Desktop Support

Engagement Type

Desktop Support to the Massachusetts Firefighting Academy

• Update all laptops in classrooms and update all screen‑cast devices or other needed electronics for delivery (i.e., cameras, portable projectors, etc.)
• Ensure all laptops are updated, charged, browser history cleared, and prepared for testing; verify that testing links work.
• Update and check all AV kits in the crib: replace missing or damaged materials, work with IT to remove incorrect profiles, clear browsing history, and ensure each device is updated, cleaned, and ready to go out again.
• Support maintenance and log history, and device assignment tracking on all MFA devices.
• Support SharePoint and Teams interface issues and requests, work with access problems, and problem‑solve sharing of materials and blocks.
• Work with contractors on authentication and access issues.
• Work with full‑time and contract staff on login and access issues for immediate support while an IT ticket is submitted.
• Provide additional support for emerging problems (Teams, SharePoint, One Drive, Cognito, QM, LMS, Adobe, etc.).
• Provide basic Office 365 support and use.
• Support login and access issues on multiple devices.

• Communication skills – 2.0 years required.
• Customer Service skills – 2.0 years required.
• Problem‑solving skills – 2.0 years required.
• Hardware and network troubleshooting skills – 2.0 years required.
• Understanding of Windows OS – 2.0 years required.
• Support and use of Microsoft Office 365 – 2.0 years required.