Desktop Support Specialist

Community Teamwork • Lowell, MA

433d • $52,000 - $52,000

About The Position

The Desktop Support Specialist at Community Teamwork Inc. is a full-time role focused on providing technical support to users through various channels including phone, email, and in-person interactions. This position is essential for maintaining the organization's IT infrastructure and ensuring that employees have the necessary tools and support to perform their jobs effectively. The role emphasizes customer service, technical troubleshooting, and collaboration with other IT professionals.

Requirements

• High School Diploma or equivalent required.
• Associate's Degree in IT preferred.
• 1-3 years of experience in an IT support role.
• History of continued learning in the IT industry.
• Demonstrated strong working knowledge of desktop and laptop hardware, applications, and networking components.
• Advanced Knowledge of Windows OS and Office suites.
• Experience troubleshooting desktop issues (Windows, Microsoft Outlook, M365, browsers, printing, etc.).
• Experience providing remote IT assistance to end-users via phone and remote support tools.
• Excellent customer service, organizational, oral, and written communication skills.
• Must be a self-motivated, team player and have a willingness to learn and teach.
• Must have own transportation and can travel to other CTI sites as required.

Nice To Haves

• Willingness to pursue related IT classes/certifications.
• Ability to work effectively with and meet the needs of people from a diverse range of backgrounds, cultures, and identities.

Responsibilities

• Monitor CTI's service desk system for tickets at all levels and resolve in a timely manner.
• Maintain working knowledge of and perform programming of the CTI door access and video systems.
• Install and troubleshoot approved computer hardware (desktops, iPhone/Androids, laptops, printers and related peripherals) onsite and remote to CTI standards.
• Manage user and group accounts in a Windows active directory and M365 environment.
• Document and maintain documentation on all IT hardware, software, network, telecommunications, procedures, training, and computer inventory.
• Install and troubleshoot approved computer software, including Microsoft operating systems, MS Office, Citrix, VPN, Adobe, Zoom, etc.
• Work with MSP for onsite and remote troubleshooting of infrastructure.
• Maintain software solutions and hardware driver updates from vendors.
• Maintain diagnostic skills in supporting cloud-based applications.
• Perform procurement of IT standard equipment and potential new equipment while adhering to inventory controls.
• Ability to prioritize tasks and manage competing demands.
• Actively participate in projects as assigned.
• Perform other related duties as assigned.

Benefits

• Paid holidays
• Health insurance
• Dental insurance
• 401(k)
• Tuition reimbursement
• Paid time off
• Vision insurance
• Life insurance
• Paid sick time

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Justice, Public Order, and Safety Activities
• Education Level: High school or GED
• Number of Employees: 251-500 employees