Technical Support Specialist

2 weeks ago

Charlestown, Massachusetts, United States Flatwater Group Full time

Position Overview:

Job Title: IT Help Desk Support Specialist

FLSA Status: Non-Exempt

Leading Tier: Leading Self

Salary Range: $26/hr - $33/hr

Company Overview:

Flatwater Group is seeking a highly skilled individual to fulfill the role of IT Help Desk Support Specialist. This position is crucial for providing essential onsite and remote IT assistance for the U.S. National Park Service (NPS) Northeast Regional Office (NERO). The specialist will be responsible for supporting personnel and ensuring the seamless functioning of IT systems, including hardware, software, and network connectivity.

Key Responsibilities:

  • Onsite and Remote Support:
    • Deliver in-person and telephonic assistance for desktop hardware, software, and connectivity issues for NPS employees.
    • Provide remote support to NERO staff working from various locations.
  • IT Systems Management:
    • Manage a centralized help desk utilizing a web-based system to document all IT support requests.
    • Install, configure, and upgrade hardware and software in accordance with NPS standards.
  • Issue Resolution:
    • Diagnose and resolve IT challenges, escalating complex issues to NPS IT specialists as necessary.
    • Engage with vendors and technical support services for problem resolution.
  • User Account Management:
    • Utilize NPS Active Directory to manage user accounts, including unlocking and resetting network accounts.
    • Conduct network security training for new employees as required.
  • Documentation and Compliance:
    • Create technical documentation, manuals, and troubleshooting guides per NPS policies.
    • Maintain accurate records of computer equipment in compliance with NPS inventory requirements.
  • Security Protocols:
    • Respond to security alerts as directed, documenting all remediation actions taken.
    • Ensure adherence to NPS and Department of Interior (DOI) security protocols, including mandatory annual training.
  • Training and Collaboration:
    • Engage in regular meetings and planning sessions with NPS personnel.
    • Provide training and support to end-users on IT systems and software as needed.

Qualifications:

  • Proficient in Microsoft Operating Systems, Microsoft Active Directory, Adobe, Teams, Global Protect, and Microsoft Office Suite.
  • Understanding of LAN/WAN connectivity with troubleshooting capabilities.
  • Experience with helpdesk support software, such as Footprint ticketing system.
  • Strong interpersonal skills to effectively communicate with users of varying technical expertise.
  • Ability to lift and transport IT equipment weighing up to 50 pounds.

Education and Experience:

  • Bachelor's degree in computer science or a related field with 5-7 years of relevant experience.
  • Experience may substitute for formal education.
  • Previous experience in supporting IT applications within National Parks or similar environments is preferred.
  • Familiarity with commercial hardware and software relevant to the role.
  • Experience in creating technical documentation and user guides.

Work Environment:

This position typically involves the use of standard office equipment such as computers, telephones, photocopiers, and filing systems. Professional attire and adherence to company policies are expected.

Equal Opportunity Statement:

Flatwater Group is an equal opportunity employer. All qualified candidates will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Preference may be given to individuals of Indian descent in accordance with applicable laws.

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