Help Desk Support responds to end-user requests for technical assistance by phone, email, or ticketing system. Troubleshoots and resolves basic computer, application, system, device, access, or performance issues. Being a Help Desk Support uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards. Utilizes product information or solution database to research, troubleshoot, and deliver solutions. Additionally, Help Desk Support advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed. Escalates problems to appropriate levels or teams to achieve issue resolution. May support installs or upgrades of software or devices, set up user profiles, or re-set passwords. Fulfills all service level standards for response time and quality. May require an associate degree. Typically reports to a supervisor. The Help Desk Support works under moderate supervision. Gaining or has attained full proficiency in a specific area of discipline. To be a Help Desk Support typically requires 1-3 years of related experience. (Copyright 2024 Salary.com)
General Statement of Duties
This position will start in the office but will eventually be a Hybrid position. Work as part of the information technology team providing top-notch customer service as first tier of support for all end users across the agency. Support users over phone, email and chat while collaborating with team members to escalate and resolve technical issues. Service and maintain IT technology including computers and other devices, provide installation and updates to software and maintain inventory.
BAMSI is a 501(c) 3 nonprofit organization founded in Brockton, Massachusetts, with a vision of driving change and creating equal opportunities for individuals with developmental disabilities and mental and behavioral health challenges. Brockton Area Multi-Services, Inc. (BAMSI) was incorporated on March 21, 1975 as South Shore Multi-Services Inc., under Chapter 180 of the Massachusetts General Laws, as a not-for-profit human service organization. On July 9, 1975, it changed its name to Brockton Area Multi-Services, Inc. It was formed for the development, coordination, and delivery of integrated human service programs, and according to its website, its mission is “to empower people and enrich their lives, through compassionate support and diverse services, one individual, one family a time.” BAMSI employees up to 2,000 people and operates adult, child, and family services, assisting approximately 30,000 individuals each year in Worcester, Middlesex, Norfolk, Bristol, and Plymouth Counties.
BAMSI is committed to Diversity, Equity, Inclusion, Justice, and Access for all; to creating a holistic system of care that meets people where they are; and abolishing the stigmas surrounding mental illness, disability, and addiction.
We strive to offer valuable benefits that promote a healthy work/life balance and add value to our employees’ lives. Our comprehensive benefits include:
*Available benefits are based on position and scheduled hours.
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BAMSI conducts as needed, job-related background checks (e.g., may include but is not limited to fingerprints, drug testing, TB testing, verification of employment history and/or reference checks) prior to employment.
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