IT Support Engineer

Job Description

Arch Painting is looking for a hands-on, motivated IT Support Engineer to join our Technology team at our Woburn, MA corporate headquarters. As an IT Support Engineer at Arch Painting, you’ll be a trusted resource across the organization, delivering responsive, hands-on support that keeps our team productive and secure. You’ll play a key role in ensuring employees have the tools, systems, and guidance they need to work efficiently—whether they’re in the office or remote. As our IT Support Engineer, you will take pride in providing dependable, customer-focused service and in owning the overall day-to-day technical support experience for the business.

Each day will bring a mix of hands-on challenges and opportunities to apply your technical know-how in meaningful ways. You’ll work closely with team members across departments, understanding their unique needs and delivering personalized, reliable support. Whether you're setting up new equipment, resolving software issues, or guiding users through unfamiliar tools, you'll serve as a trusted problem-solver who takes initiative and follows through. You will help bridge the gap between technology and day-to-day operations—implementing practical, effective solutions that keep our business running smoothly.

We are seeking someone who is hungry, humble, and smart – a true team player who’s eager to learn, not afraid to get their hands dirty, and committed to delivering an amazing user experience.

Key Responsibilities:

End-User Support:

Serve as the primary support contact for on-site staff at the Woburn headquarters, remote employees nationwide, and occasional travel to our Fall River office

Triage, manage, and resolve end user laptop and mobile device hardware, software, network, printing, and related technical support requests using Arch Painting’s Service Management/Help Desk platform

Troubleshoot and resolve technical problems promptly in person as well as for remote employees

New hire onboarding: Set up and configure laptops, peripherals, and user workstations, setting up user workspace, building monitor stands, and basic technology training

Document common issues and solutions, and help build and maintain Arch Painting’s standard operating procedures and user-facing 'how-to' guides

Teach and train users on best practices and how to effectively adopt and use our technology platforms to be more self-sufficient and productive

System and Platform Administration:

Assist with Microsoft 365 administration such as Teams, EntraID, Intune, SharePoint/OneDrive, and other Admin centers

Review, report on, and administer our various tools and technology platforms including, but not limited to remote management, patching, vulnerability management, email security, network

Support individual VoIP phone setups and the organization’s contact center/call center platform, including ongoing administration and maintenance.

Ensure security measures are in place, participate in patching and vulnerability remediation efforts, and adhere to company policies and procedures

Process, Reporting, and Engineering Initiatives:

Help create and maintain executive summary and project status reports for leadership

Vendor management, asset inventory, and lifecycle management tracking and reporting

Contribute to automation and scripting efforts to reduce manual tasks and improve operations

Assist with R&D and PoV/PoC evaluation of new technologies to improve business operations and minimize risk

Support ongoing and upcoming IT projects in coordination with the VP of Technology

Preferred Qualifications:

Must-Have:

2 – 5 years of experience in an IT support or systems administration role

Strong customer service, communication, writing/documentation skills, and follow-through

Basic understanding of networking concepts

Basic understanding of audio/video setup and troubleshooting

Comfortable with new workstation setup and configuration, desk/office setup and support, and basic office IT cable management

Experience using a ticketing system to manage support queries

Willingness to be onsite full-time in Woburn, MA, with occasional travel to Fall River, MA

Ability to complete physical requirements of the job, which include but are not limited to, the following; lift and/or carry up to 50 lbs; stand/sit for extended periods of time; push/pull hardware and equipment; stoop, kneel or crouch; use fingers/hands to manipulate cabling; reach above head or below knee level; and the ability to work around IT closets and material handling equipment.

Nice-to-Have:

Familiarity with NetSuite (user support or administration)

Experience supporting or managing 8x8 or another VoIP contact center platform

Working knowledge of Atlassian tools (Jira, Service Management, Confluence)

Exposure to Amazon Web Services (AWS)

Experience with scripting and automation concepts and tools (Power Platform, PowerShell, and Intune)

Apple Business Manager and Android Enterprise

Previous experience working with an MSP/MSSP model

Understanding of cybersecurity frameworks (ideally NIST CSF 2.0)

Full-time