IT Support Specialist

Job DetailsJob Location The Community Group - Lawrence , MA Salary Range $50000.00 - $65000.00 Salary Description The IT Desktop Support specialist provides in-person, front-line technical assistance and support for all desktop and user workspace needs. This role primarily supports end users (staff and students) by responding to requests, troubleshooting basic hardware, software, and connectivity issues, assisting with the physical setup and maintenance of IT equipment and workspaces, and ensuring an efficient, organized, and secure computing environment. The Specialist is responsible for maintaining a professional appearance and demeanor, following established processes, and adhering to directions provided by the IT Help Desk Lead and Engineers. Responsibilities (include but not limited to): Provide on-site support by responding to help desk requests in person, via phone, email, or ticketing system. Troubleshoot and resolve common issues related to desktops, laptops, Chromebooks, Apple macOS devices, and mobile devices (including iOS). Set up, configure, and install computers, Mac devices, Chromebooks, peripherals, monitors, telephones, and other IT equipment at user workspaces. Conduct cable management to maintain clean, organized, and secure workstation environments. Collect, distribute, and inventory IT equipment, ensuring accurate records and asset tracking. Support end-user applications, including Windows operating systems, macOS, iOS, Chrome OS, Microsoft Office, Google Workspace, web browsers, and other approved software. Perform password resets, account unlocks, and user account maintenance (Active Directory, O365, Google Workspace), escalating as needed. Document all support interactions and asset transactions accurately in the IT ticketing and inventory systems. Maintain a high standard of professional appearance as well as polite, courteous, and effective customer service in all interactions. Follow all IT policies, procedures, and security protocols meticulously. Work under the direction of the Help Desk Lead and Engineers, promptly following technical guidance and task instructions. Escalate more complex technical issues to higher-level IT personnel, as appropriate. Participate in workspace transitions (deployments, moves, new hires, decommissions) to ensure readiness and functionality. Assist with IT asset lifecycle processes, including basic troubleshooting and hardware returns. Maintain a safe, orderly, and efficient IT work environment. QualificationsHigh school diploma or equivalent required; associate's degree, technical training, or relevant IT certifications (CompTIA A+, equivalent experience, etc.) preferred 0-2 years of experience in IT support, help desk, or customer service role. Basic knowledge of computer hardware, Windows operating systems, macOS, Chrome OS, iOS, and business software (e.g., Microsoft Office, Google Workspace). Familiarity with user account management (Active Directory, O365, Google Workspace, Apple ID/iCloud management). Experience with, or willingness to learn, cable management, workspace setup, and IT asset handling. Strong attention to detail, organizational skills, and ability to document work clearly. Outstanding verbal communication and interpersonal skills; polite, customer-focused, and able to interact professionally with all staff. Professional personal appearance and demeanor required. Ability to follow instructions and standard operating procedures from higher-level IT staff. Capable of working independently and as part of a team in a fast-paced, dynamic environment. Physical ability to lift or move equipment up to 40 lbs. Some after-hours or weekend work may be required as business needs dictate. Work Environment/Physical Requirements: Work must be performed on-site, Monday-Friday. May involve lifting or moving computer equipment, printers, or other devices (up to 40 lbs). Some after-hours or on-call support, as needed. Must have reliable access to transportation to provide service at one of TCG's many physical locations. The Community Group participates in the E-Verify program to determine the immigration and work-eligibility status of prospective employees. Please refer to the Notice of E-Verify Participation and the Right to Work documents for more information. The Community Group is fully committed to Equal Employment Opportunity and to attracting, retaining, developing and promoting the most qualified employees without regard to their race, gender, color, religion, sexual orientation, national origin, age, physical or mental disability, citizenship status, veteran status, or any other characteristic prohibited by federal, state or local law. We are dedicated to providing a work environment free from discrimination and harassment, and where employees are treated with respect and dignity.