NEW JOB OPENING
SENIOR HELPDESK SUPPORT SPECIALIST
IN Braintree, MA, USA!

***Only qualified Senior Helpdesk Support Specialist candidates located near the commutable Braintree, MA area to be considered due to the position requiring an onsite presence***



Required Education:

Bachelor’s degree in Computer Science, Management Information Systems, or a related field from an accredited institution of higher education is required



Preferred Certifications:

• A+ and Network+ certifications

• Microsoft role-based certifications



Required Skills, Experience and Knowledge:

• Experience supporting Microsoft Windows 10/11 and Windows Server

• Experience with mobile device management for iOS, Android and other supported client devices

• Experience troubleshooting hardware, software and networking systems

• Experience with cloud computing and cloud technologies

• Organized self-starter and effective collaborator, showing strong interest in systems and process improvement

• Demonstrated ability to analyze business situations, create processes, and demonstrate problem solving and analytical thinking skills for successful support

• Strong communication skills with the ability to tailor information that establishes rapport

• Strong Analytical and troubleshooting skills

• Excellent verbal and written communications skills

• Demonstrate strong organizational and customer service skills, and attention to detail

• Knowledge of Microsoft Office 365

• Knowledge of managing user accounts, groups, and permissions in Microsoft Active Directory is required

• Strong team player with ability to develop successful working relationships with various IT departments across a large enterprise



Preferred Skills, Experience and Knowledge:

• Minimum 5-10 years of technical support experience or experience working on a help desk/service desk handling tickets

• Knowledge of Claris FileMaker

• Knowledge of Microsoft Azure and Microsoft Entra

• Microsoft role-based training



Client is seeking to hire a Senior Helpdesk Support Specialist. The Senior Helpdesk Support Specialist is the first technical point of contact for the Client. The primary role of the Senior Helpdesk Support Specialist is to handle and process common end-user support inquiries and resolve technical problems in collaboration and communication with internal Client’s End User Support teams and external Commonwealth partners and vendors. They will work closely with agency business units during multiple phases of upcoming technology and office expansion projects. Incumbents of this position will report to and be supervised by the IT End User Support Manager. Job training, guidance on procedures, instructions on work assignments, and work performance reviews will be provided to ensure accuracy and completeness of work, as well as compliance with policies, procedures and best practices.



Key Responsibilities:

• Assist in the management of the helpdesk backlog and queue

• Responding promptly to all helpdesk requests via phone, email or in-person support

• Determine level of support required to escalate and resolve issues through appropriate channels for all system-related issues

• Support and maintain desktop, laptops, peripherals, and related technologies

• Conduct desktop imaging and device configuration protocols

• Set up new users and computers and support onboarding and off boarding activities

• Diagnose and resolve problems according to standard operating procedures and knowledgebase documents

• Develop and maintain documentation as required to support and maintain business applications

• Notify End User Support Manager or designee of complex issues, major incidents, or insufficient documentation

• Verify and confirm customer data and documents as required for support

• Troubleshooting and perform network analysis to address issues with network infrastructure (LAN/WAN/AP)

• Perform software and hardware installations

• Conduct and assist in inventory asset management, account management and end-use training

• Assist in supporting and administering third-party platforms

• Assist in supporting and administering in-house platforms

• Participate in all internal office moves, additions, and subtractions of staff and/or equipment

• Troubleshoot application functionality and availability challenges



Other Duties and Responsibilities:

• Uphold the highest standards of personal, professional, and ethical conduct

• Take personal accountability for maintaining technical expertise.

• Assist in the development of technology innovation to advance agency IT needs

• Demonstrate experience supporting Microsoft Office suites (Word, Excel, Outlook, PowerPoint, and Access) and other M365 applications

• Must be able to lift 35 pounds and push 65 pounds of equipment

• **Only those lawfully authorized to work in the designated country associated with the position will be considered.**

• **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**