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Desktop Support Specialist
Ref No.: 18-03867
Location: Boston, Massachusetts
Desktop Support is responsible for Customer/User satisfaction as it relates to IT services and support. Acts as support technician for sites as assigned and will perform tasks associated with managing, prioritizing, and resolving Help Desk tickets.

Duties:
  • Maintains the IT inventory database.
  • Provides support of personnel as it relates to the use of equipment and software
  • Assess, debug and resolve technical problems associated with desktops and system peripherals.
  • Performs all duties in a respectful and professional manner.
  • Performs all duties in accordance with EOHHS policies and procedures.
  • Performs all business administrative duties in a timely and accurate fashion.
  • Participate in projects and meetings as required.
  • Support of personnel as it relates to the use of equipment/software in the EOHHS enterprise environment as needed.
  • Coordinate site visits with service providers.
  • Assists with troubleshooting and resolving Network issues as required.
  • Assist with the Monitoring and Maintaining the health and integrity of the network
  • Assist with local backup and restore process as required
  • After hours support as authorized and required
  • Responsible to perform related duties as required.
  • 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.
  • Utilize any and all resources available through EOHHS and other sources for assistance with problem resolution.
  • Implementation of EOHHS IT enterprise images for PC's (Desktop/Laptop) 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 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 desktops.
  • Assist with site specific projects as related to network infrastructure & server support
  • Install, configure and support state issued mobile devices
  • Assists with troubleshooting and resolving Network issues and infrastructure as required.
  • Assist with local backup and restore process to include swapping tapes, restoring files, and transfer of media as required
  • Support, trouble shoot and configure remote access to assist network users with connectivity to EOHHS network from non-magnet connections.
  • Perform all duties as required and directed.
Qualifications:
  • Knowledge of hardware / Microsoft operating systems through current version
  • Experience supporting MS Office Suite
  • Experience working with Active directory
  • Knowledge of and experience with the Local Area Networks (physical and logical).
  • Knowledge of capabilities and limitations of computer hardware (PCs, Laptops, Printers & Peripherals).
  • Knowledge of IT industry standards.
  • Knowledge of the principles, practices and techniques of professional writing and communication methods.
  • Ability to follow oral and written instructions.
  • Ability to understand the laws, rules, regulations, policies, and procedures, standards and guidelines governing all EOHHS activities
  • Knowledge and experience with basic security measures and requirements
  • Valid drivers' license and access to a vehicle
  • Ability to lift up to 35lbs & push 65Lbs