IT Technician

Who We Are: Founded in 1891 by a group of visionary volunteers, The Trustees of Reservations (The Trustees) is Massachusetts’ premier conservation and preservation organization. The Trustees’ preserves, for public use and enjoyment, properties of exceptional scenic, historic, and ecological value in Massachusetts. Our properties are open to all, and we thrive by involving as many people as possible in all that we do. We aim to protect special places for future generations to enjoy in perpetuity, and have helped protect more than 50,000 acres, including 27,000+ acres on more than 120 reservations that are open to the public. As a non-profit conservation organization, we are funded and supported entirely by our visitors, supporters, volunteers, and our 85,000 Member households. We encourage you to learn more about The Trustees on our website, www.thetrustees.org. Posting Information: Salary Range: $68,250 - $87,750 Please note that new employees are placed in the range between $70,200 - $78,000 to allow for an equitable starting salary process and continual salary growth during an employee’s time at The Trustees. Hours per week: 40 Job Classification: Full-Time, Salaried, Exempt Job Location Type: Hybrid, 3 days/week in the office, 1 day/week on a property, 1 day/week remote Location: Lincoln, MA This role will be begin working out of our Boston, MA office 3 days per week, followed by a transition period that will move IT functions to deCordova Sculpture Park & Museum in Lincoln, MA by April 2027. Travel: Reliable transportation is required for travel to sites around the state of Massachusetts What You’ll Do: The Role: As an IT Technician, you'll serve as a first point of contact for technology support across the organization. You'll be the person who makes sure new hires have a working laptop on day one, that tickets get resolved quickly and clearly, and that our device and account records reflect reality. This is a hands-on role in a Windows environment. You need solid troubleshooting instincts, genuine curiosity, and strong customer service skills. Specifically, you'll: Support and Service Desk - Serve as first-line support for hardware, software, network, and access issues via our ticketing system, phone, and in person - Triage and resolve Tier 1 requests: password and MFA resets, application installation, printer and peripheral setup, conferencing and A/V issues - Escalate appropriately, with clear documentation - Maintain a high standard of written communication in tickets — clear and understandable - In Office and remote AV support for Zoom, Teams Onboarding and Offboarding - Execute new hire IT setup: account provisioning, group and license assignment, device configuration and shipping in a MS Entra environment - Process departures: account disablement, device recovery, license reclamation, and documentation - Track completion against deadlines so no new hire ever starts without working access Endpoint and Device Management - Stage, enroll, and deploy iOS and Windows devices through our MDM platforms (Jamf Pro, Microsoft Intune, NinjaOne) - Verify device compliance, patch status, and security agent health; remediate or escalate what's out of spec - Assist with software packaging and deployment testing under the guidance of senior team members Asset and Inventory Management - Own accuracy of the IT asset inventory: serial numbers, assignment, lifecycle status, warranty, and location - Manage stock levels for laptops, peripherals, and accessories, and flag reorder needs - Reconcile inventory against MDM and identity records on a recurring cadence Documentation and Continuous Improvement - Write and maintain knowledge base articles and runbooks for recurring issues - Identify repetitive manual work and propose or help build automation to eliminate it - Contribute to end-user IT and security awareness materials This is a full-time, exempt (40 hours/week) position reporting directly to the IT Operations Manager. Requirements What You’ll Need: Skills and Experience: - 3-6 years of experience in IT support, help desk, or a closely related technical role — internships, part-time work, and substantial personal or lab experience count - Working comfort with both macOS and Windows as an end user and troubleshooter - Understanding of core networking concepts: DNS, DHCP, VPN, Wi-Fi, and how to troubleshoot connectivity problems - A methodical troubleshooting approach - Clear written and verbal communication, and patience with non-technical users - Reliability, discretion, and good judgment with confidential information and privileged access - Ability to lift and move computer equipment and be onsite as required - Familiarity with an MDM platform (Jamf Pro, Intune,) or an RMM tool - Experience with a cloud identity provider (Microsoft Entra ID, Okta, Google Workspace) - Microsoft 365 administration basics (Exchange Online, SharePoint, Teams, Voice) - Experience with a ticketing platform such as, FreshWorks, or ServiceNow Eligibility Criteria: - Current authorization to work in the United States – a candidate must have such authorization by their first day of employment. - A valid driver’s license, access to a personal vehicle, as well as a satisfactory driving record as outlined in The Trustees’ driving policy. - A satisfactory criminal background (CORI) check. Don’t quite have all the skills and experience listed above? We still want to hear from you! Research shows that historically marginalized groups are less likely to apply if they do not meet every single requirement. We are committed to building a diverse team and encourage you to apply even if you are missing some of the skills and experience above. Questions? Contact our People team at people@thetrustees.org Benefits Your Benefits: - Sick time: 15 days per year - Vacation time: 20 days per year (prorated) - 12 observed holidays, 3 floating - Health insurance: You are eligible to participate in the Trustees health insurance benefit via Blue Cross Blue Shield (BCBS). BCBS also offers additional benefits, such as fitness reimbursement and rewards for healthy habits. - Short-Term and Long-Term Disability Insurance - Massachusetts Paid Family Medical Leave - Life Insurance - 401k with 5% match after 1 year of employment - Employee Assistance Program: Free access to a confidential service that helps employees and their communities with personal and work-related issues, such as mental health support, counseling, and financial advice. - Reciprocity: Enjoy access to free and discounted admission and membership to more than 50 nearby museums and cultural institutions for Trustees Staff, Volunteers and Interns. - Discounts: Enjoy free entry to all Trustees properties, discount event tickets, and discounted merchandise at our stores and on stays at our inns. - Day of Wonder: Spend one workday per year to exploring a Trustees property - Day of Service: Spend one workday per year to helping with a project at a Trustees property Equal Opportunity and Diversity: The Trustees is a proud equal opportunity employer and does not discriminate against any protected status including, but not limited to, age, race, ethnicity, sex, gender, sexual preferences, nation of origin, religion, or disability status and strongly encourages applications from people of color, persons with varying abilities, women, and LGBTQ+ applicants. We aspire to reflect and effectively serve the residents and communities of Massachusetts, who are at the core of our mission. The Trustees’ commitment to advancing the organization’s vision for this work may be found here: Diversity, Belonging, Inclusion and Equity. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. We are committed to creating an inclusive and accessible work environment. To request reasonable accommodation during the application or interview process, please contact us at people@thetrustees.org.