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 in search of a Helpdesk Administrator. This role is essential in providing first-line user assistance for a range of IT, telecommunications, and computer-related inquiries. The Helpdesk Administrator will identify, investigate, and resolve technical issues, responding to both phone and email requests for support. It is crucial to document, track, and monitor technical problems to ensure timely resolutions, relying on established guidelines and instructions.

Our inclusive workplace promotes teamwork, accountability, and respect, fostering the professional growth of every employee. We are committed to being an equal opportunity employer, valuing the diversity of our staff and the communities we serve. If you are dedicated to helping individuals lead healthier lives and thrive in a collaborative environment, you may be a great fit for our organization.

Key Responsibilities:

  • Diagnose, troubleshoot, and resolve software and hardware issues for end users, ensuring follow-up to confirm satisfaction with resolutions.
  • Utilize remote support tools to deliver technical assistance.
  • Monitor network systems and associated devices for potential issues, escalating critical incidents with urgency and ownership.
  • Manage user account information, including rights, security, and group assignments.
  • Assist in training users on fundamental PC skills and computer usage protocols.
  • Stay updated on all supported software applications.
  • Employ the IT Helpdesk ticketing and knowledgebase system to log, assign, track, close, and analyze all support requests.
  • Collaborate with external vendors to resolve technical issues that cannot be addressed internally.
  • Travel to various sites to provide technical support as necessary.
  • Offer after-hours and weekend support on a rotational basis.
  • Execute additional duties and responsibilities as assigned by the supervisor, including attending relevant meetings and training sessions.
  • Work a flexible schedule that may include days, evenings, and occasional Saturday shifts.
Qualifications:
  • Proficient in PC skills and knowledgeable in Windows 10; experience with Mac OS is a plus.
  • Exceptional customer service, communication, and organizational skills.
  • Understanding of networking fundamentals.
  • Basic knowledge of client-server architecture.
  • Compliance with health center requirements for COVID-19 vaccinations and annual flu shots.
Compensation and Benefits:
  • Competitive salary based on relevant experience.
  • Medical insurance coverage begins on the first day of employment, with the health center 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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