Desktop/Field Support Technician

The Center for Human Development, (CHD) is seeking a Desktop/Field Support Technician to join our dynamic IT team. This is a full time, on-site position, located at our corporate office, located in Springfield, MA with requirement to travel to different CHD locations and occasional evening and weekend work.

Your role as a Desktop/Field Support Technician – Information Technology Dept:

This key role will provide support to CHD staff and collaborate with helpdesk and network team. Essential functions of this role include, but are not limited to:

• Hardware support: Installing, configuring, and maintaining end-user devices like laptops, desktops, tablets, and printers, monitors, docking stations, scanners and phones. Assignments will range in complexity from troubleshooting and repair to more difficult device repair, including reloading and re-imaging of PCs/laptops, and installing and optimizing HW/SW networking products.
• Deploying, Installing, and configuring software’s via Intune on client devices.
• Provide software break/fix services and replacement of non-warranty assets for end users and coordinate with vendors for in-warranty equipment failures.
• Configure and support end users on mobile computing platforms
• Software support: Installing, configuring, and troubleshooting and fix the software
• Printer support: Install configure printers at CHD branches and on end points.
• Patch Management, vulnerability management: Install security patches to remediate vulnerabilities on endpoints.

• Basic knowledge of networking devices like switches, routers, IP configurations, Access points etc.
• Supports network products from operational and maintenance perspectives.
• Tests and certifies PCs, networks, servers and applications and performs installs, moves, adds and changes as required.
• Service Management: Good knowledge of ticketing tool to track, monitor and update the tickets assigned.
• Perform root cause analysis for recurring issues and implement permanent fixes and document resolutions and create knowledge base articles to improve future support processes.
  Required to be on-call for IT support on a rotating basis.
• Required to travel different branches of the CHD locations scattered across MA and CT to support the end users with IT related issues. Should drive.
• May require occasional evening or weekend work to perform maintenance or resolve critical issues

REQUIRMENTS:

• Bachelor’s degree in a related field or equivalent work experience of at least 2-3 years.
• CompTIA A and or CompTIA Network certification preferred.
• Proficiency with Active Directory, Group Policy, and network configurations.
• Experience with endpoint security solutions.
• Experience with scripting and automation (e.g., PowerShell).
• Experience with system imaging, deployment, and management tools (SCCM, MDT)
• The ability to prioritize, multitask, and clearly communicate resolutions to technical and non-technical staff when providing support received through help desk tickets; incoming calls; in-person, and via e-mails.
• Maintains a high degree of professionalism in actions, demeanor and dress.
• Ensures customer satisfaction throughout the service delivery transaction.
• Ensures specific Service Level Agreements are met and incident and request tickets are updated accordingly within the ticketing system
• Ability to pass a CORI and driving record background check.

SUCCESS FACTORS:

Key elements to the success of this position include:

• Perform root cause analysis for recurring issues and implement permanent fixes and document resolutions and create knowledge base articles to improve future support processes.
• Required to be on-call for IT support on a rotating basis.
• Required to travel different branches of the CHD locations scattered across MA and CT to support the end users with IT related issues. Should drive.
• May require occasional evening or weekend work to perform maintenance or resolve critical issues

• Excellent interpersonal and technical support skills.
• Excellent organizational skills and attention to detail with ability to perform well under event of crisis.
• Strong analytical and problem-solving skills.

Take advantage of a competitive compensation, complimented with a phenomenal benefit that includes Dental, Health and Life insurance. Paid time off, earned vacation time and paid holidays just to name a few.

AT Center for Human Development (CHD) Care Finds a way:

The Center for Human Development (CHD) provides a broad range of high quality, community-oriented human services dedicated to promoting, enhancing, and protecting the dignity and welfare of people in need. At CHD we are celebrating differences, inclusion is not just a policy- it is a daily practice. Multicultural, multilingual, and fluent in sign language, CHD is a reflection of those we serve.

CONNECT WITH OUR TEAM TODAY!

If this sounds like the right job for you, do not wait - apply today to join our team. We look forward to hearing from you!

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)