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Help Desk Support Specialist

Company: Brockton Area Multi-Services Inc.
Location: Brockton
Posted on: January 12, 2022

Job Description:

Overview:
BAMSI. Essential employees doing exceptional work.This position will start in the office but will eventually be a Hybrid position. Work as part of the information technology team providing top-notch customer service as first tier of support for all end users across the agency. Support users over phone, email and chat while collaborating with team members to escalate and resolve technical issues. Service and maintain IT technology including computers and other devices, provide installation and updates to software and maintain inventory.BAMSI is a private, non-profit culturally diverse human services organization providing services to adults and children with developmental disabilities, mental illness, behavioral health, and public health needs. We at BAMSI believe that those we serve are capable of amazing things and deserve our best. We support them in their journeys and celebrate their accomplishments along the way.We strive to offer valuable benefits that promote a healthy work/life balance and add value to our employees lives. Our comprehensive benefits include:Generous Time Off PackageHighly Specialized Paid TrainingsHealth and Dental InsuranceLife, Short Term and Long Term Disability Insurance403B plan with discretionary matchWellness ActivitiesEmployee Assistance ProgramCareer Development Opportunities*Available benefits are based on position and scheduled hours.***As a condition of employment, successful applicants will be required to have received COVID-19 vaccination or an approved exemption as of their start date. Details relating to demonstrating compliance with this requirement will be provided to applicants selected for employment. Applicants who receive an offer of employment who can provide documentation that the vaccine is medically contraindicated or who object to vaccination due to a sincerely held religious belief may make a request for exemption.***

Responsibilities:
Responsibilities:1. Provide first tier technical support and service to on-site and remote users, serving as first point of contact over phone, email and chat applications. Must monitor and respond quickly to all incoming requests by utilizing strong troubleshooting and problem solving skills. Escalate complex issues to the appropriate specialist in the department to ensure those requests are resolved on a timely basis.2. Install, transport and maintain a range of information technology equipment including but not limited to PCs, laptops, tablets, mobile devices, A/V. Keep up to date with inventory of all hardware.3. Install, update and configure applications and endpoint operating system, updates and install patches, as well as maintaining security applications. Maintaining compliance with corporate technology use policies.4. Complete all work orders promptly utilizing the ServiceDesk application. Document all incidents and service requests including all interactions with users. Provide prompt feedback and communication to all users who place request through the Helpdesk.5. Work collaboratively with Information Technology Service Department staff to develop, implement and maintain standards for network security, data integrity and effective information systems.6. Work collaboratively with Information Technology Services Department staff to create documentation and process procedures for an effective Information Technology ServiceDesk.7. Work together with Information Technology Services Department staff in responding to current and future agency Information Technology Services needs and assist in the development of effective information systems.8. Perform duties consistent with program and agency policies and procedures.9. Execute duties to reflect reasonable safety standards. Standard/universal precautions must be utilized and training in areas that constitute risk.10. Perform other related work duties as assigned by supervisor or designee.11. Ability to move computer equipment (up to 50 pounds) from floor level to approximately 4 feet from the floor.12. Ability to frequently load and unload computer equipment into vehicles and move equipment between vehicles and buildings.13. Ability to ascend and descend stairs while transporting equipment.14. Ability to remain in a stationary position up to 50% of the time.15. Must be able to drive up to 4 hours per day.

Qualifications:
Associates degree and/or successful completion of technology certificate program such as CompTIA A+ is preferred. Minimum of one-year experience working in a Helpdesk or PC Support capacity or relevant IT experience in a professional environment. Experience in an environment supporting Microsoft Operating Systems Windows 10, Microsoft Office 365 preferred. Strong interpersonal, business and communication skills required. Must be a self-motivated individual who demonstrates good initiative, customer service approach, and attention to detail with a strong sense of urgency. Candidate should have very good trouble-shooting skills and be comfortable troubleshooting a wide range of equipment including PCs & peripherals, internet and wireless, tablets, mobile devices and AV equipment. Experience with Helpdesk ticketing applications such as ManageEngine ServiceDesk is a plus. Experience with Active Directory, MDM software and other end point management platforms are a plus. A valid drivers license in state of residence and own means of reliable transportation is required.

Keywords: Brockton Area Multi-Services Inc., Brockton , Help Desk Support Specialist, Other , Brockton, Massachusetts

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