Help Desk Support jobs in Brockton, MA

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)

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Help Desk Support Specialist
  • Bamsi
  • Brockton, MA OTHER
  • Overview

     

    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:

    • Generous Time Off Package
      • up to 4 weeks combined vacation, personal and cultural holiday
      • 11 paid holidays
      • up to 2 weeks Sick Time
    • Highly Specialized Paid Trainings including opportunity to earn CEUs
    • Health and Dental Insurance
    • Life, Short Term and Long Term Disability Insurance
    • 403B plan with discretionary match
    • Wellness Activities
    • Employee Assistance Program
    • Career Development Opportunities

    *Available benefits are based on position and scheduled hours. 

     

    Responsibilities

  • Provide first tier technical support and service to on-site and remote users, serving as first point of contact over phone, email and chat applications. Must monitor and respond quickly to all incoming requests by utilizing strong troubleshooting, communication and problem solving skills. Escalate complex issues to the appropriate specialist in the department to ensure those requests are resolved on a timely basis.
  • Install, transport and maintain a range of information technology equipment including but not limited to PCs, laptops, tablets, mobile devices, and audio-visual (A/V). Keep up to date with inventory of all hardware.
  • Install, update and configure applications and endpoint operating system, updates and install patches, as well as maintaining security applications. Maintaining compliance with corporate technology use policies.
  • Complete all work orders promptly utilizing the service desk ticketing application. Document all incidents and service requests including all interactions with users. Provide prompt feedback and communication to all users who place requests through the Helpdesk.
  • Work collaboratively with Information Technology Service Department staff to develop, implement and maintain standards for network security, data integrity and effective information systems.
  • Work collaboratively with Information Technology Services Department staff to create documentation and process procedures for an effective Information Technology ServiceDesk.
  • Work together with Information Technology Services Department staff in responding to current and future agency Information Technology Services needs and assist in the development of effective information systems.
  • Perform duties consistent with program and agency policies and procedures.
  • Execute duties to reflect reasonable safety standards. Standard/universal precautions must be utilized and training in areas that constitute risk.
  • Perform other related work duties as assigned by supervisor or designee.
  • Ability to move computer equipment (up to 50 pounds) from floor level to approximately 4 feet from the floor.
  • Ability to frequently load and unload computer equipment into vehicles and move equipment between vehicles and buildings.
  • Ability to ascend and descend stairs while transporting equipment.
  • Ability to remain in a stationary position up to 50% of the time.
  • Must be able to drive up to 4 hours per day.
  •  

    Qualifications

    EDUCATION/CREDENTIALS:

    • Associates degree and/or successful completion of technology certificate program such as CompTIA A is preferred.
    • A valid driver's license in state of residence and own means of transportation is required.

     

    EXPERIENCE: 

    • Minimum of one-year experience working in a Helpdesk or PC Support capacity or relevant IT experience in a professional environment is required.
    • Experience in an environment supporting Microsoft Operating Systems Windows 10 and Microsoft Office 365 applications is preferred.

     

     

    KNOWLEDGE/SKILLS/ABILITIES:

    • Strong interpersonal, business and communication skills required.
    • Must be a self-motivated individual who demonstrates good initiative, customer service approach, and attention to detail with a strong sense of urgency.
    • Candidate should have very good trouble-shooting skills and be comfortable troubleshooting a wide range of equipment including PCs & peripherals, internet and wireless, tablets, mobile devices and AV equipment.
    • Experience with Helpdesk/ServiceDesk ticketing applications is a plus.
    • Knowledge of MS Active Directory, Azure Cloud, and Microsoft Intune platforms are a plus.

     

     

    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.

    EEO

    We at BAMSI appreciate your interest and consideration of roles in our organization. BAMSI is an equal opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, ancestry, national origin, sex, sexual orientation, gender identify, age, marital status, family responsibilities, pregnancy, genetic information, protected veteran or military status and regardless of whether the qualified applicants are individuals with disabilities. EEO is the Law http://www1.eeoc.gov/employers/poster.cfm Reasonable Accommodations for Applying/Recruitment Reasonable accommodations are adjustments made to remove workplace obstacles for qualified individuals with disabilities to apply for and perform their jobs. Applicants who qualify under the Americans with Disabilities Act, as amended, may be eligible for a reasonable accommodation in BAMSI’s application and selection process. A request for an accommodation will not affect opportunities for employment within BAMSI. Arrangements can be made if you have a disability that requires an accommodation for completing an application form, interviewing or any part of the employment process. Requesting accommodations, in writing or verbally, can be initiated by a BAMSI employee, qualified applicant, or by someone acting on that person’s behalf. Either call 508-484-7171 or, send letter to Talent Acquisition, 15 Christy's Dr Brockton, MA 02301. Note: please do not use these contacts to follow-up on job inquiries.
  • 23 Days Ago

