IT Help Desk Support

GAVIN FOUNDATION, INC.

675 East Fourth Street

South Boston, MA 02127

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

Job Type: Full-time

Pay: $55,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Tuition reimbursement
• Vision insurance

Compensation Package:

• Holiday pay

Schedule:

• 8 hour shift
• Monday to Friday
• No weekends

People with a criminal record are encouraged to apply

Application Question(s):

• Able to pass MA CORI and drug screening requirements?

Experience:

• IT: 2 years (Preferred)

License/Certification:

• Driver's License (Required)

Work Location: In person

Salary : $55,000