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IT Support Specialist

2 months ago

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

Are you seeking a fulfilling career that makes a difference? Do you have a strong commitment to health equity and enjoy assisting others?

Edward M. Kennedy Community Health Center, Inc. is a prominent community health organization dedicated to serving diverse populations. As we expand our operations, we are looking for a Helpdesk Administrator to join our team. This role is crucial in providing essential user support for various technology and telecommunication inquiries. You will be responsible for identifying, researching, and resolving technical issues, responding to support requests via phone and email, and documenting all interactions to ensure timely resolutions.

Our organization values an inclusive work environment that promotes teamwork, accountability, and respect. We are committed to fostering the growth and development of our employees. We welcome individuals who are passionate about improving health outcomes and thrive in a collaborative setting.

Key Responsibilities:

  • Diagnose, troubleshoot, and resolve software and hardware issues for users, ensuring follow-up for satisfaction.
  • Utilize remote support tools to assist users effectively.
  • Monitor network performance and identify critical incidents, escalating them with urgency.
  • Manage user account information, including permissions and security settings.
  • Provide training to users on basic computing skills and IT policies.
  • Stay updated on all supported software applications.
  • Use the IT Helpdesk ticketing system to manage and analyze support requests.
  • Collaborate with external vendors for unresolved technical issues.
  • Travel to various locations to provide on-site technical support as required.
  • Offer after-hours and weekend support on a rotational basis.
  • Complete additional tasks as assigned by supervisors, including attending meetings and training sessions.
  • 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 advantageous.
  • Excellent customer service, communication, and organizational skills.
  • Understanding of networking principles.
  • Basic knowledge of client-server architecture.
  • Compliance with health center requirements for vaccinations.
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 programs.

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