Help Desk Specialist

Our client is seeking a Help Desk Specialist/Service Desk Technician with at least five years of experience to support the information technology needs, operations, systems, maintenance and other duties in support of the mission of the IT Services Department. The position requires a balance of technical knowledge of infrastructure deployments along with strong task management.

Location: Boston, MA

Requirements

Responsibilities

A. Monitors, assigns, re-assigns, takes ownership, works, escalates, resolves and closes Service desk tickets within acceptable time limits and with the highest level of customer service.

B. Participates in the daily activities required to assist end users in their various IT related needs including but not limited to applications, telephony, networking, imaging services, electronic document management systems (EDMS), deployments, wireless devices, VPN, email, peripherals, printing, desktop/laptop support, etc.

C. Participates in the daily activities required for the operation, procedures and maintenance of the Secretariats' various computer systems and applications including the network, email, peripherals, hardware/software/application inventories, WAN, Wifi and other remote connections, etc.

D. Diagnoses and repairs problems associated with the Secretariat's personal computers, laptops, printers, and various other computer hardware, software or peripheral equipment.

E. Creates, changes and terminates Microsoft Active Directory and Exchange user and machine accounts, adds, changes and terminates access to network resources through file/folder management via group creation, share restrictions, security lists and other means.

F. Adds, changes and deletes users to/from Microsoft Exchange distribution lists.

G. Creates, changes and terminates Avaya telephone extensions and voicemail user accounts.

H. Experience supporting desktop/server operating systems and technologies such as, DNS, VMware, Azure MFA, InTune & SCCM.

I. Familiarity with Powershell scripting a plus.

J. Configures and/or modifies and deploys mobile devices.

K. Creates, changes and terminates user accounts for third party and other systems where appropriate and applications.

L. Trains end users when needed or requested. Trains and/or cross-trains other co-workers in the IT Services Department when needed or requested.

M. Assists when requested in Secretariat and Agency information technology projects.

N. Researches, reviews and recommends software and hardware, making recommendations to optimize IT performance and to prevent future problems

Qualifications

A. An ability to communicate effectively orally and in writing, ability to write concisely, to express thought clearly and to develop ideas in logical sequence.

B. A working knowledge of the types, concepts, techniques and applications of Information Technology. C. A working knowledge of the capabilities and limitations of computer hardware and software.

D. A working knowledge of cybersecurity best practices

E. An ability to work independently and in a team setting with others professionally and respectfully.

F. An ability to analyze and determine the applicability of Information Technology to draw conclusions and make appropriate recommendations.

G. An ability to adjust to changing situations to meet emergency or changing program or production requirements.

H. A working knowledge of Microsoft Active Directory Services, Exchange Services, Operating Systems and Office Suite including MS Teams

I. An ability to anticipate and analyze difficult situations and take corrective action to prevent problems from reoccurring.