What are the responsibilities and job description for the Desktop Support Associate position at New England Center for Children Inc?
The New England Center for Children (NECC) is a global leader in autism education and research, providing evidence-based services for 50 years.
Under the supervision of the IT Manager, the Desktop Support Associate is responsible for the support of hardware, software, and audio-visual systems for the Center. He/she also provides end user training and support, makes recommendations for software and hardware changes, and promptly escalates technology issues that are urgent or time-sensitive.
Benefits
- 4 weeks paid vacation, 16 hours of personal time, 13 holidays and accrued sick time
- Professional Development opportunities
- Tuition Reimbursement
- On-site discounted daycare
- Health and Wellness benefits
- Retirement savings and many more perks
Responsibilities
- Serves as the first point of contact for users seeking technical assistance in-person, over the phone or email.
- Provides technical support and solves the basic and more advanced routine user hardware and software problems or questions including desktop computer hardware and software and enterprise system software.
- Provides professional, courteous, prompt, and accurate support and solutions to end-users.
- Ensures the proper operation of computers, productivity software and peripherals for staff and students, including Office365, Windows and IOS operating systems, printers, videoconferencing systems, phones and assorted audio-visual peripherals.
- Configure new computers, tablets and other devices as per NECC standard configuration and update in the asset management system.
- Support NECC user on-boarding process by providing initial IT training.
- Monitor Help Desk tickets and process requests based on priority and escalate as necessary.
- Communicate with end users as required: keeping them informed of incident progress, notifying them of requirements that will delay ticket resolution, and documenting ticket progress in a complete and timely manner.
- Follows documented procedures and helps document new processes and procedures.
Qualifications
- A Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.
- Technical ability to troubleshoot production hardware or software issues
- Ability to adapt and adjust to changing work situations, processes, and procedures
- Willingness to work flexible hours with rotating on-call including occasional evening and weekend hours
- Customer Service experience
- Strong verbal and written communication skills
- Working experience of Office 365, Jamf, KACE Systems Management, or KACE Systems Deployment is a plus.
NECC is a global leader in autism education and research. We provide a comprehensive structure to help children and young adults with autism through evidence-based services in home-based, day, and residential programs, in unison with ongoing research on educational best practices.
NECC is committed to an inclusive culture where all students, employees, families, and partners feel welcome, safe, and valued. We believe that fostering diversity and equity makes us a stronger, more successful community. For more information regarding DEI at NECC please visit: https://www.necc.org/dei/
