Help Desk Specialist I

Department: Information Technology Services

Employment Type: Permanent - Full Time

Location: Downtown Boston - Tremont Street

Compensation: $46,282 / year

Description

The Help Desk Support Specialist I provides first-level technical support to agency staff across multiple locations. This role serves as the primary point of contact for IT support requests and is responsible for diagnosing and resolving hardware, software, and network-related issues.

Working within the Information Technology Services team, the Help Desk Support Specialist ensures timely resolution of service requests, maintains accurate documentation, and escalates complex issues as appropriate. This position plays a critical role in maintaining reliable technology services that support the agency’s programs and operations.

Key Responsibilities

Service Desk Operations

• Serve as the primary point of contact for staff requesting IT support.
• Respond to technical support requests via phone, email, ticketing system, remote tools, and in person.
• Log, track, and document incidents and service requests within the IT ticketing system.
• Prioritize requests and escalate issues to appropriate IT staff or vendors when necessary.
• Maintain awareness of system updates, changes, and technology improvements.

End-User Technology Support

• Diagnose and resolve hardware, software, and connectivity issues.
• Configure, deploy, and maintain desktops, laptops, mobile devices, printers, and peripheral equipment.
• Install and support agency-approved software, including Microsoft 365 applications.
• Provide remote technical support to staff located across multiple agency sites.
• Assist with workstation setup and technology onboarding for new employees.

User Account Administration

• Create, modify, and deactivate user accounts in accordance with onboarding and offboarding procedures.
• Support account administration in systems such as Active Directory, Microsoft 365, and other agency applications.
• Assist users with password resets, authentication issues, and system access requests.

Security and Compliance

• Adhere to agency IT security policies and procedures.
• Assist in identifying and reporting potential cybersecurity risks or suspicious activity.
• Support implementation of security practices including system updates, device security, and user access controls.
• Ensure proper handling of sensitive and confidential information.

Asset and Documentation Management

• Assist in maintaining accurate inventory records for IT equipment and technology assets.
• Document support activities, troubleshooting steps, and resolutions within the IT service management system.
• Contribute to the maintenance of IT support documentation and knowledge resources.

Other Responsibilities

• Perform related duties as assigned.

Skills, Knowledge and Expertise

• A minimum of a high school diploma or equivalent and up to 12 months of experience is required. Associate’s degree in Computer Science, Information Technology, or a related field preferred. Experience supporting users in a multi-site environment is a plus. CompTIA or Microsoft or equivalent technical certifications preferred. 
• Working knowledge of Microsoft Windows desktop operating systems.
• Familiarity with Active Directory user management.
• Basic understanding of networking concepts including TCP/IP, DNS, and DHCP.
• Strong customer service orientation and ability to support users with varying levels of technical knowledge.
• Ability to communicate technical concepts clearly and effectively.
• Ability to manage multiple service requests and prioritize workload effectively.
• Strong attention to detail and commitment to accurate documentation.
• Flexibility, initiative, and ability to work in a team required. 
• Ability to deal sensitively and effectively with individuals of diverse economic and cultural backgrounds.

Expected Salary: $46,282.60 USD. Salary scales are set according to an explicit compensation policy and relevant market data. Due to funding restrictions and our strong focus on internal parity, this salary is thoughtfully aligned with the duties expected for this role, and offers are firm. 

Why Work Here

• Make a Difference: Every day, your work directly impacts the lives of thousands in the Greater Boston community, empowering them and making positive, lasting change.
• Inclusive Environment: ABCD values the diversity of its workforce, with an inclusive culture that respects individuality and promotes collaboration.
• Continuous Learning: We offer numerous training and development opportunities, ensuring our staff remain at the forefront of community action methodologies and strategies.
• Comprehensive Benefits: At ABCD, we take care of our own, providing a competitive benefits package, including health coverage and retirement plans.
• A Legacy of Impact: Join an organization that boasts a legacy spanning over half a century, consistently championing the rights and needs of our community's most vulnerable.
• Teamwork & Camaraderie: Be a part of a passionate team, united in their mission to combat poverty, and ensure every individual can reach their fullest potential.