IT Support Specialist

1 week ago


Framingham, Massachusetts, United States Edward M. Kennedy Community Health Center, Inc. Full time
Position Overview

Are you seeking a rewarding career that contributes to health equity? Do you have a passion for assisting others?

Edward M. Kennedy Community Health Center, Inc. is a prominent community health organization dedicated to serving diverse populations. We are expanding our team to enhance our services across various locations.

We are currently looking for a Helpdesk Administrator. This role is essential in providing first-line support for a range of IT, telecommunications, and computer-related inquiries. The Helpdesk Administrator will troubleshoot, research, and resolve technical issues, responding to requests via phone and email. You will document, track, and monitor technical problems to ensure timely resolutions, relying on established protocols and guidelines.

As a valued employer, we cultivate an inclusive workplace that promotes teamwork, accountability, and respect, fostering the growth and development of every employee. We are committed to diversity and equal opportunity, and we seek individuals who are dedicated to helping others achieve healthier lives in a collaborative environment.

Key Responsibilities:

  • Diagnose, troubleshoot, and resolve software and hardware issues for users, ensuring satisfaction through follow-up.
  • Utilize remote support tools to deliver technical assistance.
  • Monitor network performance and associated devices, identifying and escalating critical incidents promptly.
  • Manage user account information, including access rights and security settings.
  • Assist in training users on basic computing skills and IT policies.
  • Stay updated on all supported software applications.
  • Employ the IT Helpdesk ticketing system to log, assign, track, and analyze all support requests.
  • Collaborate with external vendors for unresolved technical issues.
  • Travel to various sites to provide necessary technical support.
  • Offer after-hours and weekend support on a rotational basis.
  • Perform additional duties as assigned by the supervisor, including attending departmental and organizational meetings.
  • Work a flexible schedule that may include days, evenings, and occasional Saturday shifts.
Qualifications:
  • Proficient in PC operations and knowledgeable in Windows 10; familiarity with Mac OS is a plus.
  • Excellent customer service, communication, and organizational skills.
  • Understanding of networking fundamentals.
  • Basic knowledge of client-server architecture.
  • All employees are required to receive the latest COVID-19 booster and annual flu vaccine.
Benefits:
  • Competitive salary based on experience.
  • Medical insurance coverage begins on the first day of employment, with the organization covering 80% of premiums.
  • Generous paid time off policies.
  • Dental and vision insurance options.
  • 403b retirement plan with employer matching.
  • Flexible spending accounts available.
  • Employee assistance program offered.

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