Helpdesk Support Specialist
Lowell, MA

Job Description

Under the direction of the Information Technology (IT) Manager, the IT Helpdesk Support Specialist will provide a broad expertise of system knowledge for technical support to computer system users who call the Information Technology help desk. And also support Information System (IS) as needed.

Duties and Responsibilities:

Provided point of contact for all customer technical support needs

Responds to incoming end-user support requests via telephone, helpdesk software, or in person and triage issue to IT or IS

Troubleshoot desktop, laptop, printers and other mobile devices

IT asset and inventory management

Prioritizes and schedules IT services requests and escalates issues to senior staff when required

Assist in coordinating equipment repairs with vendors

Create MS Active Directory accounts

Present IT New Hire Orientation to all incoming employees as well as prepare all equipment requested

Document standards and procedures in relation to desktop issues

Utilize LCHC's help desk software to log support activity and monitor trends

Participate in an after-hours on-call rotation

Perform other duties as assigned

Adhere to LCHC policy and procedure

Monitor information security best practices

Provide excellent customer service to all patients and staff

Will be a member of projects teams as assigned by IT Manager

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: Bachelor's degree preferred but not required. Must have a working knowledge of computer software and applications including but not limited to: MS Windows 7/10, MS Office 2010/2016 and MS Active Directory. In addition, he candidate must have good working knowledge of networking fundamentals and must be familiar with the OSI model. A Microsoft Certified Technology Specialist (MCTS) certification, CompTIA A+ or CompTIA Network + certification is desired but not required.

The candidate must possess a minimum of two years general IT help desk 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

Other Job Information (if applicable): Supervisory Responsibilities

Not applicable

Physical Effort

Must be able to lift and carry 35 pounds for up to 50 feet.

Must posses 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, Day shift