Help Desk Technician

Job Description

Duration: 12 Month(s)

This position is a part of the Help Desk group at the Massachusetts General Court. The role of the Help Desk Technician is to assist users who are experiencing any procedural or operating difficulty with the use of IT applications, products or services. As the Help Desk Technician is the first point of contact for all user support questions and problems, it is a critical role whose success depends on providing users with prompt and effective solutions.

• Provides support for all Information Technology products and services. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy. Additionally, it may involve troubleshooting printer issues and resolving difficulties with Hearing Room and Chamber technology.
• Monitors Service Desk for tickets assigned to the queue and processes tickets on a first-in, first-out basis based on priority.
• Determines the most effective manner to resolve end-user technical issues, engages in research and in-depth troubleshooting, and consults with the Operations group when necessary.
• Verifies that suggested solutions effectively resolve the user’s problems through verbal and/or email follow up, and engages customers for feedback and opportunities for improvement.
• Performs remote troubleshooting and support when appropriate.
• Learn and incorporate any necessary new skills and processes to provide service on a new and evolving environment.
• Utilizes industry standards in creating, maintaining, and utilizing the ticketing system, and updates the ticketing system with accurate and timely information.
• Expands and utilizes the knowledge base system to increase resolution times.
• Monitors the environment to ensure that all desktops and laptop PCs remain in compliance.
• Installs, tests, and configures new workstations, peripheral equipment, and software.
• Maintains inventory of all equipment, software, and software licenses.
• Assists with onboarding and training of new users.
• Escalates unresolved tickets in a timely manner through appropriate levels of escalation.

Windows 7, Windows 10, printers, Microsoft Windows, Active Directory, Jira

• Minimum of 3 years experience providing end-user support for network printers and workstations running Windows 7 or higher in an Active Directory environment.
• Expert knowledge of Microsoft Windows 7/10.
• Experience with an enterprise-level ticketing system (Jira).

Help Desk Technician

• Expert knowledge of Microsoft Windows 7 SP1/Office 2010 or higher in an Active Directory environment.
• Working knowledge of Microsoft Active Directory, Group Policy, Windows Print Services, Shared Directories, and other network services.
• Experience configuring, maintaining, and supporting HP network printers and enterprise-level MFPs (Xerox, Ricoh, HP, etc.).
• Possession of excellent analytical, problem solving, interpersonal, oral and written communication skills.
• Working knowledge of TCP/IP networking, including DHCP, ARP, DNS, routing, and switching.
• Ability to independently initiate, manage, execute, and report tasks, as identified.
• Experience with an enterprise-level ticketing system.

• Associate’s degree in Computer Science or related discipline preferred; relevant experience may substitute for the degree requirement on a year-for-year basis.
• Minimum three years of work experience providing end-user support for network printers, workstations running Windows 7 or greater in an Active Directory environment.
• CompTIA A+, Network+, or Microsoft certification preferred.

• Work/life balance.
• Meaningful work.
• Ability for upward mobility.
• Long-term contract with year-over-year extension and the opportunity to convert to permanent status at any point.
• Windows Environment.
• Business Casual dress for the IT team.
• White glove service.
• Professionalism is a must.
• No remote flexibility – onsite Monday to Friday.
• Contractors limited to 37.5 hours per week.
• No on-call, night, or weekend work.

BOSTON, Massachusetts, United States,