groups, and building access credentials.
• Troubleshoot and repair IT-related equipment as needed.
• Assist with IT infrastructure improvements, system upgrades, and other technology
projects.
• Other duties as assigned
IT Support Experience: Previous experience providing Tier 1 and Tier 2 technical
support, including troubleshooting hardware, software, network connectivity, and
Windows operating systems.
• Networking: Strong foundational understanding of both physical and logical
networking concepts, with hands-on experience troubleshooting LAN/WAN
connectivity, switches, routers, wireless networks, TCP/IP, VLANs, DNS, DHCP, and
VPN connections. Experience with Ubiquiti equipment and CompTIA Network+
certification a plus.
• Microsoft Azure (Required): Working knowledge and hands-on experience with
Microsoft Azure, including virtual machines, virtual networking, resource management,
access controls, and basic cloud infrastructure troubleshooting.
• Microsoft Technologies: Familiarity with Microsoft 365 administration, including
Intune, Microsoft Entra ID, Exchange Online, Windows Active Directory, and Windows
operating systems.
• VoIP and Telephony: Knowledge of VoIP technologies and cloud-based phone
systems, particularly Twilio Flex, is beneficial.
• Security and Monitoring: Familiarity with endpoint security tools, network
monitoring, security alerts, and basic cybersecurity practices.
• IT Management Tools: Experience using ticketing systems, remote monitoring and
management tools, and endpoint management platforms.
• Troubleshooting and Ownership: Strong analytical and problem-solving skills,
with the ability to independently diagnose and resolve technical issues. Demonstrated
accountability for managing issues through completion, including proactive
communication, escalation management, and follow-up.
• Independence: Ability to work independently, manage competing priorities, take
initiative, and identify and resolve technical issues with minimal supervision.
• Communication: Strong verbal and written communication skills, including the
ability to explain technical concepts to nontechnical employees, provide timely status
updates, and document technical procedures and resolutions
Other: Advanced computer knowledge; basic mathematical skills; ability to read and
interpret operating instructions, technical documentation, procedure manuals, and
standard operating procedures (SOPs); strong time management and attention to
detail; ability to work effectively in a team environment.
• Supervisory Responsibility: None
Working Conditions
1. Lifting & Physical Requirements: Individuals may need to sit or stand for long
periods throughout the day. Reaching above shoulder heights, below the waist or lifting
as required to file documents or store materials throughout the workday. Proper lifting
techniques required. May include lifting up to 50 pounds on occasion.
2. Work Environment: General office environment with moderate noise level.
Nothing in this job description restricts management’s right to assign or reassign duties and
responsibilities to this job at any time. Nothing in this job description is intended to create a
contractual obligation or to modify an employee’s employment at will status.
The requirements listed above are representative of the knowledge, skill and/or ability
required. Reasonable accommodations may be made to enable qualified individuals with
disabilities to perform the essential job functions.
MA Pay Transparency Salary: $70k- $80k
ACCC is an equal opportunity employer and is committed to creating an inclusive and diverse
workplace. We do not discriminate based on race, color, religion, sex, sexual orientation,
gender identity, national origin, disability, age, genetic information, veteran status, or any
other protected characteristic as defined by applicable law. We believe in fostering a workplace
where everyone feels valued, respected, and empowered to succeed.
If you need assistance or accommodation during the application process due to a disability,
please contact [email protected]
Apply at American Consumer Credit Counseling
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Nonprofit credit counseling and debt management agency
American Consumer Credit Counseling is a nonprofit agency that works with individuals and families across the United States to manage debt and build financial skills. Its certified counselors review income, expenses, and credit card balances to develop budgets and assess repayment options by phone and online. Clients in its debt management program make one monthly payment that the agency distributes to participating creditors, with enrollment and monthly fees that may be reduced or waived. It also runs housing and bankruptcy counseling alongside financial education programs and resources. Founded in 1991, it is headquartered in Auburndale, Massachusetts.
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