IT Help Desk Technician

Admin
72 Kilburn Street
New Bedford, MA , USA

Location: IT Department - New Bedford
Education: High School Diploma or GED equivalent, Technical background or call center experience preferred.
Pay Range: Starting at $23 (Education & experience dependent)
Hours/Shift: 40 hrs/week - Mon-Fri

The IT Helpdesk position provides front-line technical assistance to staff across the organization. This role exists to ensure timely resolution of basic IT issues, accurate ticket triage, and smooth escalation of complex problems to higher-tier support. The position supports day-to-day technology operations including device setup, user onboarding, and helpdesk coordination. Its purpose is to maintain operational continuity and deliver a high standard of customer-focused support.

High Point & Affiliated Organizations is a health and human service agency whose mission is to treat and prevent substance use disorders and mental illness. High Point has programs located throughout Southeast Massachusetts offering a full continuum of care for substance use and mental health treatment, including inpatient, outpatient, residential, and community-based services. Programs and services also assist survivors of abuse, violence, and families experiencing homelessness.

High Point believes that everyone has inherent goodness, worth, and dignity. Our goal is to help individuals and families achieve personal change and improve their quality of life.

• Ability to lift and move IT equipment up to 25 lbs
• Extended periods of time sitting or standing while working on devices
• Frequent walking between workstations or buildings
• Manual dexterity for keyboarding, tool use, and cable connections

• Serve as the initial point of contact for IT support requests
• Provide first-line technical support and problem resolution for hardware, software, account access, email, and connectivity issues
• Handle helpdesk intake and triage via phone, email, and the support platform
• Log, prioritize, and document tickets accurately in the helpdesk system
• Resolve common end-user issues and elevate complex or unresolved tickets to Tier 2 or Tier 3 staff as appropriate
• Support day-to-day IT operations, including onboarding and offboarding, workstation setup, basic system configuration, and access provisioning
• Prepare and deploy workstations, peripherals, and equipment for new hires and reassignments
• Assist with maintaining IT inventory, asset tracking, and periodic asset audits
• Maintain compliance with IT policies, security procedures, and documentation standards
• Create and maintain IT documentation and knowledge base articles
• Support mobile device management (MDM) deployment and administration tasks as assigned
• Contribute to departmental projects and cross-functional initiatives
• Use Asana to track assigned project-related tasks
• Participate in an on-call rotation to provide 24-hour emergency technology support when required
• Other duties as assigned

• High school diploma or equivalent
• 1+ year of IT support/helpdesk experience (internships accepted)
• Familiarity with Windows OS, Microsoft 365, and basic networking
• Strong customer service, organizational, and communication skills

• Medical Insurance
• Vision Insurance
• Long & Short Term Disability
• Discounted Auto/Home and Renters Insurance
• 403b - Retirement
• FSA & DCA
• PFML
• Employee Assistance Program Free courses offered to become a Licensed Counselor or Recovery Coach
• Company Paid CEU Trainings w/ Education Days to Complete CEU's
• Free Meals at Select Programs (Based on availability)
• Unmatched Leave Time (FT employees can earn up to 3 weeks in first year)

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.