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Desktop Support
Ref No.: 18-01562
Location: Boston, Massachusetts
  • Respond and resolve tickets and incidents in accordance with EOHHS IT policies and procedures as they relate to customer support and updates
  • Maintain inventories of all EOHHS IT assets using the EOHHS inventory collection process to secure Commonwealth assets.
  • Manage the upgrade of hardware & software when necessary to insure that all services are provided in a secure and timely fashion.  This includes but is not limited to new Anti-Virus, Operating System patches, or other mandated software upgrades as directed by EOHHS standards and practices.
  • Clearly communicate and/or escalate to their supervisor any IT operations issues or disruptions (planned or unplanned) to minimize user impact. 
  • Assist Telecom with movement of IP phones as required. 
  • Work collaboratively with internal and external groups in a team environment to improve overall customer service and support.  
  • Provide / Utilize any and all resources available through EOHHS and other sources for assistance with problem resolution.
  • Implementation of EOHHS IT enterprise images for Desktops /Laptops according to EOHHS procedures and policy to insure a consistent environment.
  • Responsible for timely response and support during scheduled and authorized non-business hours to insure continuity of services to the network environment.
  • Install and move assets as required according to EOHHS policies and procedures
  • Assist / lead with meetings special projects and other requests as required to maximize the efficient use of IT resources.
  • Complete all activities within EOHHS security policies and practices to insure the safety and privacy of data, its clients and its resources.
  • Act as the contact person for office wiring/cable installations and performs related duties as required.
  • Required to travel to various sites as needed or requested.
  • Participate in team meetings as required
  • Manage site specific projects as related to network infrastructure & server support
  • Install, configure and support state issued mobile devices
  • Troubleshooting and resolving Network issues and infrastructure as required.
  • Configure and maintain backup and restore process to include swapping tapes, restoring files, and transfer of media in accordance with EOHHS policies and procedures
  • Support, trouble shoot and configure remote access to assist network users with connectivity to EOHHS network from non-magnet connections.
  • Participate in the development of the documentation of servers, infrastructure and practices by providing written and/or verbal communications to effectively maintain a resource of standard practices.
  • Provide consultative IT services to IT management and site teams as needed
  • Mentor other IT professionals to insure their professional growth and skill set improvement
  • Utilize Network Administrative Tools to manage the network and ensure efficiency of system resources
  • Build and restore severs as required
  • Maintain Disaster recovery package for server rooms as required
  • Review server event logs on a daily basis to ensure optimal performance and identify potential issues
  • Perform all duties as required and directed.
  • Valid driver's license and access to a vehicle
Essential Skills:
  • Accomplishment and proficiency in performing all general and detailed responsibilities and duties
  • Ability to work independently with limited direct supervision as needed to accomplish the responsibilities of the position
  • Ability to monitor desktops / Servers and associated network performance
  • Working knowledge of how IT Operations group supports the agency's business needs
  • Working knowledge of Helpdesk systems
  • Knowledge of the reporting structure and workings of state government
  • Skill growth and knowledge attainment in emerging technologies in addition to proficient in MS Office
  • Excellent communication skills, verbally and in writing