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IT Support Specialist

2 months ago

Ashland, Massachusetts, United States Community Servings Full time
Job Overview

Position Title: Technical/Desktop Support Engineer

Reports To: Director of Information Systems

FLSA Status: Exempt

Department: Information Technology

Community Servings is dedicated to delivering medically tailored, nutritious meals to individuals and families facing chronic and critical illnesses. Our commitment extends to fostering racial and economic justice as well as health equity throughout our initiatives.

As a pioneering organization in the "Food is Medicine" sector, we provide over 1 million tailored meals each year to clients grappling with health challenges and food insecurity across Massachusetts and Rhode Island. Our mission also emphasizes the importance of supporting local food systems, offering nutrition education, and running a workforce development program in food service. Over the past 34 years, we have successfully delivered more than 13 million complimentary, scratch-made meals.

Position Summary:

The Technical/Desktop Support Engineer is responsible for providing both remote and on-site assistance, with a strong focus on user interaction. We seek candidates who exhibit technical expertise, possess excellent communication skills, and demonstrate a willingness to engage in various IT functions.

Key Responsibilities:

  • Deliver exceptional customer service by efficiently addressing and resolving technical issues through various communication channels.
  • Facilitate the onboarding process for new employees and temporary staff.
  • Install and maintain desktop and laptop systems, printers, and software, while assessing new technological solutions.
  • Monitor the performance of desktop infrastructure and recommend enhancements for increased efficiency.
  • Manage hardware and software inventory effectively.
  • Design and conduct training sessions to inform users about IT products and services.
  • Create and maintain comprehensive documentation.
  • Guide users through troubleshooting steps in a clear and patient manner.
  • Follow up with users to ensure their issues are resolved satisfactorily.
  • Represent Community Servings with professionalism and integrity, contributing to the organization's mission.

Essential Skills and Qualifications:

  • A strong passion for problem-solving coupled with analytical capabilities.
  • A patient and friendly approach, with a keen ability to listen to users' inquiries and provide effective solutions.
  • A commitment to outstanding customer service and prioritizing user satisfaction in all interactions.
  • A collaborative mindset, open to constructive feedback.
  • A desire to learn and adapt to new technologies and systems.
  • The ability to simplify complex technical processes and provide clear, step-by-step guidance.
  • Strong verbal and written communication skills.

Education and Experience Requirements:

  • A Bachelor's degree or equivalent professional experience.
  • In-depth knowledge of computer systems, with 3-5 years of experience in troubleshooting hardware and software issues.

Preferred Certifications:

  • Microsoft Certified Professional
  • Microsoft Certified Solutions Expert
  • CompTIA A+ Certification
  • HDI – Desktop Support Technician

Benefits Offered:

  • Comprehensive medical insurance
  • Life, short-term, and long-term disability insurance
  • Paid vacation, holidays, sick leave, and personal time off
  • Flexible spending accounts for medical and daycare expenses
  • Tuition reimbursement programs
  • 403(b) retirement savings plan
  • Complimentary dental insurance
  • Daily community lunch provided at no cost
  • Free parking available

Community Servings values diversity and strives to create an inclusive environment where everyone feels welcome. We celebrate and leverage a variety of lived experiences to enhance our mission.

Community Servings participates in E-Verify and will provide the necessary documentation to confirm employment eligibility in the U.S.