IT Solutions Specialist

Job Title: IT Solutions Specialist

Department: Information Technology

Department Location: Littleton, MA

Reports To: Director, Digital Workspace

Career Stream: Individual Contributor

Classification: Hybrid/On-site with local travel

Exemption: Exempt

Pay Grade: 9

Pay Grade Range: $26.98 - $33.72

Actual compensation offered may vary from the posted pay grade range based on factors such as relevant experience, time in role, base salary of internal peers, prior performance, business sector, licensure requirements and/or skill level, and will be finalized at the time of offer.

FUNCTION:

The IT Solutions Specialist role is responsible for delivering first-line technical support to end-users across the organization. This position focuses on resolving routine IT issues, escalating complex problems appropriately, and ensuring a consistently high level of customer service.

As part of the Digital Workspace team, the IT Solutions Specialist plays a hybrid role that combines frontline support with platform stewardship. This includes supporting users, managing enterprise platforms, and contributing to strategic IT initiatives that enable secure, scalable, and modern workplace experiences.

This role also includes onsite support at branch locations throughout Central Massachusetts, requiring weekly local travel to ensure consistent IT service delivery and effective stakeholder engagement.

ESSENTIAL JOB DUTIES:

End-User & Device Support

• Provide Tier 1-3 support for desktops, laptops, mobile devices, printers, and peripherals.
• Troubleshoot OS, application, and network connectivity issues across Windows, iOS, Android environments.
• Support onboarding/offboarding processes, device provisioning, and user access management.
• Deliver onsite support to branch offices across Central MA as needed.
• Maintain accurate documentation of support requests, resolutions, and SOPs.

Platform & Systems Administration

• Manage and optimize Microsoft 365 services (SharePoint, Teams, Exchange Online, OneDrive).
• Administer Entra ID, Trad Active Directory, GPO, Conditional Access, DLP, and Microsoft Purview policies.
• Support Sentinel integration and incident response workflows.
• Lead patching and vulnerability management across endpoints and infrastructure.

Networking & Infrastructure

• Administer Cisco Meraki or similar networking platforms.
• Monitor performance, implement upgrades, and ensure secure connectivity.

Project & Process Leadership:

• Drive cross-functional IT projects from planning to execution.
• Coordinate release cycles, change management, and stakeholder communications.
• Support Jira workflows, automation, and integrations; assist with Confluence and Atlassian tools.

Governance & Vendor Management:

• Ensure compliance with IT policies, procedures, and audit requirements.
• Own relationships with key vendors and service providers.
• Manage contracts, renewals, and performance metrics.

Qualifications:

• Bachelor's degree in Information Technology or related field (or equivalent experience).
• 3+ years of experience in IT support, systems administration, or digital workspace roles.
• Strong expertise in Microsoft 365, Entra ID, and cloud security frameworks.
• Experience with Cisco Meraki or similar networking technologies.
• Familiarity with Microsoft Administration, Power Platform, Purview, Jira, and Confluence.
• Excellent problem-solving, communication, and project coordination skills.
• Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator, Security+, or ITIL are a plus.
• Valid driver's license and ability to travel locally to branch sites as needed.

WORK ENVIRONMENT:

• Hybrid Work Environment: This position offers a hybrid work environment, combining remote work with regular on-site days at the Littleton Headquarters. This work environment is subject to change based on business needs.
• Professional office environment.
• Regular use of computers, phones, and standard office equipment.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• This is a largely sedentary role.
• While performing the duties of this job, the employee is regularly required to stand, talk, hear, and use hands and fingers to handle, feel or operate objects, tools, or controls and to reach with hands and arms.
• This role routinely uses standard office equipment such as computers, phones, photocopier/scanner, and fax machines.
• Ability to travel to other work locations as required.

About Workers Credit Union: Since 1914, Workers Credit Union has existed to Improve the Daily Lives of our Members. We deliver on our core purpose by partnering with our members to help them make their best financial choices and improve their financial wellness. We call this The Workers Way and this is at the center of everything we do. Through our specialized financial counseling, we are pioneering a new member experience through high-touch service and convenient technology. We have grown to over 2.6 Billion in assets and serve over 120,000 members. We are one of the top performing credit unions in Massachusetts with big plans for the future!

Benefits:

• Comprehensive medical, dental and vision plans
• Basic life and AD&D insurance, short-term disability and long-term disability
• 15+ days of paid time off (PTO) per year
• Up to 16 hours of volunteer time off (VTO) per year
• 11+ paid holidays
• 401(k) that includes a Safe Harbor Match of up to 4%.
• Tuition Reimbursement Program
• Mental health resources including an Employee Assistance Program (EAP)
• Individualized learning and development programs

EEO Statement: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.