What are the responsibilities and job description for the IT Help Desk Support position at Gavin Foundation, Inc.?
Job Title: IT Help Desk Support
Reports To: IT Manager
SUMMARY OF POSITION: As IT Help Desk Support, you will be the first line of support for our team, ensuring that all technology-related issues are resolved efficiently and professionally. You will provide technical assistance related to hardware, software, mobile devices, and other tech tools across our various office locations. This role requires strong communication skills and the ability to translate technical solutions into easy-to-understand guidance for employees.
Primary Responsibilities
Daily management of IT ticketing system, all tickets must be reviewed for response, escalation, or troubleshooting
Establish a monthly maintenance program for routine upkeep of hardware and systems
Weekly management of new hire, current, and terminated employee accounts (emails, EHR, payroll, online training platforms, etc.)
Access and provide remote support where appropriate
Familiarity with phone extension assignment and voicemail set up, software username and password resetting
Receiving and configuring new IT equipment for out-of-the-box experience for users
Proper discarding and formatting of IT equipment for disposal
Ability to work alongside multiple vendors such as Comcast, Toshiba, & Microsoft
Weekly mandatory 1 on 1 supervision with IT Manager for the first 90 days of employment (one-hour 1x per week)
Biweekly mandatory 1 on 1 supervision with IT Manager after 90-days of employment (one-hour 1x every other week)
Other duties as assigned by IT Manager
Requirements
2 years of experience in an IT support role OR a recent graduate with a degree in Information Technology
Must meet Massachusetts CORI and agency drug screening requirements
Valid MA Driver’s License and reliable transportation for onsite support at various locations
Excellent troubleshooting and problem-solving skills
Strong customer service skills with the ability to explain technical solutions to non-technical users
Ability to multitask and prioritize requests in a fast-paced environment
Strong understanding of Windows OS, Office 365, and networking fundamentals (Ethernet, TCP/IP, VPN)
Experience with file servers, malware prevention, and antivirus solutions
Desired Skills
Lived experience or in recovery from alcohol/other substances (must have 2-years of continuous sobriety)
SCHEDULE: Onsite, Monday-Friday 9am-5pm.
BENEFITS: Health Insurance, Dental Insurance, PTO, PFMLA, Tuition Reimbursement, Life Insurance, EAP, 401K with match after 1-year
GAVIN FOUNDATION IS AN EQUAL OPPORTUNITY EMPLOYER
Reports To: IT Manager
SUMMARY OF POSITION: As IT Help Desk Support, you will be the first line of support for our team, ensuring that all technology-related issues are resolved efficiently and professionally. You will provide technical assistance related to hardware, software, mobile devices, and other tech tools across our various office locations. This role requires strong communication skills and the ability to translate technical solutions into easy-to-understand guidance for employees.
Primary Responsibilities
Daily management of IT ticketing system, all tickets must be reviewed for response, escalation, or troubleshooting
Establish a monthly maintenance program for routine upkeep of hardware and systems
Weekly management of new hire, current, and terminated employee accounts (emails, EHR, payroll, online training platforms, etc.)
Access and provide remote support where appropriate
Familiarity with phone extension assignment and voicemail set up, software username and password resetting
Receiving and configuring new IT equipment for out-of-the-box experience for users
Proper discarding and formatting of IT equipment for disposal
Ability to work alongside multiple vendors such as Comcast, Toshiba, & Microsoft
Weekly mandatory 1 on 1 supervision with IT Manager for the first 90 days of employment (one-hour 1x per week)
Biweekly mandatory 1 on 1 supervision with IT Manager after 90-days of employment (one-hour 1x every other week)
Other duties as assigned by IT Manager
Requirements
2 years of experience in an IT support role OR a recent graduate with a degree in Information Technology
Must meet Massachusetts CORI and agency drug screening requirements
Valid MA Driver’s License and reliable transportation for onsite support at various locations
Excellent troubleshooting and problem-solving skills
Strong customer service skills with the ability to explain technical solutions to non-technical users
Ability to multitask and prioritize requests in a fast-paced environment
Strong understanding of Windows OS, Office 365, and networking fundamentals (Ethernet, TCP/IP, VPN)
Experience with file servers, malware prevention, and antivirus solutions
Desired Skills
Lived experience or in recovery from alcohol/other substances (must have 2-years of continuous sobriety)
SCHEDULE: Onsite, Monday-Friday 9am-5pm.
BENEFITS: Health Insurance, Dental Insurance, PTO, PFMLA, Tuition Reimbursement, Life Insurance, EAP, 401K with match after 1-year
GAVIN FOUNDATION IS AN EQUAL OPPORTUNITY EMPLOYER
