Help Desk Specialist
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Job Location:
Brockton, MA - USA
Monthly Salary:
Not Disclosed
Posted on:
17 hours ago
Vacancies:
1 Vacancy
Job Summary
Schedule: 40 hours / hybrid - Brockton MA
General Summary
Provide first-level technical support for on-site and remote users ensuring timely resolution of issues and exceptional customer service. Service and maintain IT hardware and software document incidents and assist in compliance with security and technology standards.
Key Responsibilities
- Serve as the first point of contact for technical support via phone email chat and in-person.
- Monitor and respond promptly to service requests; prioritize and escalate issues according to established SLAs.
- Troubleshoot and resolve hardware software and connectivity issues for desktops laptops mobile devices and A/V equipment.
- Install configure and transport IT equipmentincluding PCs laptops printers tablets mobile devices and A/V systemsand ensure proper setup and functionality
- Install configure and update business applications and operating systems; apply security patches and maintain endpoint protection.
- Maintain accurate inventory of IT assets and assist with lifecycle management.
- Document all incidents and service requests in the ITSM platform ensuring clear communication with users throughout resolution.
- Collaborate with IT Services to develop and maintain knowledge base articles and standardized procedures.
- Support compliance with network security data integrity privacy and organizational technology policies
- Participate in cybersecurity training and maintain current knowledge of the agencys incident response plan.
- Immediately report any suspected or confirmed security incidents in accordance with the Incident Response Plan and established security protocols.
- Ensure adherence to organizational security standards data privacy policies and applicable regulatory requirements in all IT operations and user interactions.
- Maintain current knowledge of emerging technologies.
- Participate in planning for future technology needs and system improvements.
- Perform other duties as assigned.
Physical & Travel Requirements
- Ability to lift move and transport IT equipmentincluding computers printers and A/V devicesbetween locations.
- Ability to climb stairs occasionally use ladders and maneuver under furniture.
- Ability to remain seated or stand for extended periods.
- Must be able to drive up to 4 hours per day; valid drivers license and reliable transportation required.
- Perform all duties in compliance with organizational safety policies and commonly accepted workplace safety standards.
Qualifications
- Associate degree or technology certification (e.g. CompTIA A) preferred.
- One year of help desk or technical support experience preferred; equivalent combination of education certifications and demonstrated technical skills will be considered.
- Proficiency with Microsoft Windows Office 365 and endpoint management tools.
- Strong troubleshooting skills across hardware software and networking.
- Excellent communication and customer service skills are required.
- Experience with ITSM platforms (e.g. Freshservice ServiceNow) preferred.
- Familiarity with EntraID Active Directory MDM solutions and remote support tools a plus.
Required Experience:
IC
Key Skills
- user account
- Active Directory
- Customer Service
- Information Technology
- desk support
- End user
- Project Management
- Phone Calls
- service levels agreement
- Desk Staff
- Ltil
- Procedures
- Setup
- hardware
- Technical Support
About Company
At BAMSI, we create equal opportunities for those with developmental disabilities and mental/behavioral health challenges. View our programs: home, health, kids and community.
