Technical Support Specialist
2 weeks ago
We are seeking a highly skilled Technical Support Technician II to join our team at the Massachusetts Water Resources Authority. This is a critical role that requires a strong technical background and excellent communication skills.
Key Responsibilities- Provide Tier 2 technical support for a wide range of computer hardware, peripheral devices, and software-related issues.
- Configure, test, and install computer hardware, software, and peripheral products for the MWRA.
- Assist with the evaluation, testing, and certification of new and emerging computer technology products.
- Participate in computer hardware, software, network, or peripheral device project teams to assist MWRA users with introduction to new or modified computer environments.
- Work with vendor support as needed to troubleshoot issues.
- Follow all established documentation and inventory procedures.
- Travel to MWRA sites as needed to provide onsite technical support.
- A Bachelor's degree in management science, engineering management, computer science, or a related field.
- A minimum of two years' experience with Technical Support Technician duties.
- Knowledge of computer hardware, software, and peripheral operation.
- Demonstrated ability to troubleshoot, diagnose, and resolve PC hardware, software, and peripheral device problems.
- Excellent analytical and interpersonal skills.
- Strong written and oral communication skills.
- Knowledge of the following:
- Current Microsoft Windows Desktop and Server Operating Systems, Mac OS.
- Current Microsoft Office Suite.
- Graphics/Presentation Software such as Corel Draw, PowerPoint, Visio, Adobe Suite, AutoCAD, Fast Stone, and Arc Info Suite.
- Hardware Environment: Desktops, mobile devices, multi-function devices, audio-visual equipment, and various peripherals.
- Network: Ethernet, TCP/IP, Wireless Networks, Active Directory, and DNS concepts.
- Ticketing software: Maximo ICD, Remedy, Salesforce.
- Unified communications platforms: WebEx, MS Team.
- A valid Massachusetts driver's license for travel between worksites.
- A+ or a specific OEM certification.
- ITIL Foundations Certification or the ability to obtain within a year.
- Windows OS and Office Suite certifications.
The work environment is a moderately loud office setting. The employee occasionally works in various field settings and in an office environment.
The Massachusetts Water Resources Authority is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, national or ethnic origin, age, religion, disability, sex or gender, sexual orientation, gender identity or expression, or veteran status.
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