What are the responsibilities and job description for the IT Technical Support Specialist position at Mental Health Association - Western MA?
We are seeking a Technical Support Specialist to provide IT support across multiple locations. This position will primarily support MHA employees but will also be responsible for providing on-site technical assistance for the Big E and its associated events. The ideal candidate is a problem-solver with strong technical expertise who thrives in a dynamic environment.
Key Responsibilities
- Provide daily on-site technical support at the Big E from 9:00 AM - 11:00 AM, Monday through Friday, assisting employees and event staff.
- Work all days of the Big E fair held in September, adjusting hours to 9:00 AM - 1:00 PM during the event.
- Troubleshoot and resolve software and hardware issues for end-users.
- Respond to and manage help desk tickets in a timely manner.
- Assist with the installation, configuration, and maintenance of software applications and IT systems.
- Collaborate with the IT Manager for tasks related to Big E technical support.
- Provide occasional weekend support based on event schedules and at the discretion of the IT Manager.
- Maintain documentation of technical issues and resolutions.
- Educate end-users on software functionalities and best practices.
Work Environment & Physical Requirements
- Requires sitting, standing, kneeling, and lifting up to 40lbs occasionally.
- Must be comfortable working in both an office and event-based environment.
- May require occasional stair climbing and manual dexterity for technical support tasks.
- The noise level varies between quiet office settings and busy event spaces.
Conclusion
This job description provides an overview of the essential responsibilities and qualifications for the Technical Support Specialist position. It is not intended to be an exhaustive list of all tasks or working conditions associated with the role.
- Experience in IT support, technical troubleshooting, or a related field.
- Familiarity with troubleshooting software and hardware issues.
- Excellent communication and customer service skills.
- Ability to work independently and manage multiple tasks efficiently.
- Availability to work extended hours during the Big E fair and occasional weekends.
- Relevant IT certifications (e.g., CompTIA, Microsoft) are a plus.
- Valid driver's license, auto insurance, and a reliable vehicle to utilize during working hours.
