Senior IT Support Specialist – East Providence, RI

Job Summary

The Senior IT Support Specialist should have a combination of technical and customer service skills. The Senior IT Support Specialist will report to the Senior Director, Technology + Operations and will be responsible for assisting in day-to-day support of (add)ventures’ IT systems. These systems include macOS and Windows computers, networks, servers, software applications, VOIP phones, printers and conference room A/V systems.

All support team members need excellent problem-solving, communication and interpersonal skills. Team members also need a friendly, patient attitude and the ability to work in a team environment.

Essential Functions of the job include:
  • Level 1 Help Desk – Answering / resolving basic phone and email-based support issues including:
    • MacOS support
    • Network connectivity
    • Peripherals (mouse, keyboard, etc.)
    • Printers (paper jams, replacing toner, etc.)
    • Password resets
    • Basic application support (Microsoft Office, Adobe Creative Cloud, Keynote)
    • Google Workspace (Gmail, Calendar, Drive)
    • Software and operating system updates
  • Level 2 Help Desk –
    • Advanced Networking concepts (RADIUS, VLAN management, etc.)
    • Server access permissions
    • Remote Management of Employee Computers and Company Servers
  • Escalating Level 3 issues to the Senior Director, Technology + Operations as appropriate
  • Onboarding procedures
    • New system deployment
    • User provisioning
  • Offboarding procedures
    • Account Suspension
    • Equipment recovery
  • Conference Room setup – Provide A/V support for meetings including:
    • A/V troubleshooting
    • Providing A/V accessories for conference rooms (laptop video adapters, HDMI cables, power cables, etc.)
    • Apple Airplay support
    • Setting up conference room A/V technology for large client meetings
  • VOIP phone system support
  • Inventory management:
    • Consumables inventory (toner, printer paper, thumb drives, peripherals)
    • Asset tracking: Ensure information is logged in a central database for:
      • Laptops
      • Desktops
      • Servers
      • High value IT assets (monitors, printers, etc.)
  • Other duties as required.

Other Essential Requirements:
  • Physical demands include sits, squats, bends, lifts and moves during working hours. Must be able to get under desks, behind furniture, etc.  Must be able to life 10-20 lbs. frequently and up to 50 lbs. occasionally.
  • The Senior IT Support Specialist position is an on-site position – Monday-Friday 8:30am – 5:00pm

Job Requirements
  • Minimum B.S. in Computer Science or related field.
  • 3+ years of IT experience

Required Technical Skills
  • Mac hardware and software concepts / troubleshooting
  • Windows hardware and software concepts / troubleshooting
  • iOS concepts / troubleshooting
  • Setting up and configuring computer systems, networks, printers and other peripherals.
  • Monitoring network performance, identifying and resolving issues.
  • Managing user accounts, system and server permissions, and various software applications on an enterprise level.
  • Conducting regular backups and disaster recovery procedures.
  • Basic networking skills
  • Google Workspace
  • Microsoft Office
  • Help Desk experience
  • Basic terminal commands used in troubleshooting
  • Experience and/or interest in AI

Required Non-Technical Skills
  • Customer service
  • Critical thinking and problem solving
  • Organization
  • Detail-oriented
  • Dependable, trustworthy, self-motivated
  • Excellent communication skills (verbal, written and presentation skills)      

Additional Preferred Skills:
  • Adobe Creative Cloud
  • A/V systems
  • VOIP phone
  • BASH / AppleScript / Python programming
  • SSO configuration

Our culture rewards:
  • Energy, creativity and enthusiasm
  • Ability to work autonomously or in groups
  • Team based leadership
  • A good sense of humor
  • A passionate commitment to serve clients, co-workers and community
  • Loyalty and integrity

Join our team at (add)ventures, a dynamic brand culture and communications agency that values creativity, collaboration, and innovation. We bring good people with great talent from diverse disciplines and backgrounds from all over the world to work with shared values and purpose. A human kind of brand agency offering strategy plus creative to solve problems and make people happy. Our people and culture are literally and figuratively NICE—and it’s our superpower.

(add)ventures is a mask-friendly workplace. We encourage COVID and flu vaccinations and boosters. And, we strongly recommend anyone who feels unwell to stay home to ensure a safer in-office environment for everyone.

We are an EEO/Affirmative Action employer. 

Sorry - no relocation or visa sponsorship available.


This is a non-management position
This is a full time position

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