Information Technology Help Desk

2 weeks ago

Boston, United States New Era Technology Full time

Legislative Information Services – IT Help Desk


This position is a part of the Legislative Information Services (LIS) Help Desk group at a General Court. The role of the Help Desk Technician is to assist users who are experiencing any procedural or operating difficulty with the use of IT applications, products or services.


As the Help Desk Technician is the first point of contact for all user support questions and problems, it is a critical role whose success depends on upon providing users with prompt and effective solutions.


Typical Duties and Responsibilities

  • Provides support for all Information Technology products and services. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy. Additionally, it may involve troubleshooting printer issues and resolving difficulties with Hearing Room and Chamber technology.
  • Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
  • Determines most effective manner to resolve end user technical issues. Engages in research and in-depth troubleshooting to resolve problems. Consults with Operations group when necessary.
  • Verifies that suggested solutions effectively resolve the user’s problems through verbal and/or e-mail follow up. Engage customers for feedback and opportunities for improvement.
  • Perform remote troubleshooting and support when appropriate.
  • Learn and incorporate any necessary new skills and processes to provide service on new and evolving environment.
  • Utilize industry standards in creating, maintaining, and utilizing ticketing system. Update ticketing system with accurate and timely information
  • Expand and utilize knowledge base system to increase resolution times.
  • Monitor environment to ensure that all desktops and laptop PCs remain in compliance.
  • Install, test, and configure new workstations, peripheral equipment, and software.
  • Maintain inventory of all equipment, software, and software licenses.
  • Assist with onboarding and training of new users.
  • Escalate unresolved tickets in a timely manner through appropriate levels of escalation.

Professional Knowledge and Skills

  • Expert knowledge of Microsoft Windows 10/Office 365 in an Active Directory environment.
  • Working knowledge of Microsoft Active Directory, Group Policy, Windows Print Services, Shared Directories, and other network services.
  • Experience configuring, maintaining, and supporting HP network printers and enterprise level MFPs (Xerox, Ricoh, HP, etc.)
  • Possession of excellent analytical, problem solving, interpersonal, oral and written communication skills.
  • Working knowledge of TCP/IP networking, including DHCP, ARP, DNS, routing and switching.
  • Ability to independently initiate, manage, execute, and report tasks, as identified.
  • Experience with an enterprise level ticketing system.

Experience and Education

  • Associates degree in Computer Science or related discipline preferred. Relevant experience may substitute for the degree requirement on a year for year basis.
  • 3+ years work experience providing end user support for network printers, workstations running Windows 7 or greater in an Active Directory environment.
  • CompTIA A+, Network+, or Microsoft certification preferred.


Work Environment and Physical Requirements

Work environment includes typical computer related noise levels and paper and equipment generated dust. Exposure to video display terminals occurs on a regular basis.

Incumbent is on call to provide support services during off hours. Moderate lifting may be required.


This is a 12 month contract.

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