Senior Helpdesk Support Specialist

Job Title: Senior Helpdesk Support Specialist

Duration: 09 Months (with possible renewable)

Hours per Week: 37.5

Location: Braintree, MA 02184- HYBRID (4 days in office, 1 day remote)

JOB DESCRIPTION:

Key Responsibilities:

• Assist in the management of the helpdesk backlog and queue.

• Responding promptly to all helpdesk requests via phone, email or in-person support.

• Determine level of support required to escalate and resolve issues through appropriate channels for all system-related issues.

• Support and maintain desktop, laptops, peripherals, and related technologies.

• Conduct desktop imaging and device configuration protocols.

• Set up new users and computers and support onboarding and offboarding activities.

• Diagnose and resolve problems according to standard operating procedures and knowledgebase documents.

• Develop and maintain documentation as required to support and maintain business applications.

• Notify End User Support Manager or designee of complex issues, major incidents, or insufficient documentation.

• Verify and confirm customer data and documents as required for support.

• Troubleshooting and perform network analysis to address issues with network infrastructure (LAN/WAN/AP).

• Perform software and hardware installations.

• Conduct and assist in inventory asset management, account management and end-use training.

• Assist in supporting and administering third-party platforms.

• Assist in supporting and administering in-house platforms.

• Participate in all internal office moves, additions, and subtractions of staff and/or equipment.

• Troubleshoot application functionality and availability challenges.

Other Duties and Responsibilities:

• Uphold the highest standards of personal, professional, and ethical conduct

• Take personal accountability for maintaining technical expertise.

• Assist in the development of technology innovation to advance agency IT needs

• Demonstrate experience supporting Microsoft Office suites (Word, Excel, Outlook, PowerPoint, and Access) and other M365 applications.

• Must be able to lift 35 pounds and push 65 pounds of equipment.

Knowledge and Skills

• Organized self-starter and effective collaborator, showing strong interest in systems and process improvement.

• Demonstrated ability to analyze business situations, create processes, and demonstrate problem solving and analytical thinking skills for successful support.

• Strong communication skills with the ability to tailor information that establishes rapport.

• Strong Analytical and troubleshooting skills.

• Excellent verbal and written communications skills.

• Demonstrate strong organizational and customer service skills, and attention to detail.

• Knowledge of Microsoft Office 365

• Knowledge of Claris FileMaker is preferable but not required.

• Knowledge of Microsoft Azure and Microsoft Entra is preferable but not required.

• Knowledge of managing user accounts, groups, and permissions in Microsoft Active Directory is required.

• Strong team player with ability to develop successful working relationships with various IT departments across a large enterprise

Education and Experience

• Bachelor’s degree in Computer Science, Management Information Systems, or a related field from an accredited institution of higher education is required.

• Minimum 5-10 years of technical support experience or experience working on a help desk/service desk handling tickets preferred.

• Experience supporting Microsoft Windows 10/11 and Windows Server

• Experience with mobile device management for iOS, Android and other supported client devices.

• Experience troubleshooting hardware, software and networking systems.

• Experience with cloud computing and cloud technologies

• Microsoft role-based training and certifications preferred but not required

• A and Network certification preferred but not required.