Desktop Support Specialist
Lowell, MA

Job Description

Summary

Under the direction of the Information Technology (IT) Manager, the Desktop Support Specialist provides a broad expertise of system knowledge for technical support to computer system users who contact the IT Help Desk. And also support Information System (IS) as needed.

Duties and Responsibilities

* Provides Tier 1 and Tier 2 user support for onsite and remote users.
* Troubleshoots desktops, laptops/tablets, mobile devices and printers.
* Assists with training users on desktop applications and network services.
* Assists with creating MS Active Directory accounts.
* Assists with provisioning new desktops, laptops/tablets, mobile devices, iPad and printers in accordance with LCHC guidelines and procedures.
* Assists with provisioning new phones and voicemail for users.
* Assists with troubleshooting network servers and network devices, escalates to System Engineer or IT Manager as needed.
* Assists with network server backups.
* Assists with coordinating equipment repairs with vendors.
* Assists with maintaining IT equipment inventory.
* Documents standards and procedures in relation to desktop issues.
* Utilizes Help Desk software to log support activity and monitor trends.
* Carries emergency pager and participates in an afterhours on call rotation.
* Adhere to LCHC policy and procedure
* Maintain open lines of communication with staff, peers and supervisors
* Must be flexible and adaptable based on health center requirements
* Maintains a high level of user satisfaction with IT and IS services
* Maintains a focus on information security and confidentiality

Requirements:

Knowledge

Employee must have or be working towards a Bachelors degree in a related field. Employee must have a working knowledge of computer software and applications including but not limited to: MS Windows 7/X, MS Office 2013/2016 and MS Active Directory. In addition the employee must have a good working knowledge of networking fundamentals and be familiar with the OSI model. A Microsoft Certified Technology Specialist (MCTS) certification, CompTIA A+ or CompTIA Network+ certification is desired but not required.

Experience

The employee must possess a minimum of two years general IT Help Desk and/or Desktop Support experience in a networked environment. In addition, the following characteristics are desired:

* Excellent customer service skills, in person, on the phone and in writing.
* Ability to create clear and usable documentation for all tasks performed in the position.
* Strong organizational skills and attention to detail.
* Comfortable with team-based work structure.
* Ability to demonstrate flexibility on the job.
* Demonstrates initiative, is conscientious and provides complete follow-through on areas of responsibility.

Supervisory Responsibilities

Not applicable.

Other Job Information (if applicable):

Physical Effort

* Must be able to lift and carry 35 pounds for up to 50 feet.
* Must possess the ability to look at a computer screen for extended periods of time.
* Must be able to maintain a composed and professional demeanor within a flexible and (at times stressful) work environment.

Work Schedule Monday to Friday, first shift