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Help Desk Support Specialist
  • Brockton Area Multi-Services Inc.
  • Brockton, MA OTHER
  • Overview 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 servi...
  • Just Posted

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IT Help Desk Support Technician
  • Managed IT Services Company
  • Plymouth, MA FULL_TIME
  • Local Information Technology Company seeking a Help Desk Support Technician to join our Help Desk Team. Previous technical support experience required. We are looking for an independent worker with th...
  • 4 Days Ago

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IT/Desktop Support/ Help Desk/ Field Support/ IT Consultant (Freelancer) (Taunton)
  • Axiom Technologies
  • Taunton, MA FULL_TIME
  • Axiom Technologies is a Global IT Services partner supporting medium to large-scale enterprises. Please visit our website for more information about what we do at www.axiomtechnologies.com We are look...
  • 23 Days Ago

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IT/Desktop Support/ Help Desk/ Field Support/ IT Consultant (Freelancer) (Bridgewater)
  • Axiom Technologies
  • Bridgewater, MA FULL_TIME
  • Axiom Technologies is a Global IT Services partner supporting medium to large-scale enterprises. Please visit our website for more information about what we do at www.axiomtechnologies.com We are look...
  • 18 Days Ago

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IT/Desktop Support/ Help Desk/ Field Support/ IT Consultant (Freelancer) (Plymouth)
  • Axiom Technologies
  • Plymouth, MA FULL_TIME
  • Axiom Technologies is a Global IT Services partner supporting medium to large-scale enterprises. Please visit our website for more information about what we do at www.axiomtechnologies.com We are look...
  • 18 Days Ago

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0 Help Desk Support jobs found in Brockton, MA area

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Information Technology Support Engineer
  • Merge IT
  • Boston, MA
  • Our enterprise-level client is seeking to add an IT Support Engineer to work onsite in Boston, MA. Please see below for ...
  • 3/28/2024 12:00:00 AM

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IT Technical Support Specialist
  • Automated Health Systems, Inc.
  • Marlborough, MA
  • IT Technical Support Specialist at Automated Health Systems Job Description Automated Health Systems, a dynamic and entr...
  • 3/28/2024 12:00:00 AM

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IT Core Administrator and Support Specialist
  • Greenwood CU
  • Warwick, RI
  • * Warwick, RI, USA * Full Time *Full benefit package including health and wellness, dental, vision, fully-paid life and ...
  • 3/28/2024 12:00:00 AM

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Desktop Support Specialist
  • CPI International
  • Beverly, MA
  • **Job Opportunities** With a history of innovation, technology leadership, reliability and product and service excellenc...
  • 3/28/2024 12:00:00 AM

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Information Technology Manager
  • BioProcure, Inc.
  • Woburn, MA
  • Responsibilities: The IT Manager oversees and manages the day-to-day operations of our company's IT systems and processe...
  • 3/28/2024 12:00:00 AM

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Switchboard Operator
  • Emerson Hospital
  • Concord, MA
  • Switchboard Operator Job Ref: 28953 Category: Clerical & Administrative Support Location: Emerson Hospital, 133 Old Road...
  • 3/27/2024 12:00:00 AM

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IT Support Specialist
  • General Dynamics Information Technology
  • Boston, MA
  • The world of investing is fascinating yet complex. While hundreds of first -time investors are turning to the markets to...
  • 3/27/2024 12:00:00 AM

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Application Support Analyst
  • Mercury
  • Marlborough, MA
  • Who We Are We are a Microsoft Partner and Mercury is a provider of recruitment software utilizing the Microsoft Dynamics...
  • 3/27/2024 12:00:00 AM

According to the United States Census Bureau, the city has a total area of 21.6 square miles (56 km2), of which 21.5 square miles (56 km2) is land and 0.1 square miles (0.26 km2) (0.56%) is water. Brockton is the 162nd largest city by land area in the Commonwealth, and the twelfth largest of the twenty-seven towns in Plymouth County. Brockton is bordered by Stoughton to the northwest, Avon to the north, Holbrook to the northeast, Abington to the northeast, Whitman and East Bridgewater to the southeast, West Bridgewater to the south, and Easton to the west. Brockton is approximately 25 miles s...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Help Desk Support jobs
$57,881 to $72,548
Brockton, Massachusetts area prices
were up 1.6% from a year ago